JD Healthcare Group is one of the UK's leading fertility and reproductive healthcare providers, operating brands including London Women's Clinic, London Egg Bank, London Sperm Bank, KindIVF, Surrey Park Women's Clinic and Elective Egg Freezing across the United Kingdom. Since 1985, we have been supporting individuals and families through some of the most significant journeys of their lives — combining world-class clinical expertise with genuine human care. Everything we do is driven by a shared purpose: helping people build the families they dream of.
As Enquiries Consultant at London Women's Clinic (Elective Egg Freezing Division), you will be the first point of contact for individuals and couples taking their first steps into fertility care — and the quality of that first impression matters enormously. Through telephone, email and web enquiries, you will provide warm, accurate and tailored information about our treatments and services, guide potential patients towards booking their first appointment and support them through the early stages of their journey with us. This is a role that combines outstanding customer service with genuine empathy — where your ability to connect with people, understand their individual circumstances and communicate with clarity and care will make a real difference to patients at a potentially life-changing moment.
Act as the first point of contact for all incoming enquiries — answering questions, providing accurate information about treatments and services and creating an exceptional first impression of London Women's Clinic
Respond to all enquiries in a timely, professional and empathetic manner, following best practice processes and leading by example within the wider team
Record all interactions and communications accurately on Salesforce CRM, maintaining comprehensive and up-to-date records for reporting and data capture
Proactively follow up with enquiries understanding their individual situation and tailoring communication to their specific needs
Ensure all patients who have booked receive appropriate pre-appointment information and are fully prepared for their first visit
Maintain up-to-date knowledge of services, clinics and treatments across the JD Healthcare Group to provide accurate and tailored information at all times
Liaise with clinical, administrative and support teams across all sites to ensure a seamless and positive patient experience from first contact onwards
Essential
Demonstrated experience in a customer service or sales role with an excellent telephone manner
Previous experience within a healthcare or fertility environment
Excellent written and verbal communication skills in English with a warm, empathetic and confident approach
High level of attention to detail and ability to maintain accurate records
Computer literate — including Outlook, electronic medical records systems and CRM platforms such as Salesforce
Comfortable discussing sensitive topics with empathy, discretion and professionalism
Desirable
Strong organisational and time management skills with the ability to work independently
Genuine interest in fertility and a desire to develop knowledge of treatments and services
Ability to thrive in a fast-paced, dynamic environment while maintaining high standards
32 days annual leave including bank holidays
Life assurance
Pension plan
Workplace Nursery Scheme
MyGym discounts
Staff treatment discounts
EV Car Scheme and Cycle2Work
Perkbox benefits platform
Health and wellness programmes
Ongoing learning and development opportunities
JD Healthcare is an Equal Opportunities employer. We are committed to diversity and inclusion and encourage applications from all backgrounds.
