Business Support Manager

Business Support Manager – Peninsula Care Homes

Full-time, Monday-Friday, Permanent

£40,000 per annum

(Multi-site role, primarily based at Parkland House, Exeter)

The first conversation changes everything.

When a family calls, walks through the door, or hesitates at the prospect of a loved one moving into care, the tone you set can make all the difference. Calm, clear, and compassionate guidance doesn’t just reassure families - it shapes their trust, confidence, and experience from day one.

At Peninsula Care Homes, we know that exceptional care starts with exceptional support. Behind every warm welcome, every smooth admission, and every well-managed process is someone quietly ensuring families feel heard, informed, and valued. That’s what this role is all about.

We’re looking for a Business Support Manager who can combine operational excellence, commercial awareness, and emotional intelligence to guide families through one of life’s most important decisions - and ensure the home runs seamlessly, financially and administratively.

About the role

This is a visible, hands-on role where people and process intersect. You’ll be the steady, confident presence guiding families from their first enquiry through to moving-in day - while keeping all the administrative, financial, and front-of-house functions running smoothly.

You’ll:

• Lead all enquiries, phone, email, and in-person - ensuring every interaction is professional, warm, and responsive
• Host tours, assessments, and taster visits, helping families feel informed, reassured, and confident in their decisions
• Track enquiries, conversions, and occupancy using CRM tools and dashboards, producing actionable insights for the management team
• Maintain a polished, welcoming front-of-house environment that reflects the home’s values and high standards
• Support families with feedback, compliments, or concerns with diplomacy, empathy, and clarity
• Oversee admissions paperwork, consent forms, funding, and fee information with accuracy and sensitivity
• Partner with the finance team on invoicing, statements, and sensitive debt management
• Work with marketing partners to support campaigns, maintain online listings, and develop referral networks
• Support inspections and provider visits through accurate reporting and compliance tracking
• Lead and develop administrative/reception colleagues, nurturing a culture of high performance, warmth, and professionalism

In short, you’ll blend emotional intelligence, organisation, and operational savvy to create the best possible journey for residents and their families.

Who you are

You’re naturally warm, organised, and calm under pressure. You understand that families making care decisions need clarity, kindness, and reassurance, just as much as they need accurate information.

You’re likely someone who:

• Has experience in customer-facing roles with commercial targets (care, hospitality, healthcare, property, or sales)
• Communicates with confidence, professionalism, and empathy
• Is highly organised and comfortable working with data, dashboards, CRM systems, and Excel
• Enjoys hosting tours, events, or visits and making people feel at ease
• Can handle financial administration - invoices, statements, and fee queries - with clarity and sensitivity
• Maintains a calm, solutions-focused mindset under pressure
• Demonstrates emotional intelligence, resilience, and genuine care for people during sensitive moments
• Bonus points for experience in care, knowledge of funding routes (CHC, top-ups, D2A), or liaising with discharge teams and professionals

You don’t just manage enquiries - you shape experiences, build trust, and ensure operational excellence every day.

About us

Peninsula Care Homes is built on strong values and a genuine commitment to quality care. Our CARE values guide everything we do:

• Committed – celebrating success and making work enjoyable
• Ambitious – always looking for better ways to do things
• Responsible – taking ownership and doing the right thing
• Embracing – respecting individuality and personal choice

Our Rich Life Framework – Everything we do begins with understanding what a rich and meaningful life looks like for each individual. As a Business Support Manager, you'll be instrumental in supporting our teams, systems, and operations, ensuring we can deliver high-quality services that help people feel safe, valued, and connected to the things that matter most to them.

We also offer:

• 25 days annual leave, plus bank holidays
• Free DBS check and auto-enrolment into our pension scheme.
• Eligibility for the Blue Light Card, giving you discounts across shops, restaurants and more.
• Access to a Peninsula Care Homes Mental Health First Aider, an external confidential helpline for you and your family, the ‘Whycare?’ app, and a Refer a Friend scheme (earning you money for bringing your friends on board)

If you’re looking for a role where people matter, where first impressions count, and where your organisational and interpersonal magic can genuinely change someone’s experience for the better, we’d love to hear from you.