Crystal Care Collection
Customer Relations Manager
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Company Description
Crystal Care Collection is dedicated to providing high-quality care at an all-inclusive price, ensuring transparency and peace of mind for residents and their families. The organisation places comfort, community, and well-being at the centre of its services, creating a supportive environment for both residents and team members. From environmentally conscious planning to thoughtful, high-standard interior design, every detail is carefully considered. Crystal Care Collection is supported by a skilled, caring team that works collaboratively to deliver person-centred care and an outstanding living experience.
Role Description
The Customer Relations Manager is a full-time, on-site role based in Bicester, responsible for building and maintaining strong relationships with residents, families, and external partners. Day-to-day activities include:
- Handling enquiries
- Managing the admissions journey
- Conducting tours
- Providing clear information about services and all-inclusive pricing
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The role involves proactively gathering feedback, resolving concerns, and ensuring a positive experience throughout the resident lifecycle. The Customer Relations Manager will coordinate closely with care, operations, and marketing teams to align communication, support events, and represent Crystal Care Collection in a professional and empathetic manner. This role also requires:
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- Maintaining accurate records
- Preparing reports on customer satisfaction
- Identifying opportunities to improve service quality and community engagement
Qualifications
- Strong customer service, client relationship management, and conflict resolution skills, with a focus on empathy and professionalism.
- Experience in communication, including clear written and verbal skills, presentation abilities, and active listening.
- Organisational and administrative skills, including time management, record-keeping, and attention to detail.
- Background in hospitality, care, or service-focused environments, with an understanding of resident or patient journeys.
- Ability to work collaboratively with multidisciplinary teams and build trust with residents, families, and colleagues.
- Competence with common office software, CRM or enquiry management systems, and basic data reporting.
- Proactive problem-solving mindset, with the ability to work independently and make sound decisions in a fast-paced environment.
- Previous experience in customer relations, front-of-house, or admissions roles; experience within care or health services is an advantage.
- Relevant education such as a diploma or degree in business, communications, hospitality, or a related field, or equivalent practical experience.
- Commitment to equality, diversity, and inclusion, and to promoting the dignity, privacy, and wellbeing of all residents.
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