Referrer Engagement Lead

Referrer Engagement Lead

Up to £45,000 DOE

Oxford

Full Time

Summary

We are seeking a dynamic and enthusiastic Referrer Engagement Lead to be central on positioning our specialists and services as the facility of choice across the local area and surrounding counties, whilst assisting in the implementation of a coordinated commercial and business development strategy for our unique, private patient day-case offering. This position will play a pivotal role in enhancing the experience for our referrers and external stakeholders, by ensuring a seamless, concierge-style referral pathway for GPs, corporate partners, medical secretaries, and external agencies, ensuring these stakeholders experience the same premium service we promise our patients. The main day to day focus for this role will be to maintain, grow, and evolve the Welbeck centre's referral network, with the primary focus on developing and maintaining key customer relationships to win and maintain market share of consultant practice and GP referrals. This position is line managed by the Commercial and Business Development Manager, with regular engagement and support from the Centre Director, senior managers and Doctor Directors for Commercial and Clinical Specialist Boards. There will be strong links with the Chief Development Officer, Commercial Director, Business Development Director and other key members of the central commercial and business development teams.

Job Responsibilities

You will work predominantly Monday-Friday around the core hours of 9-6pm, however will need to be flexible to meet the needs of the role which will require evening meetings and events outside core hours. As Referrer Engagement Lead you will continue to develop the network of referrers we have built and strategically grow this network through referrer activities, an annual calendar of events, and the education of current and new services at the Welbeck centre via meetings, networking and smaller, more intimate educational style events. You will identify and interpret referral trends and maintain and update our database of referrers within our CRM system. Utilising this data and referrer feedback to report back to the centre and commercial board on activities and performance in line with our commercial plans. You will be responsible for driving growth in centre activity and revenue by formulating and delivering the business development strategy, in collaboration with the Centre Director and Doctor Commercial Director.

Strategic Relationship Management

• Lead the development and execution of a proactive referrer engagement strategy, building long-term partnerships with GPs, concierge doctors, corporate medical teams, and other stakeholders.
• Identify high-value relationships and develop bespoke engagement plans to grow referral volumes and deepen loyalty.
• Serve as the central point of contact for VIP and high-touch referrer accounts, delivering personalised and responsive service.
• Report back to broad range of stakeholder on activities, performance and outcomes

Supporting Delivery of Beyond Better

• Support Welbeck teams to deliver a seamless, timely, referral process that reflects Welbeck's commitment to excellence, including Referrer Liaison, dedicated GP enquiries lines, and general bookings teams.
• Develop and maintain mechanisms (e.g. WhatsApp groups, proactively providing access, innovative ideas through referrer feedback) that streamline communication and response times for high-priority bookings
• Act as escalation point for urgent and same-day referrals; managing with high efficiency, coordinating closely with consultants, secretarial teams, and internal departments

Team Collaboration & Influence

• Work closely with the Centre Director, and centre operations to gather feedback and drive continuous improvement of the referrer journey
• Support internal teams by facilitating joint events, training, and cross-functional collaboration to ensure all staff understand the importance of referrer satisfaction
• Mentor and support junior liaison officers, setting standards for service excellence and engagement

Sales & Growth Focus

• Identify new business opportunities and outreach avenues, particularly among referrers with corporate clientele
• Lead the planning and promotion of referrer-focused events and education programs to maintain engagement and drive new business
• Analyse referral trends and stakeholder feedback to inform strategy and drive targeted outreach

Events Management

• Plan and execute a robust commercial events calendar aimed at engaging and expanding our referrer network
• Leverage systems such as Hubspot and Eventbrite to manage invitations, track attendance, and measure outcomes
• Follow up post-events with communications and newsletters to drive continued engagement
• Flexibility to work outside of hours; evenings when necessary for events and engagement opportunities

Experience / Qualifications / Skills

Essential

• Proven track record in client relationship management within healthcare, luxury services, or high-performance environments
• Demonstrable experience of roles with strong sales orientation and ability to grow networks and increase referrals through proactive outreach
• Able to evidence familiarity with Customer Relationship Management systems
• High emotional intelligence and exceptional communication skills across all levels of seniority
• Operational mindset with the ability to troubleshoot issues in real-time and implement process improvements
• Comfortable working in a fast-paced, high-stakes environment with a flexible, service-first approach
• Effective presentation and communication skills and comfortable delivering presentations
• Full and current UK driving licence with own vehicle with business insurance
• Flexibility to work evenings and possibly some weekends for meetings / events

Desirable

• Knowledge of the private healthcare sector, referral processes, and specialist outpatient services
• Preferability
• Event management experience
• Prior experience managing or scaling customer/client engagement programs in a healthcare setting
• Familiarity with booking platforms, and medical software tools