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Central Bookings Manager

United Kingdom, Nottingham Employment contract 40000.00 GBP / Year · Job Posted January 06, 2026
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Job Description

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.

Job Responsibility

  • 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

Requirements

  • 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

Nice to have

  • 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

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