Customer Acquisition Manager (Remote)
Posted by Hales Group
Pay not stated
Remote · Permanent
Choosing care for yourself or someone you love can feel overwhelming. We're looking for someone who can make that first step easier, build trust quickly and turn genuine enquiries into lasting customer relationships.
Hales HomeCare supports people in their own homes, helping them to live safely, confidently and independently while maintaining their dignity, choices and everyday routines. Our care teams work within local communities, providing practical care, reassurance and companionship tailored around the individual.
This reflects our commitment to delivering compassionate, person-centred care, built around each individual's needs, choices and routines, and underpinned by the values that guide everything we do at Hales HomeCare. We're now looking for an engaging and enthusiastic Customer Acquisition Manager to take central ownership of our self-funded customer journey, from the very first enquiry through to care commencing.
The role This is a commercially focused, customer-led position where speed, empathy and confident follow-up really matter.
People enquiring about care are making an important decision at a difficult or unfamiliar time. You'll become their primary point of contact, taking the time to understand what they need, explaining how Hales HomeCare can help and guiding them through the process.
At the same time, you'll take ownership of each opportunity. You'll follow up proactively, understand what may be preventing someone from making a decision and confidently ask for the business when Hales is the right solution.
What you'll be doing You'll manage new self-funded enquiries from initial contact through to conversion, including:
- Responding quickly to new enquiries
- Understanding care requirements, urgency and funding position
- Checking geography and local branch capacity
- Building rapport with individuals and their families
- Clearly explaining the Hales HomeCare service and proposition
- Arranging care assessments with the appropriate branch
- Ensuring enquiries are followed through promptly
- Following up after assessments and quotations
- Confidently asking for the business and converting enquiries into customers
- Maintaining contact with families who are still considering their options
- Re-engaging suitable dormant enquiries
- Recording and understanding reasons for lost business
- Monitoring enquiry and conversion performance by marketing source
- Working closely with the Marketing team to understand what's working and adapt campaigns where necessary
- Reporting monthly on conversion rates, customer acquisition and lost opportunities
You'll ideally bring:
- Proven experience in sales, customer acquisition, enquiry conversion or business development
- A strong track record of following leads from initial enquiry through to successful conversion
- Excellent telephone communication and relationship-building skills
- The ability to build trust quickly
- Confidence discussing services, pricing and next steps
- A proactive approach to follow-up rather than waiting for customers to come back to you
- Natural tenacity and commercial awareness
- A warm, consultative and empathetic communication style
- Strong organisation and attention to detail
- Confidence working with targets, conversion data and performance measures
- The ability to work effectively across operational and Marketing teams
- Proven experience of working with digital CRM systems and data analytics
Our priority is finding someone with excellent sales and customer-conversion skills who understands that great selling starts with listening, understanding and building trust.
Why join Hales HomeCare?
This is an opportunity to take ownership of an important part of the Hales HomeCare customer journey and make a genuine commercial impact.
You'll sit at the centre of the relationship between prospective customers, their families, our local branches and Marketing, making sure that promising enquiries don't become missed opportunities.
You'll be directly rewarded for your successes and be part of the ongoing development of the Hales Group brand And there's a bigger purpose behind the numbers.
Every successful conversation could ultimately help someone to remain independent in the place they call home, supported by care built around their individual needs.
If you're commercially minded, brilliant with people and know how to turn conversations into customers, we'd love to hear from you.
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