UK Head of Patient Contact & Experience

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.

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

• 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.

• 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.

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