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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