Reports to: Home Manager

Location: Brandon Park                        Salary: 28k to 30k

Hours: Full-time, 40 hrs a week

Reports to: Home Manager

About Stow Healthcare

Stow Healthcare is an award-winning care provider, known for delivering premium residential, nursing, and memory care in beautifully restored country homes across East Anglia. Our philosophy is rooted in family values, and we are proud that all our homes are rated ‘Outstanding’ or ‘Good’ by the Care Quality Commission. Brandon Park Nursing Home exemplifies our commitment to loving care, community, and excellence.

Role Overview

As Customer Liaison Coordinator, you will be the welcoming face and trusted point of contact for residents, families, and visitors. You will ensure that every interaction reflects the warmth, professionalism, and high standards that define Brandon Park and the wider Stow Healthcare family. You will also play a key role in building community connections, supporting local engagement, and contributing to business development efforts to grow the home’s reputation and occupancy.

Key Responsibilities

Resident & Family Engagement

• Build strong, trusting relationships with residents and their families.
• Provide timely, empathetic responses to queries, feedback, and concerns.
• Facilitate family meetings and ensure clear communication between care teams and families.
• Supporting families and residents for those on a temporary respite stay to consider permanent residency at the home.

Admissions & Onboarding

• Support prospective residents and families through the admissions journey.
• Conduct personalised tours of the home, showcasing our care philosophy and environment.
• Coordinate with home manager and admissions team to ensure smooth transitions into care.

Customer Experience & Advocacy

• Champion the resident experience, ensuring every day is special.
• Monitor satisfaction levels and identify opportunities for service improvement.
• Maintain accurate records of interactions and feedback.

Community Engagement & Business Development

• Build and maintain relationships with local healthcare providers, community groups, and referral sources.
• Represent Brandon Park at community events, and outreach activities.
• Collaborate with the marketing team to promote the home through local campaigns and initiatives.
• Support efforts to increase occupancy and enhance the home’s visibility in the region.

Brand Representation

• Uphold Stow Healthcare’s values in all communications and interactions.
• Ensure all materials and messaging align with our tone: professional, compassionate, and reassuring.

Skills & Experience

• Experience in customer service, client relations, or coordination roles—ideally within healthcare, aged care, or hospitality.
• Excellent communication and interpersonal skills.
• Strong organisational abilities and attention to detail.
• Proficiency in Microsoft Office and CRM systems.
• Understanding of aged care standards and safeguarding (preferred).
• Relevant qualifications in Health & Social Care, Customer Service, or similar (desirable).
• Experience in community engagement, networking, or business development (advantageous).

What We Offer

• A supportive and inclusive team culture.
• Opportunities for professional development and career progression.
• The chance to make a meaningful difference in the lives of others.
• A beautiful working environment in a home that feels like a boutique hotel.

Join Us

If you’re passionate about delivering exceptional service, building community connections, and helping grow a thriving care home, we’d love to hear from you.

Apply today and help us make every day special at Brandon Park.