Lead Booking Specialist
Join Welbeck as Lead Booking Specialist, leading a high-performing team to create exceptional patient journeys, improve booking performance and deliver outstanding service.
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 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.
For a full copy of the Job Description click here.
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.
About Us
For more information about Welbeck please click here
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.
- Department
- Central Services/Shared Services
- Locations
- Welbeck Corporate (London)
- Employment pattern
- 5 days on site
- Employment contract
- Permanent
- Employment type
- Full time
- Number of open positions
- 1
- Closing date for applications
- 20 September, 2026
About Welbeck
Welbeck was founded by a group of leading healthcare specialists who strongly believed that better care was possible, and that an entirely new sort of organisation was needed to deliver this.
Through working in partnership with expert teams of doctors, architects, and operations experts, our flagship centre in London was created.
Welbeck is now a private healthcare facility like no other, with eighteen specialties all under one roof all uniquely created to put the patient first, as well as our own Surgery Centre.
Our flagship building continues to grow, with further specialties planned as well as opening two regional centres in 2026 to expand our offering beyond London.