Regional Customer Relations Manager

Overview

Regional Customer Relations Manager at Advinia Health Care
, covering Glasgow and 2-3 focus homes at a time. This role reports directly to the Group National Sales Manager. We are looking for a dynamic, high energy and results-driven individual with sector experience and a proven track record in increasing occupancy. The successful candidate should be self-motivated and have experience in both enquiry generation and conversion.

• Work closely with Home Managers and home teams to achieve or exceed occupancy and average weekly fee targets.
• Collaborate with the National Sales Manager and Marketing teams to devise a robust marketing plan and submit agreed KPI reporting.
• Be a key point of contact for customer enquiries, managing the enquiry/referral process from generation to closure, including show rounds, assessments, discussions of care services to meet residents’ needs, and answering customer queries.
• Manage and ensure that the customer experience and journey remains consistent in quality and empathy, with prompt action on all tasks.
• Promote and raise the profile of the home in the local community through generating newsworthy stories and identifying targeted advertising opportunities. Lead local marketing activities, develop and deliver a programme of community engagement, and work with the home to deliver successful events aligned with KPIs to encourage footfall.
• Develop and run home events to attract key stakeholders and prospective clients to showcase the home and its key USPs.
• Provide guidance, training and support for the homes team to ensure effective customer engagement and a consistent sales experience.
• Raise the home’s positive profile in the local community through external business development, building and maintaining a contact list of key local stakeholders and participating in relevant local external events for networking with care referrers.
• Establish a Healthcare Professional database of key contacts and operate an engagement strategy to promote bed vacancies and drive targeted referrals.
• Ensure the home maintains a presence on LA contract bed frameworks to maximise and convert block and spot bed purchasing opportunities.
• Identify and build partnerships with key referral partners (e.g., Trusted Care) to expand opportunities.
• To achieve and exceed all sales KPIs.

• Highly competitive monthly commission scheme – paid per admission
• Quarterly bonus scheme – occupancy growth target
• Mileage reimbursement
• Car allowance
• Flexible pay – Wagestream
• Free DBS
• Comprehensive benefits package

• Mid-Senior level

• Contract

• Customer Service

• Administrative and Support Services