At a Glance
- Tasks: Manage enquiries and bookings, guiding patients through their healthcare journey.
- Company: Welbeck, a leader in patient care with a focus on exceptional experiences.
- Benefits: Supportive team environment, career growth opportunities, and a commitment to diversity.
- Other info: Join a dynamic team dedicated to improving patient experiences and outcomes.
- Why this job: Make a real difference in patients' lives while developing your customer service skills.
- Qualifications: Customer-focused mindset; healthcare experience is a plus but not essential.
The predicted salary is between 38250 - 46750 £ per year.
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 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.
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.
Booking Specialist in London employer: Welbeck
Welbeck is an excellent employer, offering a supportive and inclusive work culture that prioritises exceptional patient care. As a Pharmacy Assistant Technical Officer in London, you will benefit from opportunities for professional growth and development while working alongside a dedicated team in a dynamic environment. Join us to make a meaningful impact in the community and enjoy the unique advantages of working in one of the UK's vibrant cities.
StudySmarter Expert Advice🤫
We think this is how you could land Booking Specialist in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Welbeck. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Welbeck before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Booking Specialist in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Welbeck:Your cover letter is your chance to shine! Tell us why you want to work at Welbeck specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Welbeck!
How to prepare for a job interview at Welbeck
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
