Customer Relationship Manager

Customer Relations Manager | Regional Role | Growing Elderly Care Provider

East Midlands (Nottinghamshire, Derbyshire, Leicestershire)

Salary:                                £40,000 - £45,000 + £3,000 Car Allowance + Mileage + Quarterly Bonus

Are you a commercially driven Customer Relations Manager who thrives on converting enquiries into admissions?

Do you enjoy operating autonomously across multiple care homes, building external relationships, and driving occupancy performance?

Do you want to join a growing care organisation in a newly created role with genuine influence and long-term opportunity?

Then this could be the position for you.

We are working in exclusive partnership with an elderly care provider who is seeking to appoint a Regional Customer Relations Manager across the East Midlands. This is a newly created role, introduced to strengthen enquiry conversion, accelerate occupancy growth, and enhance the organisation’s external presence across a regional portfolio of care homes.

This is a highly visible, outward-facing position, suited to someone who enjoys pace, autonomy, and accountability, and who can influence performance without direct line management responsibility.

The Opportunity

This regional role covers a portfolio of approximately 7–8 care homes, with the postholder actively focusing on 2 - 3 priority services at any given time, flexing as needs change.

Reporting directly into the National Sales Manager, the role has been created to close the gap between enquiry generation and admissions conversion, supporting Home Managers to maximise opportunities while protecting revenue and reputation.

This is not a single-site admissions role. The organisation is specifically seeking someone with multi-site or regional experience, capable of operating independently and driving results across several services simultaneously.

About the Provider

This is a well-established elderly care organisation undergoing a period of growth and transformation, with significant investment into quality, operational support, and leadership infrastructure.

Over the past 6–12 months, the provider has strengthened its senior management, quality, and peripatetic support functions, recognising the link between quality, reputation, and occupancy performance.

The Customer Relations Manager will play a pivotal role in representing the organisation externally, supporting reputation rebuild, and showcasing improvements across the portfolio.

Key Responsibilities

• Drive enquiry conversion and admissions performance across priority homes
• Build and maintain strong relationships with Local Authorities, brokers, discharge teams, and community stakeholders
• Support Home Managers with enquiry follow-up, pipeline management, and conversion strategy
• Increase private-pay and LA-funded admissions, including respite-to-permanent conversions
• Act as a visible ambassador for the organisation within the local market
• Track performance metrics and provide insight to the National Sales Manager

The Ideal Candidate

• Proven experience as a Customer Relations Manager, Admissions Manager, or similar within the care or healthcare sector

Essential:

• Experience operating across multiple homes or a regional remit

• Strong understanding of care home admissions pathways and stakeholder engagement
• Confident working across both Local Authority and private-pay markets
• Commercially minded, KPI-driven, and motivated by conversion performance
• Confident, credible communicator able to influence Home Managers
• Comfortable working autonomously with minimal day-to-day supervision
• Full UK driving licence essential

Package & Rewards

• £40,000 – £45,000 (flexibility for exceptional candidates)
• £3,000 car allowance plus mileage
• Quarterly performance-related bonus, weighted by placement type
• Genuine opportunity to shape and grow a newly created role
• Long-term progression potential as the commercial function evolves

Location & Working Pattern

This is a hybrid regional role, with the base being the care home closest to the successful candidate. Regular travel is required across Nottinghamshire, Derbyshire, and Leicestershire, with one day per week working from home.

Interview Process

• First Stage: Teams interview with the National Sales Manager and a Regional CRM
• Second Stage: Interview with the CEO

Summary

This is an excellent opportunity for a driven Customer Relations Manager to join a growing elderly care provider in a newly created regional role with real influence over occupancy, reputation, and commercial performance. Offering autonomy, a competitive package, and strong earning potential through bonus, this role will suit someone looking to make a tangible impact across multiple services.

Recommendations

Compass Associates Ltd is acting as a recruitment partner for this permanent vacancy. We offer £200 John Lewis vouchers for each successful referral.

Contact Details

If you would like to be considered for this opportunity, please contact Charlie Williams directly on 0161 938 1185. Alternatively, email an updated CV to [email protected].