Booking Specialist — Patient Pathways & Experience

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

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.