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

• 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