Booking Specialist

Welbeck; Greater London; On-site; GBP 24,000 - 32,000; Full time

Job summary

Welbeck is seeking an experienced Booking Specialist to join our Specialist Booking Team. You will manage enquiries, guide patients and referrers, and ensure a high-quality customer journey across multiple services and centres.

The role focuses on building relationships, handling complex decision journeys, and driving bookings while upholding Welbeck’s guest experience and sales excellence. Healthcare experience is helpful but not essential.

Qualifications

• Customer-focused professional with relationship-building skills.
• Organised, proactive and able to manage multiple priorities.
• Communicates effectively and delivers results.
• Experience in customer-facing roles preferred but not essential.

Responsibilities

• Manage enquiries, referrals and bookings across services and centres.
• Guide patients and referrers to appropriate services and pathways.
• Deliver exceptional customer experience at every booking stage.
• Proactively manage enquiry pipelines and follow-ups.
• Build relationships with patients, referrers and internal teams.
• Support conversion and performance through enquiry management.
• Use CRM systems and booking platforms to maintain records.
• Escalate complex enquiries promptly.
• Contribute to service improvement and booking process development.
• Champion guest experience standards and sales culture.

Skills

Customer success

Sales

Account management

Customer experience

Tools

CRM systems

Booking platforms

Performance data

Job description

About The Department

Our Central Services teams are the driving force behind the exceptional experiences we deliver every day. Working in partnership with operational and clinical colleagues, the department provides expert support across key business functions, helping to ensure patients receive outstanding care from the moment they walk through our doors.

About The Department

Our Central Services teams are the driving force behind the exceptional experiences we deliver every day. Working in partnership with operational and clinical colleagues, the department provides expert support across key business functions, helping to ensure patients receive outstanding care from the moment they walk through our doors.

About The Role

We are looking for an experienced customer success, sales, account management or customer experience professional to join our Specialist Booking Team. This is not a traditional healthcare administration role. We are seeking a commercially minded and customer-focused individual who enjoys building relationships, managing enquiries and supporting customers through complex decision-making journeys. Healthcare experience is helpful, but not essential. What matters most is your ability to communicate effectively, manage opportunities proactively and deliver outstanding customer experiences. As a Booking Specialist, you will take ownership of enquiries from first contact through to booking outcome, helping patients, referrers and partners navigate Welbeck's services and identify the most appropriate pathways to meet their needs. You will play a key role in supporting business growth by maximising appropriate booking opportunities while always acting in the best interests of the patient.

Overview of key responsibilities

• Manage enquiries, referrals and bookings across multiple services and centres.
• Guide patients and referrers to the most appropriate services, clinicians and pathways.
• Deliver an exceptional customer experience across every stage of the booking journey.
• Proactively manage enquiry pipelines, follow-up activity and booking opportunities.
• Build strong relationships with patients, referrers, consultants and internal teams.
• Support booking conversion and commercial performance through effective enquiry management.
• Use CRM systems, booking platforms and performance data to manage activity and maintain accurate records.
• Escalate complex enquiries and service issues appropriately and in a timely manner.
• Contribute to service improvement initiatives and the ongoing development of booking processes.
• Champion Welbeck's Guest Experience standards and Sales Excellence culture.

About You

You are a customer-focused professional who enjoys helping people, building relationships and delivering results. You are organised, proactive and confident managing multiple priorities while maintaining a high standard of service. You take ownership of your work, communicate effectively and enjoy working towards individual and team objectives.

About Us

For more information about Welbeck please

Recruitment Process

For this role, there will potentially be three stages;

Stage 1 – Shortlisting

Stage 2 – Interview Assessment

Disclosure and Barring Service (DBS)

Welbeck is committed to safeguarding and promoting the welfare of patients and expects all staff to share this commitment. All roles are subject to pre-employment checks in line with regulatory requirements, including an appropriate level of Disclosure and Barring Service (DBS) check.

Using AI

AI tools can be helpful when you're preparing documents or refining how you present your experience. What matters is that anything you share with us, from your application to your interview, reflects your own skills, experience and judgement. We want to understand the real you, so please use AI responsibly and avoid submitting information that is inaccurate, exaggerated or inauthentic.

Equality, Diversity & Inclusion

At Welbeck, we believe exceptional care starts with inclusive teams. We are committed to creating a workplace where difference is valued and excellence is expected; where people feel respected, and everyone is supported to do their very best. We welcome applications from all backgrounds and experiences and appoint on merit, recognising that diverse perspectives strengthen clinical quality, leadership, operational delivery and patient care.