Responsibilities

• Convert inbound enquiries into booked appointments across phone, email, web chat and social channels
• Run outbound calls to warm leads who have not yet booked: confident closing, never pushy
• Own the journey from first contact through to confirmed appointment for both clinic and digital services
• Monitor engagement data daily to identify patients showing early warning signs of disengagement
• Run proactive, empathetic outreach to at-risk patients, understand the real reason and fix it where you can
• Save active cancellation requests by finding solutions that genuinely work for the patient
• Recommend synergistic services based on patient profile and clinical pathway
• Support new service launches and promotional campaigns with targeted outbound activity
• Handle inbound queries across all channels with warmth, speed and accuracy
• Manage rescheduling, cancellations and waitlists across our 6 owned clinics and support wider network escalations

Requirements

• Demonstrable experience in a customer-facing, conversion or retention role within a start-up, scale-up or high-growth business
• Proven track record using Zendesk or a comparable customer service platform
• Comfortable on the phone daily, inbound and outbound, with confidence closing
• Strong organisation, multitasking and written communication skills
• Active user of AI tools in day-to-day work

Preferred

• Background in healthcare, wellness, fitness, hospitality or premium consumer sectors
• Sales experience
• Experience with subscription business models and lifecycle marketing
• Familiarity with Zenoti, Klaviyo or similar booking and CRM platforms
• Genuine interest in preventative health, longevity and wellness

Benefits

• Get A Drip Staff training credit to spend on drips and boosters, up to the value of £2400 per annum.
• 22 days per annum, which rises by one additional day per full completed year of service up to a maximum of 30 days plus 8 bank holiday days.
• Auto-enrolment pension scheme.
• Exclusive perks via Perkbox.