At a Glance
- Tasks: Lead the Patient Contact Centre to ensure exceptional patient experiences and operational excellence.
- Company: Join TFP, a leading fertility clinic dedicated to compassionate care and growth.
- Benefits: Competitive salary, generous holiday entitlement, and a dual contribution pension scheme.
- Other info: Dynamic role with opportunities for personal and professional growth in a supportive environment.
- Why this job: Make a real difference in patients' lives while shaping the future of fertility care.
- Qualifications: Senior leadership experience in customer service or healthcare, with strong people management skills.
The predicted salary is between 60000 - 75000 € per year.
At TFP, we set the standard for trusted fertility care. We aim to be the team that fertility patients trust the most and colleagues are proud to be part of. We make families by being there for the moments that matter, shaping care around real lives with expertise, kindness and ownership.
We are a fast‑growing international fertility group committed to exceptional patient care, clinical excellence and market‑leading outcomes. Our ambition is to double the size of the business from its current 10 full‑service clinics, across two countries, in the next five years, through a combination of organic and inorganic growth, digital enablement and operational excellence.
The Head of Patient Contact & Experience is accountable for delivering an exceptional, compassionate, and high‑performing patient experience from first enquiry through to clinic onboarding. This role leads the end‑to‑end operation of the Patient Contact Centre and Typing Service, ensuring that every interaction reflects TFP’s values while achieving strong commercial and operational outcomes. Crucially, this role acts as the voice of the patient into the commercial engine of the business: providing structured feedback to Marketing, Sales and the wider leadership team on how campaigns, tone, and messages are landing in real patient conversations. The role exists to ensure that growth never comes at the expense of trust, and that patient experience and conversion excellence move forward together.
TFP Nurture Fertility is located on the outskirts of Nottingham, adjacent to junction 25 of the M1, with ample free parking for staff and patients. The clinic treats both NHS and private patients and is a leading fertility clinic established in 1991.
Key Responsibilities
- Patient Contact Centre Leadership: Own day‑to‑day performance of the Patient Contact Centre, ensuring consistently high‑quality, empathetic patient interactions, strong enquiry handling, follow‑up and conversion performance, reliable coverage, responsiveness and service levels. Create a culture where the team sees itself as guides and advocates, not just call handlers. Translate TFP values into observable behaviours in patient conversations.
- Quality, Standards & Patient Experience: Define and uphold quality standards for all patient interactions (calls, emails, digital responses). Oversee call auditing, coaching and continuous improvement programmes. Balance soft skills and emotional intelligence with clarity, accuracy and confidence in information provided. Use patient feedback, call insights and complaints data to drive tangible improvements.
- KPI Ownership & Performance Management: Own and optimise key operational and commercial KPIs, including speed to answer, conversion from enquiry to first consultation, call quality scores, abandoned call rates and documentation turnaround times. Ensure KPIs are used as learning tools, not just control mechanisms. Provide clear, insightful reporting to the Sales & Marketing Director and leadership team.
- Typing Service Management: Lead and develop the Typing Service to ensure accuracy, timeliness and consistency. Provide strong support for clinics and clinicians. Ensure clear prioritisation aligned with patient and clinical need. Continuously improve workflows between call centre, typing teams and clinics.
- Patient Enquiry & Onboarding Journey Design: Own and continuously refine the enquiry and onboarding stage of the patient journey. Ensure handover from central teams to clinics is clear, warm, well‑informed and patient‑centred. Work closely with Operations, GMs and Patient Support Managers to ensure expectations set centrally are delivered locally.
- Marketing Feedback & Balance Role: Act as a trusted counterbalance to Marketing by feeding back how campaigns, language and promises are experienced in real patient conversations. Highlight risks, misunderstandings or unintended consequences early. Share insight on patient objections, hesitations and emotional drivers. Work collaboratively with Marketing to improve tone, messaging and conversion, without compromising trust. Ensure patient reality informs commercial decision‑making.
