Customer Service Manager

About Us

Brook Meadows House provides high-quality residential and home care services in a warm, welcoming and professional environment. We are committed to delivering outstanding experiences for our residents, their families, health professionals and visitors. We are now looking for an experienced and personable Customer Service Manager to lead our front-of-house team and housekeeping and maintenance support services.

The Role 

This is a key leadership position responsible for ensuring a professional, efficient and welcoming service within Brook Meadows House.

You will supervise and manage the front-of-house team while also acting as the primary contact for prospective private residential and homecare customers. Your focus will be on delivering excellent customer experiences, supporting occupancy growth, and maintaining high service standards across both the care home through line management of the housekeeping and maintenance team.

You will also line manage the Head Chef to ensure the delivery of high quality, nutritious meals to all residents, and other users of the catering service, whilst minimising waste.

Key Responsibilities

• Lead, supervise and support the front-of-house team, ensuring a consistently professional, friendly and efficient service
• Create a welcoming environment for residents, relatives, health professionals and all visitors
• Act as the primary point of contact for all prospective private residential and homecare enquiries
• Ensure all enquiries are handled promptly, professionally and compassionately, maximising enquiry-to-admission conversion
• Arrange and undertake professional, informative and welcoming visits to the home to prospective residents or their families.
• Manage and monitor the support services budget, ensuring expenditure remains within agreed limits
• Support and lead community engagement and marketing initiatives to promote the home locally
• Maintain accurate records and reporting relating to enquiries, admissions and service performance
• Oversee staffing levels using electronic rota system, and submit employees additional duties information to payroll

About you 

We are looking for someone who combines strong organisational skills with genuine warmth and professionalism.

Essential:

• Proven ability to lead customer engagement in a service focused environment
• Strong relationship building skills with a customer first mindset
• Excellent communication and interpersonal skills
• Confidence handling enquiries with empathy and professionalism
• Strong administrative and organisational ability
• Experience managing budgets or monitoring expenditure
• Ability to lead and motivate a small team
• Good IT skills, including Microsoft Office

Desirable:

• Experience within healthcare, social care, hospitality, or a similar people-focused environment
• Knowledge of residential care or homecare services
• Experience in community engagement or local marketing initiatives

Join us at Brook Meadows House and help us create a welcoming, professional experience for everyone who walks through our doors