Gracewell Healthcare launches bespoke contact centre for new enquiries

Gracewell Healthcare has launched a new Contact Centre to provide a personalised service for people looking for a care home.

By offering a sensitive and personable service for new enquiries, Gracewell hopes to ease the difficulties associated with residents joining a care home setting for the first time. The Contact Centre has also adjoined an existing care home to fully embed the service within the organisation.

Open seven days a week between 8am – 8pm Monday to Friday and 9am – 5.30pm Saturday and Sundays, Gracewell believes that the new bespoke service will give new callers a positive introduction to the care providers and maximise sales through effectively capturing incoming leads.

The new Contact Centre employs eight Community Relations Coordinators who have had extensive training to provide an excellent experience for potential customers.

As part of each Community Relations Coordinator’s two-week training programme, new recruits were given first-hand experience of what living at a Gracewell home is like for residents. This included shadowing care shifts, embarking on memory care training, and spending time within care homes to develop a true understanding of Gracewell.

The Centre, which received significant investment from Gracewell, has been operational for three weeks and now takes up to 100 calls a day.

The new team will be led by Rachel Warburton, who joined the organisation in January 2020, and has over 20 years’ experience in customer service roles.

Rachel lived and worked in Spain for 13 years, successfully leading large teams of telemarketers during the overseas property boom. On returning to the UK in 2012, she joined a large recruitment company as the Out of Hours Contact Centre Manager, filling temporary bookings for NHS and private care home contracts, while maximising revenue and offering excellent customer service to the internal stakeholders of 65 recruitment branches along with the many clients and candidates.

Rachel prides herself in developing motivated, engaged and high performing teams, putting the customer at the heart of everything and she is eager to embrace the new challenge that the Contact Centre offers. She is particularly looking forward to working closely with the Homes Admissions Advisors at each Gracewell home, to build a collaborative and supportive relationship, with the aim to supply good quality, warm sales leads along with an outstanding level of customer service to all stakeholders.

Speaking of the new Contact Centre, Rachel Warburton, said:

“I am really excited for the Contact Centre to open officially and for my team to settle into their roles. We have a really unique opportunity to make a difference to our potential residents and their family members during a time that may be both difficult and upsetting for them.

My team and I have the chance to make the experience of finding the right care home as positive and worry free as the process can be, and to embody Gracewell’s core values and ethos right from the very first contact and to give the very best, first and lasting, impression of what it means to be a part of the Gracewell family.

We are really looking forward to working with Homes Admissions Advisors within each home to support the sales process and enhance the volume of sales leads and opportunities. We have a great team who can’t wait to help potential residents and their family members navigate the process of finding the right care home in the best way possible, so they can live their best lives.


For more information about Gracewell, click here.

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