Lead Booking Specialist

Welbeck; Greater London; Presencial; GBP 60 000 - 90 000; Tempo integral

Resumo da oferta

Welbeck, based in London, is seeking a Booking Specialist Lead to drive the Specialist Booking Team and deliver outstanding customer journeys. You will manage pipelines, improve conversion, and partner with operational leaders to maximise bookings and service utilization.

The role requires a commercially minded leader with a track record in customer-focused environments and a proactive, data-driven approach to performance improvement.

Qualificações

• Experience leading customer success, sales, or account management teams.
• Proven ability to manage pipelines and improve conversions.
• Strong relationship-building and stakeholder management.

Responsabilidades

• Lead, coach and develop the Specialist Booking Team.
• Drive enquiry conversion and booking performance across services.
• Balance customer experience with commercial performance.
• Monitor KPIs, pipelines and trends to identify improvements.
• Collaborate with Centre Directors to maximise bookings and utilisation.

Conhecimentos

Customer success

Account management

Leadership

CRM systems

Ferramentas

CRM software

Booking platforms

Descrição da oferta de emprego

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.

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 or account management professional to lead our Specialist Booking Team.

This is not a traditional healthcare administration role. We are seeking a commercial, customer-focused leader with experience managing pipelines, improving conversion and developing high-performing teams. What matters most is your ability to build relationships, drive performance and create outstanding customer journeys.

As Booking Specialist Lead, you will lead and develop the team supporting patients, referrers and partners across Welbeck, working with operational leaders to improve processes, maximise bookings and maintain exceptional service standards.

Overview of key responsibilities

• Lead, coach and develop a high-performing Specialist Booking Team.
• Drive enquiry conversion, booking performance and customer engagement across multiple services and centres.
• Balance outstanding customer experience with strong commercial performance.
• Monitor KPIs, pipelines and performance trends to identify improvement opportunities.
• Partner with Centre Directors, Business Managers and Relationship Engagement Team to maximise bookings and service utilisation.
• Act as the escalation point for complex customer, referrer and stakeholder enquiries.
• Use CRM systems, booking platforms and performance data to manage activity and support decision‑making.
• Improve processes, patient journeys and team ways of working.
• Support strategic projects, service developments and continuous improvement initiatives.
• Champion Welbeck's Guest Experience standards and Sales Excellence culture.

About You

You are a commercially minded leader who can build relationships, influence outcomes and support teams to achieve ambitious targets. You are organised, proactive and confident using data to improve performance, solve problems and deliver excellent customer experiences.

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.