Surecall Medical Recruitment is partnering with a leading UK private fertility clinic group to appoint a New Enquiries Team Manager. You’ll lead their patient enquiries team from their Central London office.
About the client
Our client is a well-established network of private IVF clinics with sites across London and the regions. It is part of a major international fertility group and is known for a patient-centred approach to treatment.
The role
The New Enquiries team is the front door to the business. You’ll lead six inbound Patient Enquiry Advisors who turn patient interest into booked scans, consultations and treatment. This is a hands‑on, numbers-driven leadership role. You’ll own conversion, call quality and pipeline accuracy, and you’ll make sure every patient gets a compassionate, well-informed first contact. Many of these patients are anxious and emotionally invested in what happens next.
What you’ll be doing
- Line managing, coaching and motivating a team of 6 advisors, including 1:1s, appraisals, absence and performance management
- Recruiting, onboarding and training new starters to a consistent standard
- Running daily huddles and weekly team meetings focused on targets, pipeline and learning
- Planning rotas so calls, emails, web forms and live chat are handled within service levels
- Owning team and individual conversion targets, from enquiry to consultation and on to treatment
- Monitoring dashboards and call data daily, then acting quickly on any dips
- Listening to and scoring calls, with structured feedback on needs discovery, objection handling and closing
- Building and refining call scripts, follow-up cadences and nurture journeys
- Keeping CRM records accurate, and producing weekly and monthly MI for senior management
- Handling escalations and complaints from prospective patients
- Working closely with clinic coordinators, nurses, marketing and finance so hand-offs are seamless
- Making sure the team follows HFEA guidance, GDPR and internal policies
What you’ll bring
- Proven experience managing an inbound sales team in a call centre or contact centre
- A track record of hitting and improving conversion targets
- Confidence using call data, dashboards and CRM reporting (Salesforce, HubSpot or similar) to make decisionsStrong call coaching and quality monitoring skills
- A sharp eye for detail: clean data and precise information for customers
- The ability to balance sales performance with an empathetic, consultative style
It would be great if you also have
- Experience in fertility, IVF or wider private healthcare (private clinics, cosmetic, dental, diagnostics)
- Experience of patient-led sales journeys or high-value, considered purchases
- Knowledge of HFEA, CQC or GDPR in a healthcare setting
- Experience building scripts, nurture journeys or sales processes from scratch
What’s on offer
- Pension and benefits package
- Monday to Friday, with no weekends
- Central London office with excellent transport links
- The chance to lead a team at a respected fertility group backed by a global network
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Team Lead for New Enquiries employer: Surecall Medical Recruitment
Join a leading UK fertility clinic that prioritises quality, technology, and team development, making it an exceptional employer for those in the embryology field. With a strong focus on professional growth, you'll benefit from comprehensive leadership training and a supportive work culture that values collaboration and patient care. This is a unique opportunity to make a meaningful impact in a well-established network dedicated to advancing fertility services.
Contact Details:
Surecall Medical Recruitment Recruitment Team
