Job Description

Job Summary

We're excited to launch two new roles within our Outbounds Booking Team at the Healthcare Management Trust, based in Durham. This is a unique opportunity to be part of a growing service where you will connect with warm leads from website enquiries, open-day sign-ups and marketing campaigns, turning interest into meaningful action by supporting patients to access the care they need.

You'll get the opportunity to work alongside other passionate professionals who are committed to developing the best care services. We foster a collaborative and supportive approach to learning that helps everyone succeed.

If you're passionate about delivering a compassionate, efficient experience that reflects high standards, we'd love to hear from you.

Responsibilities

In this role, you'll help guide potential patients through their journey by proactively engaging warm leads, delivering exceptional customer service, and supporting smooth progression from enquiry to booking and beyond. Your key responsibilities include: Making timely outbound calls to warm leads within the agreed speed-to-contact SLA (typically 24-48 hours) Holding informed, empathetic conversations that qualify needs, address questions/objections, and secure a booking or clear next step Following a structured outreach cadence (e.g., Day 0 / Day 2 / Day 5) using phone, SMS and email to maximise contact and conversion Tracking outcomes throughout the patient journey and following up post-consultation to progress appropriate cases into diagnostics/procedures Recording all interactions in the CRM/patient administration system in real time, ensuring accurate data for demographics, consent, funding and outcomes Maintaining daily activity updates and a clean, well-managed lead pipeline to support KPI reporting and forecasting Providing clear, accessible information on services, fees/funding and locations, and escalating any clinical or safeguarding concerns appropriately Ensuring compliance with GDPR, information governance and contact-preference rules, and issuing written confirmations as required Sharing lead-quality insights with Marketing, highlighting recurring questions to refine scripts/FAQs, and participating in huddles, coaching and QA reviews Undertaking other reasonable duties aligned to the role and service needs

S

kills & Experience

We're looking for someone with the skills, confidence, and empathy to engage customers and convert warm enquiries into meaningful bookings. Outbound calling and conversion experience (healthcare, bookings, customer service/sales) Excellent customer service with empathetic, clear communication Confident using CRM/telephony systems and Microsoft 365, with fast and accurate note-taking Strong objection-handling skills and ability to explain services, fees and funding clearly Target-driven mindset and comfortable working to KPIs Experience in healthcare or other regulated services preferred
Job Types: Full-time, Permanent

Pay: 24,004.00 per year

Benefits:

Company events Enhanced maternity leave Enhanced paternity leave Free parking Health & wellbeing programme Life insurance On-site parking Private medical insurance Referral programme Sick pay
Experience:

Outbound calling: 1 year (required) Customer Service : 1 year (required) Healthcare or regulated?services: 1 year (preferred)
Work authorisation:

United Kingdom (required)
Work Location: In person