Job Description
Key responsibilities
* Lead, motivate, and develop a central bookings team to deliver consistently high performance
* Set, manage, and monitor KPIs including response times, fill rates, utilisation, conversion, customer satisfaction, and service levels
* Drive a customer-first culture, showing urgency, professionalism, and solution-focused thinking
* Ensure bookings processes are efficient, standardised, and scalable
* Use data, MI, and reporting to identify trends, address underperformance, and continuously improve outcomes
* Coach and performance-manage team members, holding clear expectations and accountability
* Work collaboratively with operational and service teams to balance quality, compliance, and commercial outcomes
* 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:
* Proven experience leading teams in a call centre, contact centre, customer service, sales, scheduling, or similar operational environment
* Strong track record of managing performance through KPIs, targets, and service metrics
* Confident people leader with experience in coaching, motivating, and managing performance
* Excellent communication skills, with the ability to influence, challenge, and inspire
* Highly organised, resilient, and comfortable working at pace
* Strong problem-solving skills and a continuous improvement mindset
* Confident using systems, data, and reporting to drive decision-making
Desirable (but not essential):
* Experience within health, social care, or a regulated service environment
* Understanding of workforce scheduling, resource planning, or demand management
* Experience supporting growth, change, or service transformation
Additional Information
What this role is (and isn’t)
✔ A leadership role focused on performance, service excellence, and team effectiveness
✔ Suitable for candidates from commercial or operational service environments
✘ Not a registered care role
✘ Not a care service or home management position
Why join us
* Opportunity to shape and lead a critical central function
* Clear focus on performance, development, and continuous improvement
* A role where strong leadership and customer service excellence are truly valued