Customer Relationship Manager

£40,000 - £45,000 per annum, a highly competitive Commission Structure, free meals on shift, plus lots of great benefits!

Live Well Today, Thrive Tomorrow as a Customer Relationship Manager with Berkley Care

As a Customer Relationship Manager, you are the face and voice of our home to prospective families, guiding them with empathy, clarity, and confidence through one of life’s most important decisions. This role is about trust, connection, and follow-through and we’re looking for someone whose natural strengths make them both a caring guide and a proactive driver of results.

Whether it’s through a warm conversation or a beautifully delivered tour, you’ll help families see not just the features of our home, but the feeling of life within it — often brought to life through the power of storytelling.

A care background isn't required, but our ideal candidate will have a sales background in a role where building relationships is key.

In this role, you will:

• Guide families through every step of the journey, from initial enquiry to move-in day.

• Build and nurture strong relationships with residents, families, and key stakeholders (hospital discharge teams, GPs, district nurses, care at home providers).

• Deliver personalised tours and conversations, weaving in real resident stories to bring Berkley to life.

• Present clear, transparent fee structures and funding information using our Berkley rate card.

• Host and support regular community events within the home and represent Berkley at fairs, exhibitions, and partnership meetings.

• Use storytelling to build trust, address concerns, and highlight the lifestyle and emotional benefits of living at Berkley.

• Work closely with care, hospitality, and marketing teams to ensure seamless, joined-up experiences.

• Coordinate personalised welcome experiences for new residents and families.

• Drive enquiry conversion using our CRM system, maintaining an up-to-date sales pipeline, tracking progress, and ensuring timely follow-ups.

• Share CRM insights with the General Manager to support local strategy and attend weekly performance reviews.

• Research competitors to highlight Berkley’s unique strengths and gather feedback to refine the customer journey.

• Manage online profiles on platforms like Carehome.co.uk and Lottie, obtaining reviews across multiple channels.

• Design event materials (posters, invites, social posts) using Canva or similar tools, ensuring brochures and welcome packs are up to date.

• Support other homes when required and deliver regular customer experience training for colleagues.

Key Strengths for Success (Inspired by CliftonStrengths themes)

We’re seeking someone who operates with strengths like:

• Activator - You’re energised by turning ideas into action. You bring momentum to the enquiry process and move people from interest to decision with positivity and purpose.
• Empathy - You instinctively sense how others feel, creating comfort and understanding in emotionally charged moments.
• Communication – You express ideas clearly and engagingly — using stories, analogies, and emotion to help families truly connect with what we offer.
• Storytelling - (blended through Communication, Empathy, and Context) You naturally draw on real experiences, examples, and resident journeys to bring the Berkley lifestyle to life and build trust.
• Relator - You form meaningful, lasting relationships built on trust and sincerity.
• Individualisation - You notice what makes each person unique and tailor your approach to suit them.
• Responsibility - You take ownership from the first enquiry to move-in and always follow through.
• Achiever - You’re naturally motivated and take pride in delivering outstanding results.
• WOO (Winning Others Over) - You enjoy meeting new people, quickly making connections, and building rapport with warmth and confidence.
• Curiosity - You ask thoughtful questions and actively listen, uncovering each family’s unique needs and values to tailor the experience.

What You’ll Bring

• A warm, professional, and emotionally intelligent approach.
• The confidence to take initiative and move things forward.
• A story-led communication style - you know how to make ideas resonate through real, relatable examples.
• A proactive, solutions-focused mindset.
• Strong organisational and communication skills.
• Proven success in a sales-focused role - whether in hospitality, property, events, healthcare, or another customer-led sector.
• Understanding of the emotional and practical needs of older adults and their families.
• Familiarity with CRM systems - both data input and the analysis of the data extracted from it. 

A Top Employer 2025

For the second year running, Berkley Care is the only UK luxury care home provider to be recognised in this year’s Top Employer Awards for going above and beyond when it comes to employee well-being and development.  This award is given in recognition of the group’s commitment to creating a nurturing, inclusive and supportive work environment, where the culture is warm and encouraging. 

• Competitive Commission Structure and salary
• Free meals and drinks whilst at work
• Monetary rewards for long service 
• Enhanced Maternity and Paternity Pay
• Industry leading Company Sick Pay (for critical illness and clinically necessary surgery)
• Access to a raft of benefits and discounts in hundreds of online and high street locations, plus a Blue Light Card
• Cycle to Work Scheme
• On-Demand Pay
• Employee Assistance Programme plus a 24/7 GP Helpline
• A luxury working environment
• Excellent learning, development and training opportunities
• Regular communications via our newsletter and podcasts so that you’ll always know what’s going on

So, if you want a rewarding role as a Customer Relations Manager in an environment where you’ll be valued for the person you are and where you’ll be appreciated and respected for what you can bring to the role, apply today.  There is a two-stage interview process, one of which is a face-to-face in-person interview with the Sales & Marketing Director. 

Equality, Diversity and Inclusion (EDI)

At Berkley Care Group, we are committed to providing EDI at all levels in our company.  We recognise that employing people who have diverse talents, experiences and perspectives not only contributes to our success but also allows us to have a more exciting, innovative and creative workforce.  Therefore, we are committed to creating an inclusive workplace that respects and values all individuals, including those who are Neurodiverse.

#INDHP