Enquiries Consultant

London Women's Clinic; Greater London; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

32 days annual leave

Pension plan

Life assurance

EV Car Scheme

Cycle-to-Work

Perkbox benefits platform

Health and wellness programmes

Ongoing learning and development

Job summary

London Women's Clinic, part of the JD Healthcare Group, is seeking an Enquiries Consultant to be the first point of contact for individuals beginning fertility care. You will provide warm, accurate information by phone, email and web enquiries, guiding potential patients toward their first appointment with empathy and care.

You will work with Salesforce CRM, maintain records, and collaborate with clinical and admin teams across sites to ensure a seamless patient journey from the initial enquiry

Qualifications

• Experience in a customer service or sales role with an excellent telephone manner.
• Previous experience within a healthcare or fertility environment.
• Excellent written and verbal communication skills in English with a warm, empathetic and confident approach.
• High level of attention to detail and ability to maintain accurate records.
• Computer literate — including Outlook, electronic medical records systems and CRM platforms such as Salesforce.
• Comfortable discussing sensitive topics with empathy, discretion and professionalism.

Responsibilities

• Be the first point of contact for all enquiries — answering questions and creating a positive first impression of London Women's Clinic.
• Respond to enquiries in a timely, professional and empathetic manner, following internal processes.
• Record all interactions and communications accurately on Salesforce CRM with up-to-date notes for reporting.
• Proactively follow up with enquiries, tailoring communication to individual needs.
• Ensure booked patients receive pre-appointment information and are prepared for their first visit.
• Maintain up-to-date knowledge of services across the JD Healthcare Group to provide accurate information.
• Liaise with clinical, administrative and support teams across sites to ensure a seamless patient experience.

Skills

Customer service

Telephone etiquette

Healthcare experience

English communication

Attention to detail

Empathy

Sales/Enquiries experience

Salesforce CRM literacy

Tools

Salesforce CRM

Outlook

EMR systems

Job description

About Us

JD Healthcare Group is one of the UK's leading fertility and reproductive healthcare providers, operating brands including London Women's Clinic, London Egg Bank, London Sperm Bank, KindIVF, Surrey Park Women's Clinic and Elective Egg Freezing across the United Kingdom. Since 1985, we have been supporting individuals and families through some of the most significant journeys of their lives — combining world-class clinical expertise with genuine human care. Everything we do is driven by a shared purpose: helping people build the families they dream of.

About The Role

As Enquiries Consultant at London Women's Clinic, you will be the first point of contact for individuals and couples taking their first steps into fertility care — and the quality of that first impression matters enormously. Through telephone, email and web enquiries, you will provide warm, accurate and tailored information about our treatments and services, guide potential patients towards booking their first appointment and support them through the early stages of their journey with us. This is a role that combines outstanding customer service with genuine empathy — where your ability to connect with people, understand their individual circumstances and communicate with clarity and care will make a real difference to patients at a potentially life-changing moment.

What You Will Do

• Act as the first point of contact for all incoming enquiries — answering questions, providing accurate information about treatments and services and creating an exceptional first impression of London Women's Clinic
• Respond to all enquiries in a timely, professional and empathetic manner, following best practice processes and leading by example within the wider team
• Record all interactions and communications accurately on Salesforce CRM, maintaining comprehensive and up-to-date records for reporting and data capture
• Proactively follow up with enquiries understanding their individual situation and tailoring communication to their specific needs
• Ensure all patients who have booked receive appropriate pre-appointment information and are fully prepared for their first visit
• Maintain up-to-date knowledge of services, clinics and treatments across the JD Healthcare Group to provide accurate and tailored information at all times
• Liaise with clinical, administrative and support teams across all sites to ensure a seamless and positive patient experience from first contact onwards

What We Are Looking For

Essential

• Demonstrated experience in a customer service or sales role with an excellent telephone manner
• Previous experience within a healthcare or fertility environment
• Excellent written and verbal communication skills in English with a warm, empathetic and confident approach
• High level of attention to detail and ability to maintain accurate records
• Computer literate — including Outlook, electronic medical records systems and CRM platforms such as Salesforce
• Comfortable discussing sensitive topics with empathy, discretion and professionalism

Desirable

• Strong organisational and time management skills with the ability to work independently
• Genuine interest in fertility and a desire to develop knowledge of treatments and services
• Ability to thrive in a fast-paced, dynamic environment while maintaining high standards

What We Offer

• 32 days annual leave including bank holidays
• Life assurance
• Pension plan
• Workplace Nursery Scheme
• MyGym discounts
• Staff treatment discounts
• EV Car Scheme and Cycle2Work
• Perkbox benefits platform
• Health and wellness programmes
• Ongoing learning and development opportunities

Equal Opportunities

JD Healthcare is an Equal Opportunities employer. We are committed to diversity and inclusion and encourage applications from all backgrounds.