Care Enquiries & Sales Pipeline Coordinator

Based in the head office in St Mellons, Cardiff an opportunity has arisen for a Care Enquiries & Sales Pipeline Coordinator to join our Sales and Marketing Team. Objectives

• To increase occupancy levels across Shaw healthcare.
• Establish and performance-manage contact centre and CRM functions.
• Create a holistic view of all enquiries across the company and the relevant metrics.
• Ensure the sales pipeline is managed with the goal of converting care enquiries to admissions.
• Manage the flow of the sales pipeline to Operations and Executive teams through regular communication.
Principal duties Practice Expectations
• Regular liaison with Operations to ensure maximum effort to generate enquiries and facilitate converting them to admissions. Telephone, in person and email.
• Provide data analysis and insight to identify trends, challenges and opportunities for improvement. Potentially by swapping which homes receive contact centre support.
• Support colleagues in delivering consistent and high-quality customer service experiences.
• Attend and contribute to established meetings and forums.
• Contribute to monthly executive and board reports.
• Seek and act upon feedback to improve service quality and effectiveness.
• Be vigilant about doing the right thing for our residents, relatives, and fellow employees.
• Promote the values and ethos of Shaw healthcare in all interactions.
• Support Sales & Marketing workflows such as Social Media, Star Awards, PR and other events.
General Management
• To have a full understanding and working knowledge of all Shaw healthcare policies and procedures and ensure that all these policies are applied at all times.
• To ensure the security and confidentially of records and information relating to the department.
• Undertake any other reasonable duties within the scope of the role, as requested by your line manager.
• Be creative and solution-driven in your approach to problem-solving.
• Support organisational initiatives that promote occupancy growth, customer satisfaction and operational excellence.
• Participate in training and development to enhance skills and maintain professional knowledge.
Relationships
• Communicate clearly within the Sales and Marketing team and other departments.
• Develop strong working relationships across all levels of the Operations teams.
• Establish and maintain positive relationships with partners and other relevant stakeholders.
• Represent Shaw healthcare professionally at all times.
• Support the team in delivering high-quality customer service and act as a role model.
• Report monthly to the Sales & Marketing Director on project status and outcomes.
  
  Administration experience gained in relevant business development setting
• Ability to prioritise work in an environment which has conflicting pressures and demands
• Effective written and verbal communication skills
• Ability to engage well with residents, relatives, colleagues and other stakeholders
• Be approachable, responsive and empathic
• IT literate, including the use of basic range of software packages
Desirable Criteria
• Experience gained in a range of health and social care settings
• Relevant qualifications in particular Project Management
• Experience of effective management of resources and relationships
• Valid driving license and use of own car for work purposes
  
  Shaw healthcare is a care provider operating circa 65 care homes and supported living services across the UK and is the largest employee-owned healthcare company in the UK.
  
  20 days annual leave - increase by 1 day per year to a maximum of 25 days PLUS bank holidays
• Employee Ownership Trust - 76% Employee Owned - our employees have received over £2650 each in tax free bonuses to date!
• Onsite parking
• Enrolment to NEST pension
• Retail/Leisure/Holiday and travel discounts
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