The Customer Experience team have a great opportunity for a Customer Service Manager to join the Barchester family responsible for the performance of our outsourced customer service contact centre team, as well as a small internal team Managing online reviews (google and CHUK reviews) and all social media customer contact. Working remotely with monthly visits to Newcastle and London. As a Customer Service Manager, you will drive performance of the c contact centre via various channels. You will lead effective, empathetic customer communication and solve complex issues with support from stakeholders. You will oversee the service performance of the outsourced customer care team to ensure KPIs and SLAs are achieved and a high quality of service is delivered to customers. You will drive process and cultural improvement in operations through identifying trends and opportunities to improve service levels. Barchester Healthcare is one of the UK''s market leading healthcare providers being the second largest in the UK with over 250 care homes and hospitals across the country. With a successful new builds programme with 10 new build homes being built and opened every year for the next three years, we are rapidly and successfully expanding.Role and responsibilities: Ensuring the outsourced Customer Care Team deliver performance and a high quality of service Drive performance at the Contact Centre focussed on commercial opportunity, removing waste calls and contacts where possible to fo