Business Development Manager (Care Homes)

We are seeking a dynamic and results-driven Business Development Manager specialising in Care Homes. This role involves identifying new business opportunities, fostering relationships within the care sector, and expanding our organisation’s presence in this specialised market. This is an exciting opportunity to contribute to the growth of a reputable organisation dedicated to delivering quality care solutions.

Job Title: Business Development Manager (Care Homes)

Location: Hybrid Role – Based mainly within the Chorley area but travel to other homes will be required

Reports to: Operations Director/Directors

Hours: Part‑time – 24 to 28 hours per week – Split over 3 – 3.5 days per week (flexibility required, including occasional weekends/events)

Salary: £24,000 to £28,000 per annum

Contract: 6 Month Fixed Term Contract with a view to becoming a permanent role

Benefits: Generous Bonus Scheme Available, Flexible Hybrid Working, Free on‑site Parking, Discounted/Free Meals provided, Eligible for Blue Light Discount

Job Purpose

To lead and deliver an outstanding customer experience for residents, families, visitors, and prospective clients. The Business Development Manager is responsible for managing enquiries, overseeing the admissions process, handling feedback and complaints, and promoting a positive reputation for the home.

Key Responsibilities

Customer Experience & Engagement

• Act as the main point of contact for residents, relatives, and visitors
• Ensure a warm, welcoming, and professional environment at all times
• Build strong relationships with residents and families to promote satisfaction and trust
• Oversee customer feedback systems and drive continuous improvement

Enquiries & Admissions

• Manage all enquiries (phone, email, website, walk‑ins) promptly and professionally
• Conduct tours of the home for prospective residents and families
• Coordinate and support the admissions process from enquiry to move‑in
• Maintain accurate records of enquiries and conversions

Complaints & Feedback

• Manage complaints effectively, ensuring they are resolved promptly and sensitively
• Investigate concerns and work with the care team to implement improvements
• Monitor trends in feedback and report to senior management
• Ensure compliance with complaints procedures and regulatory expectations

Marketing & Occupancy

• Support occupancy targets by converting enquiries into admissions
• Work with marketing teams to promote the home (events, open days, community engagement)
• Maintain relationships with local stakeholders (e.g. hospitals, GPs, community groups)
• Represent the home at external events when required

Administration & Systems

• Maintain accurate customer records and reporting systems
• Track enquiry sources, conversion rates, and occupancy data
• Ensure all documentation is compliant and up to date

Compliance & Quality

• Ensure all customer‑facing processes align with Care Quality Commission (CQC) standards
• Promote a culture of dignity, respect, and person‑centred care
• Support audits and quality assurance processes
• Work closely with the Home Manager, care teams, and head office functions
• Support training of staff in customer service standards and communication
• Promote a positive and professional culture across the home

Person Specification

• Experience in a customer service, hospitality, or sales role
• Strong communication and interpersonal skills
• Experience handling complaints and resolving issues
• Organised with good administrative and IT skills
• Ability to build relationships and influence decisions
• Experience in the care or healthcare sector
• Knowledge of the care home admissions process
• Understanding of safeguarding and care regulations
• Marketing or sales experience
• Customer‑focused and empathetic approach
• Strong negotiation and influencing skills
• Problem‑solving and decision‑making ability
• High level of professionalism and discretion
• Ability to work independently and as part of a team

Key Performance Indicators (KPIs)

• Enquiry response times
• Conversion rates (enquiry to admission)
• Occupancy levels
• Customer satisfaction and feedback scores
• Complaint resolution times

Other Requirements

• Flexibility to attend events and occasional weekends
• Satisfactory DBS check
• Commitment to continuous professional development

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