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Job: Experienced Customer Relations Manager

Duration: Permanent / Full Time

Salary: starting at £40k per annum

Location: Worcester

Schedule: Monday to Friday, with occasional weekends for events/open days

Are you passionate about delivering exceptional service in a compassionate, people-focused environment? Do you have a background in relationship management, customer service, or care home admissions? If so, we want to hear from you!

Willo Recruitment is proud to be partnering with a respected and growing care group in the West Midlands, currently seeking an experienced and enthusiastic Customer Relations Manager to join their outstanding team at one of their modern, purpose-built care homes in Birmingham.

With over 14 homes and more in development, this care provider has been setting the standard for high-quality, person-centred care since 2004. At the heart of everything they do are the values of Love, Caring, and Compassion - creating a warm and welcoming environment for both residents and their families.

Your Role:

As Customer Relations Manager, you will be the welcoming face and trusted contact for residents and their families throughout their journey, from their very first enquiry to ongoing satisfaction after moving in.

You’ll play a pivotal role in maintaining high occupancy levels and promoting the home’s excellent reputation within the local community. If you’re someone who thrives in a people-first setting and loves building meaningful connections, this role is made for you.

Key Responsibilities

* Lead the end-to-end sales and admissions process
Provide a supportive, informative, and professional experience for all prospective residents and their families.

* Develop and maintain positive relationships
Be a consistent point of contact for residents and loved ones, ensuring their needs are met and voices heard.

* Collaborate with the marketing and care teams
Plan and attend events, open days, and community engagement activities to promote the home and its services.

* Ensure a premium customer experience
Deliver a personalised, compassionate, and attentive service throughout the customer journey.

* Maintain accurate records and timely follow-ups
Use CRM systems and internal tools to track all enquiries, tours, and admissions processes effectively.

What We’re Looking For

We’re looking for someone who is not only professional and polished but truly cares about making a difference in people’s lives.

* Experience in a residential care or healthcare setting – Essential

* Customer service or relationship management background

* Outstanding communication and interpersonal skills

* Warm, empathetic, and proactive approach

* Highly organised, with attention to detail and follow-through

What’s in It for You?

* Competitive base salary (based on experience)

* Attractive performance-based bonus scheme

* Supportive and passionate team culture

* A chance to work for a values-led, growing care group

* The opportunity to truly make a difference every day

If you're ready to step into a rewarding role where your skills in communication, care, and customer engagement truly matter, apply today. We’d love to speak with you and tell you more about this exciting opportunity.

Willo Recruitment – Connecting compassionate professionals with meaningful roles