Job Description

Location:

Harley Street

About the company:

London Women's Clinic is a leading fertility clinic in the UK, specialising in advanced reproductive treatments for women and couples. With a strong emphasis on inclusivity, the clinic offers a wide range of services including IVF, egg donation, sperm donation, and fertility preservation. Known for its patient-centred approach and cutting-edge technology, London Women's Clinic supports individuals from diverse backgrounds, including single women and LGBTQ+ families, on their journey to parenthood.

About the role:

To act as a senior member of the Enquiries team, providing a high-quality and professional first point of contact for all incoming enquiries for London Women's Clinic. Lead by example for the rest of the team in delivering exceptional customer service and providing accurate information. Support the wider team where needed and work closely with the Enquiries Leads to give feedback on any key insights into the team or incoming enquiries.

Job specification:

First point of contact

: Act as a representative of London Women's Clinic for all incoming enquiries received. Provide an exceptional introduction to the brand. Professionally, and warmly direct existing patients to the relevant internal resource or contact.

Timely communication

: Actively follow best practice processes for responding to incoming enquiries, and lead by example. Assist the wider team in being able to strive for these standards.

CRM Documentation

: Accurately record all interactions and communication with leads on Salesforce. Ensure comprehensive and up to date enquiry records are in place for accurate reporting by senior team members.

Lead conversion:

Proactively encourage enquirers to book a Fertility Health Assessment package, tailor responses to specific and individual needs. Follow company follow up processes and best practice.

Pre-appointment support

: Ensure those who have booked, receive the appropriate information regarding their booking and steps required before appointments. Help other team members find correct information when required.

Information provision:

Provide tailored and accurate information regarding treatments, services, and clinic locations. Support other team members in handling complex or sensitive questions.

Trends & Feedback:

Identify recurring trends in enquiries, including common questions, concerns, barriers to booking, or service feedback. Report these findings back to the Enquiry Leads and Operations Manager.

Support & Guidance:

Provide informal support, guidance and training to new or junior team members. Share best practices and assist in maintaining a consistent approach to enquiry management across the team.

Events:

Attend and promote in person and online events. Engage with event attendees when needed, as per the Events Manager.

Target achievement:

Strive to meet both group and individual monthly booking targets.

Collaboration:

Liaise with clinical, administrative, and support teams across all sites to ensure optimal customer experience. Build strong working relationships with key contacts.

Person specification:

Ability to work effectively as part of a team and contribute to a positive team culture. Excellent presentation and communication skills, both verbal and written. Commitment to delivering an exceptional standard of service at all times. Capacity to work independently with minimal supervision while maintaining high standards. Open and positive attitude towards working in a dynamic and changing environment. Empathetic and supportive approach to colleagues, patients, and stakeholders. Willingness to learn, share knowledge, and collaborate with team members.

Knowledge/Skills/Experience:

Demonstrated experience in a customer service or sales role. Previous experience within the Healthcare or Fertility industry. Excellent communication skills - both written and verbal English. A drive to succeed and achieve. High level of attention to detail. Strong organisational and time management skills. Excellent phone manner. A desire to learn and understand the fertility industry. Computer literate (e.g., Outlook, Electronic Medical Record Systems, Salesforce CRM or others) Empathetic and confident in discussing sensitive topics.

Qualifications:

Educated with at least 5 GCSE's grade C or above, or work experience demonstrating this level of ability.

Benefits:

For the right person, there is an opportunity for self-development and career progression. We focus on individual ability and talent to help them fulfil their role, whilst encouraging progression within the company. We are offering an excellent salary package based on prior experience. This is a full-time position (40 hrs per week) based in Tunbridge Wells, although travel between our other clinics may be required from time to time.

24 days' Annual Leave plus public Bank Holidays (based on full time 40-hour week) Life Assurance Childcare vouchers Learning opportunities Pension plan
Equality, Diversity & Inclusion: We at London Women's Clinic are an Equal Opportunities employer and recognise the value of a Diverse Organisation. London Women's Clinic appreciates all job applications. If you decide to apply for an opportunity with us, your application will be assessed based purely on your experience, the essential and desirable criteria, and your suitability for the role. Additional Information:

As part of our standard recruitment process this role will require a disclosure and barring service (DBS) check. We will request two professional references from candidates. All candidates who progress to the final stages of the recruitment process will be required to provide evidence of their right to work in the UK. This may include but is not limited to passport, VISA or residency documentation.
Job Types: Full-time, Permanent

Pay: 30,000.00-33,000.00 per year

Education:

GCSE or equivalent (required)
Experience:

Sales: 1 year (required) Customer service: 1 year (required) healthcare: 1 year (required)
Work authorisation:

United Kingdom (required)
Work Location: In person

Application deadline: 01/01/2026