- Team Leadership & Capability Building: Build a confident, resilient leadership layer within the Patient Contact & Typing teams. Develop training pathways that support emotional resilience, patient‑centred communication, commercial awareness and career progression. Role‑model calm, ownership and compassion under pressure.
Job Requirements
- Essential Experience: Senior leadership experience in a call centre, patient contact, customer experience or service operation. Proven ability to balance experience quality with performance and growth. Strong understanding of KPIs and operational management. Exceptional people leadership and coaching capability. Experience in a healthcare or regulated service environment.
- Key Attributes: Patient‑first mindset without being commercially naïve. Calm, credible and thoughtful under pressure. Comfortable challenging constructively. Deeply values quality, trust and clarity. Strong sense of ownership and accountability.
Additional Information
- Location: TFP Nurture Fertility – Nottingham
- Salary: Competitive (depending on experience)
- Working Hours: 37.5 per week
- Pension: Dual contribution pension scheme
- Holiday Entitlement: 27 days + Bank holidays pro rata
UK Head of Patient Contact & Experience in Long Eaton employer: TFP Fertility Group
At TFP Nurture Fertility, we pride ourselves on being a compassionate and innovative employer dedicated to exceptional patient care. Located conveniently on the outskirts of Nottingham, our supportive work culture fosters professional growth and development, ensuring that every team member feels valued and empowered to make a difference in patients' lives. With competitive benefits, including a dual contribution pension scheme and generous holiday entitlement, we are committed to creating a fulfilling and rewarding workplace for all employees.
StudySmarter Expert Advice🤫
We think this is how you could land UK Head of Patient Contact & Experience in Long Eaton
✨Tip Number 1
Get to know the company inside out! Research TFP's values, mission, and recent achievements. This way, when you get that interview, you can show them you're not just another candidate but someone who genuinely cares about their vision.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences and insights into the company culture. This could give you a leg up in understanding what they truly value in a Head of Patient Contact & Experience.
✨Tip Number 3
Prepare for behavioural questions! Think of examples from your past that showcase your leadership skills, patient-first mindset, and ability to handle pressure. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the TFP team and contributing to their mission of exceptional patient care.
We think you need these skills to ace UK Head of Patient Contact & Experience in Long Eaton
Some tips for your application 🫡
Show Your Passion for Patient Care:When writing your application, let your passion for patient care shine through. We want to see how you can embody TFP's values of expertise, kindness, and ownership in your approach to patient experience.
Be Specific About Your Experience:Make sure to highlight your relevant experience in call centres or patient contact roles. We’re looking for concrete examples of how you've led teams and improved patient interactions, so don’t hold back on the details!
Tailor Your Application:Take the time to tailor your application to the role. Use language from the job description to show that you understand what we’re looking for. This helps us see how you fit into our vision for exceptional patient care.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss any important updates from our team!
How to prepare for a job interview at TFP Fertility Group
✨Know the Company Inside Out
Before your interview, make sure you research TFP thoroughly. Understand their values, mission, and recent developments in the fertility sector. This will not only help you answer questions more effectively but also show your genuine interest in being part of their team.
✨Showcase Your Leadership Skills
As the Head of Patient Contact & Experience, you'll need to demonstrate strong leadership capabilities. Prepare examples from your past experiences where you've successfully led a team, improved patient interactions, or enhanced service quality. Be ready to discuss how you can translate TFP's values into actionable behaviours within your team.
✨Prepare for KPI Discussions
Familiarise yourself with key performance indicators relevant to patient contact centres. Be prepared to discuss how you've managed KPIs in previous roles and how you would approach optimising them at TFP. Highlight your understanding of balancing quality with performance and growth.
✨Emphasise Patient-Centric Communication
Given the role's focus on patient experience, be ready to talk about how you prioritise patient needs in your decision-making. Share specific strategies you've used to gather patient feedback and improve service delivery. This will demonstrate your commitment to maintaining trust while driving commercial success.
