Company Description
Job Title: Central Bookings Manager – Healthcare
Location: Nottingham
Reports to: Operations Director
Contract Type: Full-time, Permanent
About the Role
We are seeking a Central Bookings Manager to lead and develop a high-performing bookings and scheduling function that sits at the heart of our service delivery.
This is a commercially focused leadership role, responsible for driving performance, service quality, and customer satisfaction through effective people management, strong operational grip, and a data-driven approach.
While experience of the care sector is helpful, this role is not a registered or service management position. We are particularly interested in candidates from call centre, contact centre, customer service, sales, scheduling, or fast-paced operational environments who are used to leading teams against clear KPIs and service standards.
Job Description
Key responsibilities
1. Lead, motivate, and develop a central bookings team to deliver consistently high performance
2. Set, manage, and monitor KPIs including response times, fill rates, utilisation, conversion, customer satisfaction, and service levels
3. Drive a customer-first culture, showing urgency, professionalism, and solution-focused thinking
4. Ensure bookings processes are efficient, standardised, and scalable
5. Use data, MI, and reporting to identify trends, address underperformance, and continuously improve outcomes
6. Coach and performance-manage team members, holding clear expectations and accountability
7. Work collaboratively with operational and service teams to balance quality, compliance, and commercial outcomes
8. Manage demand, capacity, and workflow in a fast-paced, high-volume environment
Qualifications
We are looking for a leader who thrives in a performance-led environment and is confident managing teams where outcomes, service quality, and customer experience matter.
Essential experience and skills:
9. Proven experience leading teams in a call centre, contact centre, customer service, sales, scheduling, or similar operational environment
10. Strong track record of managing performance through KPIs, targets, and service metrics
11. Confident people leader with experience in coaching, motivating, and managing performance
12. Excellent communication skills, with the ability to influence, challenge, and inspire
13. Highly organised, resilient, and comfortable working at pace
14. Strong problem-solving skills and a continuous improvement mindset
15. Confident using systems, data, and reporting to drive decision-making
Desirable (but not essential):
16. Experience within health, social care, or a regulated service environment
17. Understanding of workforce scheduling, resource planning, or demand management
18. Experience supporting growth, change, or service transformation