Position: Outbound Bookings Advisor (Bank)

Description

This is an exciting opportunity to be part of a growing service where you will connect with warm leads from website enquiries, open-day sign-ups and marketing campaigns, turning interest into meaningful action by supporting patients to access the care they need.

You’ll get the opportunity to work alongside other passionate professionals who are committed to developing the best care services. We foster a collaborative and supportive approach to learning that helps everyone succeed.

This is a bank role. This means that you won't be contracted to fixed hours; instead, you will be able to pick shifts that align with your availability. Our Bank workers enable HMT to manage fluctuating demand, such as covering staff absences, busy periods, or unexpected workload increases whilst offering you the flexibility to pick up shifts as available.

If you’re passionate about delivering a compassionate, efficient experience that reflects high standards, we’d love to hear from you.

To apply, please upload a copy of your CV through the 'Apply Now' button.

Responsibilities

In this role, you’ll help guide potential patients through their journey by proactively engaging warm leads, delivering exceptional customer service, and supporting smooth progression from enquiry to booking and beyond. Your key responsibilities include:

• Making timely outbound calls to warm leads within the agreed speed-to-contact SLA (typically 24–48 hours)
• Holding informed, empathetic conversations that qualify needs, address questions/objections, and secure a booking or clear next step
• Following a structured outreach cadence (e.g., Day 0 / Day 2 / Day 5) using phone, SMS and email to maximise contact and conversion
• Tracking outcomes throughout the patient journey and following up post-consultation to progress appropriate cases into diagnostics/procedures
• Recording all interactions in the CRM/patient administration system in real time, ensuring accurate data for demographics, consent, funding and outcomes
• Maintaining daily activity updates and a clean, well-managed lead pipeline to support KPI reporting and forecasting
• Providing clear, accessible information on services, fees/funding and locations, and escalating any clinical or safeguarding concerns appropriately
• Ensuring compliance with GDPR, information governance and contact-preference rules, and issuing written confirmations as required
• Sharing lead-quality insights with Marketing, highlighting recurring questions to refine scripts/FAQs, and participating in huddles, coaching and QA reviews
• Undertaking other reasonable duties aligned to the role and service needs