UK Head of Patient Contact & Experience in Nottingham

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.

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. The role acts as voice of the patient into the commercial engine of the business, providing structured feedback to Marketing, Sales and wider leadership on how campaigns, tone and messages land 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.

Nurture Fertility is located on the outskirts of Nottingham, adjacent to junction 25 of the M1. It serves both NHS and private patients and offers ample free parking for staff and patients.

Key Responsibilities

• Patient Contact Centre Leadership: Own day‑to‑day performance of the Patient Contact Centre. Ensure consistently high‑quality, empathetic patient interactions. Maintain strong enquiry handling, follow‑up and conversion performance. Guarantee 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 such as speed to answer, conversion, call quality scores, abandoned call rates, documentation turnaround times. Use KPIs 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 with 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.
• Handover From Central Teams To Clinics: Ensure handover 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 by patients. Highlight risks, misunderstandings or unintended consequences early. Share insights on patient objections, hesitations and emotional drivers. Collaboratively 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 covering 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 without being commercially naïve. Calm, credible and thoughtful under pressure. Comfortable challenging constructively. Values quality, trust and clarity deeply. Strong sense of ownership and accountability.

Remuneration & Benefits: Location: TFP Nurture Fertility – Nottingham. Salary: Competitive (dependent on experience). Working hours: 37.5 per week. Pension: Dual contribution pension scheme. Holiday entitlement: 27 days + bank holidays pro rata.