At a Glance
- Tasks: Transform a high-volume contact centre to enhance patient services and drive productivity.
- Company: Leading healthcare services organisation focused on innovative patient care.
- Benefits: 12-month consultancy with potential extension, hybrid work, and impactful role.
- Other info: Immediate start with excellent opportunities for professional growth and development.
- Why this job: Make a real difference in patient experience through digital transformation and data analytics.
- Qualifications: Experience in contact centre transformation, especially in healthcare, and strong leadership skills.
The predicted salary is between 48000 - 72000 £ per year.
TechNET IT has partnered with a leading healthcare services organisation, operating a large-scale Patient Services Centre in Harlow. This is a 12-month consultancy/interim position with an immediate start, focused on driving the transformation of their high-volume contact centre operations.
Role Overview
Reporting directly to the Chief Patient Officer, this role will spearhead the transformation of the Patient Services Contact Centre. The successful candidate will be responsible for delivering a minimum 33% productivity improvement through optimisation of Connex telephony, expansion of digital channels, outbound patient engagement strategies, and advanced data analytics.
This is a strategic, delivery-focused role, critical to ensuring patients receive efficient, timely, and digitally enabled services at scale.
Key Responsibilities
- Conduct a full assessment of current operations (including c.79,000 monthly calls and 10,000 emails).
- Develop and deliver a transformation roadmap to achieve a minimum 33% productivity uplift.
- Optimise Connex telephony and WFM tools, including Athena integration.
- Expand digital channels (SMS, WhatsApp, mobile app, webchat) to enable deflection and improve patient experience.
- Design and implement outbound calling strategies for engagement and retention.
- Build data-driven dashboards and performance reporting tools.
- Lead a small delivery team and coordinate cross-functional stakeholders.
- Manage change effectively, including training, communications, and adoption support.
Person Specification
Essential
- Proven track record in contact centre transformation, ideally within healthcare or other highly regulated industries.
- Expertise in Connex telephony and WFM tools (including Athena).
- Strong knowledge of call deflection strategies across multiple digital channels.
- Experience in outbound patient or customer engagement frameworks.
- Skilled in data analytics, dashboard creation, and productivity modelling.
- Demonstrated ability to lead teams and influence cross-functional stakeholders.
- Understanding of digitalisation in patient services and omnichannel workflows.
- Familiarity with CRM systems (Navision and/or MazikCare desirable).
- Excellent stakeholder management and change leadership skills.
Desirable
- Knowledge of chronic illness therapy complexities and how these influence digital adoption.
- Background in clinical operations, patient services, or pharmaceutical contact centres.
Project Deliverables
- Discovery Report – baseline assessment of current contact centre operations.
- Transformation Strategy – with timelines, KPIs, and technology recommendations.
- Connex Optimisation Plan – audit, feature mapping, and enhancements.
- Digital Deflection Strategy – adoption metrics across SMS, WhatsApp, app, and webchat.
- Outbound Calling Framework – scripts, segmentation, and performance tracking.
- Productivity Dashboard – real-time reporting tools and analytics.
- Implementation Support – weekly updates, stakeholder engagement, and issue resolution.
Contract Details
- Duration: 12 months (initial)
- Location: Harlow Patient Services Centre (hybrid)
- Start: Immediate
- Contract Type: Fixed-term consultancy / interim, with potential extension
Contact Centre Transformation Specialist in Bradford employer: TechNET IT Recruitment Ltd
TechNET IT is an exceptional employer, offering a dynamic work environment within a leading healthcare services organisation in Harlow. Employees benefit from a culture of innovation and collaboration, with ample opportunities for professional growth through hands-on experience in transforming high-volume contact centre operations. The hybrid working model promotes work-life balance while contributing to meaningful patient outcomes, making it a rewarding place to advance your career.
Contact Details:
TechNET IT Recruitment Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Transformation Specialist in Bradford
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We think you need these skills to ace Contact Centre Transformation Specialist in Bradford
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
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In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in TechNET IT Recruitment Ltd's industry and how you can respond empathetically and effectively!
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Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
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You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
