Enquiry Manager
Reporting to: Operations Director
Location: SweetTree Home Care Services (NW6 3QH)
Schedule: Monday – Friday 9am-5pm. 37.5 hours weekly.
Salary: £35,000 – £40,000 per annum
Our Commitment to Exceptional Care:
At SweetTree, we do not just provide care – we create meaningful connections and enhance the lives of individuals with General Home Care needs, Dementia, Learning Disabilities, and Brain injuries & Neurological conditions. We believe that every interaction is an opportunity to make a positive impact, and we’re looking for talented individuals who share our vision for the Enquiry Manager role. SweetTree Home Care Services is a leading provider with an Outstanding rating from the CQC. For two decades, we have been dedicated to offering exceptional support and community and home based services for individuals requiring support.
Purpose of the Role:
At SweetTree Home Care, we are looking for an innovative and vibrant individual to join the General Home Care and Dementia teams as an Enquiry Manager and play an essential role in supporting the team to deliver remarkable results. The purpose of the role is to convert a high percentage of qualified enquiries in the General Home Care and Dementia Services (includes Live In, Palliative and Reablement services). The role is pivotal in guaranteeing a seamless and positive experience for individuals enquiring into SweetTree Homecare service by being the responsible initial and main point of contact, whilst demonstrating a high level of professionalism, knowledge and empathy. The primary focus is on understanding the unique care requirements of the enquirer and knowledgeably guiding them through the process, demonstrating how SweetTree can more than meet the individual’s unique care needs in the best way. Acting as a key contact throughout the entire process and ensuring that all procedures and internal communication regarding new enquiries is managed efficiently and effectively.
Key Responsibilities Include:
- Main responsibility overseeing the Enquiry telephone line, enquiry email inbox and live chat for Home Care & Dementia Services, ensuring any enquiry is answered promptly, politely and respectfully.
- Respond to new client enquiries by understanding their requirements; gathering and researching information; assembling and forwarding information to the relevant parties and verifying customer’s understanding of information.
- Responsible for actively and organically upselling SweetTree’s Services to private and non-private enquirers, effectively communicating USP’s and how SweetTree can help solve problems.
- Ensuring the upkeep, maintenance and continual improvement of the Enquiry process, including ensuring all brochures are sent where applicable and follow up calls are made in a timely manner across the services.
- Responsible for completing relevant administrative tasks and ensuring the internal CRM remains updated.
- Responsible for forwarding, updating, and informing the Care Managers with follow ups to ensure assessments are scheduled promptly and professionally.
- Organise introductions, assessments, and be a touchpoint for ongoing care, including post-sale support.
- Manage the build of the new care package schedules and oversee that suitable carers are designated, who will be available and a good match to support the client, consulting with the manager regarding potential support workers selected for package taking in account client’s preferences and requirements.
- Liaise with the relevant support workers when needed, update information on the package and provide all necessary documentation and oversee where needed introduction setup of support workers.
- Oversee and assist in handing over to the respective Care Manager and Key Coordinator for the new care packages.
- Provide post-sales support via follow up calls with new clients and support workers after the first shifts has been completed and suggest any improvements / changes that are necessary
- Liaising with the recruitment team to identify any forthcoming recruitment needs, meeting support workers during Pre-Employment training to identify Support Workers for packages within the pipeline
- Identify the source of the new enquiries and feedback to the care and Operations team and help with any relevant marketing in those areas, including relationship building with third parties.
- Understand the homecare market in relation to competitors, reviewing and understanding the data and report findings to management.
- Shared responsibility for the Enquiry conversion KPI and ensuring the monthly target is met.
- To provide an outstanding service to all enquirers to ensure that SweetTree maintains its reputation as a premium provider of care and to contribute to the overall development of the service and promote a positive image of the clients and SweetTree Home Care Services.
- Any other duties as required
Eligibility Criteria:
✅Essential – Experience in a client focused role, with excellent interpersonal and communication skills, and the ability to communicate with a range of people using a variety of communication methods.
✅Essential – A passion for empathetically working with people and for providing high quality support.
✅Essential – Excellent organisational skills and an ability to stick to deadlines.
✅Essential – A natural proclivity to work and thrive within a team environment.
✅Highly Desirable – Previous experience in the care industry, or any other service industry
✅Desirable – Previous experience in sales/customer service role
✅A ‘doer’ type attitude that does not shirk away from challenges.
✅Above average level of IT literacy in relation to Microsoft Outlook, Word and Excel.
What’s in It for You?
✨ 25 days paid annual leave + 8 bank holidays
✨ A ‘Me Day’ – an extra day off + £20 to treat yourself
✨ Ongoing support and development, with accredited training and apprenticeship providers
✨ Health & Wellbeing Programme
✨ Discounted shopping & services platforms
✨ Free eye care vouchers
✨ Free DBS check
✨ Company Pension Scheme
✨ Longevity Service Awards
✨ Fun social events (Christmas & Summer parties!)
Dress Code: Professional attire meeting health and safety requirements.
If you are passionate about making a positive impact through care enquiries, as well as possess the essential experience, skills, and attitudes outlined above, we encourage you to apply for the position of Enquiry Manager at SweetTree. Join us in our mission to help clients and communities thrive in harmony.
To apply, please submit your resume and a cover letter detailing your relevant experience and why you are the ideal candidate for this role. SweetTree is an equal opportunity employer and welcomes applications from all qualified candidates.
