Customer Care and Service Delivery Manager

As our Customer Care & Service Delivery Manager, you’ll lead the design and delivery of an exceptional customer journey from the very first enquiry to long-term residency. You’ll help us bring our values to life by ensuring every touchpoint reflects genuine care and hospitality.

About Athena Care Homes:
Athena Care Homes is an award winning, family-owned business operating seven residential nursing homes in East Anglia where care and compassion runs through to our very core. 

At Athena we celebrate everyone as an individual. Whether that’s delivering authentic care, supporting our team to make moments for our residents and their loved ones, or whether that’s learning and growing together.

About the role:
We’re looking for a Customer Care & Service Delivery Manager who shares our passion for creating homes filled with warmth, dignity, and joy. This is a regional role at the heart of our vision for outstanding person-centred care. You’ll champion the resident and family experience across our homes, guiding and inspiring our teams to make every interaction meaningful.

Salary:
Competitive salary plus car allowance.

Shift Pattern:
37.5 hours per week, across Monday to Friday, whilst also providing on-call support on a rota basis.

Location:
Regional – travelling to all 7 care home locations around East Anglia (Peterborough, Kings Lynn, Cambridge, Ipswich)

Key Duties & Responsibilities:

• Shape the customer journey, ensuring every resident and family feels truly seen, heard, and valued.
• Coach and inspire home managers and teams to deliver authentic, heartfelt service that exceeds expectations.
• Nurture a culture of excellence, embedding hospitality principles into daily practice.
• Monitor and enhance service delivery, using feedback and insights to drive continuous improvement.
• Collaborate across teams, aligning communications, storytelling, and service standards with Athena’s brand promise.
• Be a visible advocate for residents and families, ensuring their voices guide how we grow and improve.

Training, Skills & Experience Required:

• Be a natural communicator with a genuine passion for enhancing the lives of older people.
• Experience in customer experience, hospitality, or service delivery leadership, ideally within health or social care.
• A strong sense of empathy and professionalism with a deep understanding of what great service and customer care looks like in a care setting.
• A coaching mindset and the ability to inspire others to give their best.
• Strong organisational and relationship-building skills.

What we can offer:

• Fully comprehensive induction.
• Competitive salary.
• 25 days of holiday per year plus bank holidays.
• Free Blue Light Card & access to the Blue Light discount platform.
• Refer a friend scheme.Ca