Job Title: Senior Booking Agent
Location: Stoke on Trent (ST4 6NW)
Working Hours: Full time: 09.00 – 17.00 Monday to Friday
Includes one late start/ late finish evening per week and one Saturday per month Time off in lieu will be provided for Saturday working
The role:
We are looking for an experienced and customer-focused Senior Bookings Agent to convert warm leads into sales and drive treatment bookings through a direct, consultative sales approach. In this role, you will be responsible for managing the full patient journey, from initial enquiry through to consultation and treatment booking, while delivering a consistently high standard of service.
You will handle a high volume of inbound and outbound calls and emails, responding to enquiries in a timely and professional manner. A key part of the role is booking new enquiries into consultation appointments, encouraging patients where possible to book within the same month. You will provide clear, accurate information about our services and patient journey, answering questions and reassuring patients to help them feel confident in their decisions.
As a Senior Bookings Agent, you will take ownership of each customer interaction, including sending appointment confirmations, taking payments, and ensuring all details are accurately recorded within CRM and patient management systems. You will act as a first point of contact for both head office and clinics, resolving straightforward queries and escalating more complex issues to the appropriate Patient Advisors or Clinic Managers when required.
You will also proactively action outbound call campaigns to patients who have enquired but not yet booked consultations or treatments. Throughout all interactions, you will maintain a positive, friendly, and empathetic approach, adhering to company policies, procedures, and data protection guidelines. You will work closely with the Patient Advisory Team and wider colleagues to meet customer service goals, contribute feedback on process improvements, and participate in regular training and coaching sessions. Meeting or exceeding KPIs and quality assurance metrics will be a key measure of success in this role.
What you'll need:
You will have a minimum of three years' experience in sales and customer service, with a strong background in engaging prospects, working to targets, and successfully closing sales. You will be comfortable working to strict KPIs and business targets, managing your pipeline effectively, and taking ownership of outbound and follow-up activity. Experience using CRM systems is essential.
You will be confident multi-tasking across multiple communication channels, including phone and email, while maintaining consistently high service standards. Strong prioritisation skills are required, along with the ability to adapt your approach based on patient needs and urgency.
You will be commercially aware, highly motivated, and passionate about delivering exceptional customer service. Excellent verbal and written communication skills, strong attention to detail, and the ability to build rapport with patients remotely are essential. You will also have strong IT skills, including experience with Microsoft Office and other relevant systems, and be comfortable working both independently and as part of a collaborative team.
About Us:
VeinCentre is proud to be the UK's largest and most established vein care provider, with over 40 clinics nationwide. We have performed over 50,000 procedures since we were founded in 2003. Our purpose is simple: to help every patient Walk Out Happy.
Colleagues join VeinCentre because they want to be part of something that makes a difference to people's lives. People stay because they share the strong sense of purpose and are passionate about the opportunity to be part of that.
We focus on making every part of working life at VeinCentre the very best experience it can be - our Walk Out Happy purpose applies equally to colleagues.
We are proud to have been recognised by Best Companies as one of The Top 100 Mid-Sized Companies to Work For in the UK, and a Top 10 Health & Social Care Company 2025. We achieved this recognition based on our Employee Engagement Survey, which we carry out every year.
Recognition is a big focus, shining a light on our brilliant colleagues, with monthly shout outs and quarterly VC Stars' awards. Benefits include having birthdays off, flexible working, length of service awards, free treatments, friends and family discounts and perks sites, including Blue Light Card as we proudly work in partnership with the NHS, in addition treating private patients.
Salary and Benefits:
Benefits include:
* 33 days annual leave
* An additional days' leave to celebrate your birthday
* Company pension scheme
* Life Assurance
* Enhanced maternity and paternity pay
* Access to thousands of discounts through our Perks Site and Blue Light Card
* Practical and effective support for your physical, mental and financial health and wellbeing
* Discounts on treatments for you, family and friends
* Season ticket loan
* Cycle to Work Scheme
* Referral bonus for recommending friends
* Anniversary bonuses at 3, 5, and 10 years
* Free parking at most sites
* Support for career progression and development
Veincentre is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job Type: Full-time
Benefits:
* Employee discount
Work Location: In person