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Resident Experience Manager

Job No:


Employer Reference:

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33,000.00 - 33,000.00  per year



Southampton UK


Full time

Date posted

Aug 17, 2017

Closing date

Pension details


   Resident Experience Manager Northlands House Nursing and Residential HomeUp to £33, 000 per annum- dependent on experience  Job Purpose: To ensure the provision of excellent person-centred customer service in the Care Home so that the Residents (non?clinical) needs are met. To support the General / Home Manager with sales enquiry management. Maintain and monitor compliance with Bupa policies and external Regulations, as delegated by the General / Home Manager. Manage the Housekeeping, Maintenance, Catering and Hospitality teams so that they are enabled to fulfil their roles effectively. Accountabilities:Business Planning? Design, plan and review to ensure that high quality customer service is delivered throughout the Care Home all day, every day.? Co-ordinate the day to day customer service approach in the Care Home? Identify opportunities to drive commercial feasibility of the Home particularly through self funder growth optionsContinuous Improvement? Drive continuous improvement of the customer service and sales enquiry process in the Care Home? Keep up-to-date with trends in area of Care Home care and understand the impact on Resident care, customer service and sales opportunities.Governance, Risk and Compliance? Ensure housekeeping, maintenance, catering and hospitality teams have safeguarding awareness (Adult Support and Protection in Scotland) and support them in the timely management of all safeguarding issues in line with company reporting procedures? Ensure processes are in place to understand the impact of care plans and undertake risk assessments and quality assurance in own area? Support the General / Home Manager by co-ordinating the resolution of home complaints and issues with residents, staff and external stakeholders in line with policy and service delivery values? Working with the General / Home Manager to understand how their role can support the delivery of our Quality Assurance Programme of Operational Essentials? Support Home Managers to ensure clinical audits completed monthly as required across site and resulting action plans are completed in a timely manner? Review operational team plans, risk assessments and quality assurance? Review outcomes of all quality audits to identify trends and themes and provide feedback to operational team managers, through regular quality meetings? Understand their impact on the Quality Assurance Programme of Operational Essentials and work with key stakeholders within the business to ensure adherence to this? Work with the General / Home Manager to deliver on plan as discussed with external regulators or internal support functions, including the formation of the Provider Compliance AssessmentsStakeholder Management ? Work with Partner Services to ensure service delivery requirements are met? Represent the Home's best interests at internal and external meetings with key stakeholders? Act as a role model to inspire an open customer service team culture by treating people fairly and handling their concerns promptly and appropriatelyTalent Acquisition and Management ? Oversee recruitment within Housekeeping, Maintenance, Catering and Hospitality Teams? Own talent management decisions on succession planning and performance management within Housekeeping, Maintenance, Catering and Hospitality Teams to drive a performance focus People Management ? Provide guidance and education to Housekeeping, Maintenance, Catering and Hospitality Teams? Manage the continued competence / compliance of immediate direct reports (Team Managers such as the Chef Manager or the Housekeeping Supervisor)? Oversee each Team Manager's plans for their teams and coach and advise them on people management.Living our Culture and Values? Support the building of a culture of trust and openness through modelling Bupa values? Use expertise to demonstrate Bupa relevant behaviours and create a productive, customer-focused and supportive working environmentKey Tasks: Daily Tasks? Take ownership of all potential Customer enquiries (walk ins or telephone enquiries, data capture, and follow ups)? Be responsible for Sales negotiations during Showarounds? Sensitively review pipeline of potential new customers and future sales? Check all new admissions to the Home are happy and settled (including ensuring that full financial assessment completed, T&C's signed and the Customer is fully welcome into the Home)? Complete 'Daily Walk Round' focussing on enhancing customer service in the Home (check showrooms, dining rooms, lounge, reception, speak to Residents)? Ensure that the 'Resident of the Day' process is followed? Log/action customer complaints and include them at 'Take 10 Meeting'? Cover for General / Home Manager, as required? Promote Tasks? Liaise with Sales and Marketing to pipeline future leads? Ensure that commercials are priced correctly against specific resident care requirements and up to date Financial Assessments are in place for each Resident? Gather feedback from every Resident in the Home and then act on the feedback as required? Ensure all regulatory Safeguarding / Adult Support and Protection standards are met? Complete required reports for Sales and Marketing (i.e. Circle)Monthly Tasks? Review and complete trend analysis of monthly complaints for the year? Complete First Impressions Audit? With the Activities team plan 'Wellbeing and Activities' for the next month? Update Housekeeping and Laundry evidence file? Review HACCP in the Home? Complete Supervisions/Appraisals with Chef Manager, Activity Co-ordinators, Head Housekeeper and Maintenance? Complete a mystery shop and research the local care market? Create and then subsequently review with the General / Home Manager all initiatives aimed at enabling residents, relatives and staff to co-produce service development.Quarterly / Ad Hoc:? Attend Residents Meetings and the Relatives Meeting and support the General / Home Manager with any resulting actions? Gather feedback from Residents who are discharged from the Home and their Relatives? Audit the training plans for members of the Housekeeping, Maintenance, Catering and Hospitality Teams? Ensure that sales pipeline activities are built into all the Community Based Projects (i.e. Summer Fair) that the Home is involved in? Assist with a Night visit alongside other members of the Leadership Team? Review Customer Satisfaction Action Plan? Recruit and performance manage the Chef Manager, Activity Co-ordinators, Head Housekeeper and Maintenance as required.? Support with Dignity and Respect training during the induction for new starters? Represent the Home at funerals, when required? Ensure that the Home newsletter is regularly sent out and is of a high standardQualifications and Training:? Experience of providing Sales and Customer Service innovation? Experience of managing multiple teams? Available to work some Saturdays and Sundays and out of hoursJudgement Skills: To work within defined budget parameters as detailed by the business. Implement pragmatic solutions to improve the quality of the customer service within the care home budget. Understand the link between their role and the achievement of company objectives. Ensure compliance with all company policies and regulatory requirements. Identify opportunities to increase profitability and reduce cost.  Freedom to Act: Work within the legal and regulatory environment for care homes and Bupa policies and procedures. Manage their own workload supported by General / Home Manager and Partner Services. Be self motivated and be able to work with little guidance on a day to day basis. Specific role based and other broad objectives will be set and reviewed by the General / Home Manager annually. Environment: Ensure that all staff are aware of the objectives of the Care Home, namely that the residents are encouraged to maintain independence and choice in a homely environment which promotes customer excellence. The environment is a Care Home shared with an office based role with some travel expected to attend other Care Homes for meetings. Out of hours visits may be required to fulfil the development duties of the post. Dimensions: Accountability for the management of the Catering, Activities, Housekeeping and Maintenance Teams as well as the Customer Service approach in the home. This job description is intended to give the post holder an appreciation of the role envisaged and the range of duties. However it is not exhaustive and you may be required to undertake other duties to meet the needs of the business.About the Home:Northlands House is a purpose-built nursing home designed specifically to meet the needs of elderly residents. It is situated in the residential area of Shirley, in Southampton, approximately one mile from the city centre. They offer several types of stay depending on the level of support required, from long term care for the elderly and those who need daily nursing, to respite care for a short period. We also provide convalescence, palliative care and care for people with Parkinson's and Huntington's disease.For more information or to apply please contact Amanda on 0800 783 5891   

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Bupa Care Services

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