Team Lead - UK Lab Administration in Nottingham

At TFP, we make families. We shape fertility journeys around people’s lives. Our commitment to outstanding customer experience is demonstrated every day through genuine care, building trust, sharing our expertise, driving innovation, and showing our passion in all that we do.

The UK Laboratory Administrator team play a vital role in shaping each patient’s fertility journey. This position not only leads the processes and the administrators that support laboratory functions across the UK, but also personally undertake key administrative duties. This includes coordinating the safe and timely transportation of gametes and embryos between clinics, guiding patients through the annual storage fee process, and ensuring consents for stored samples are managed with absolute care.

In this role, you will lead and mentor a dynamic and compassionate team, ensuring they maintain regulatory compliance, follow standard operating procedures, meet KPIs, and deliver the highest standard of patient care. You will also carry out administrative tasks yourself, particularly in complex or sensitive cases, to ensure accuracy, regulatory alignment, and exemplary patient experience. Additionally, you will drive continuous improvements in patient experience, compliance, fostering team development, and ensuring the seamless transition of patients from the central team to the local clinic team.

This is a full-time position working 37.5 hours per week. Weekend working is required on rotation of 1:4.

The Location: Our UK Lab Admin team is based within the TFPNurture Fertility clinic. Conveniently located on the outskirts of Nottingham, adjacent to junction 25 of the M1, there is ample free parking for staff and patients at the front of the building.

Key Responsibilities:

• Sample Transportation & Administrative Support: Manage transportation of stored gametes and embryos in line with TFP SOPs and HFEA Code of Practice. Maintain accurate databases, dashboards, and invoicing for transport cases. Prepare HFEA applications and review feedback as required.
• Consent Management & Cryobilling: Oversee consent expiries and annual storage fee processes for frozen gametes and embryos. Ensure timely issuance of statutory notices and verify completeness of HFEA consent forms. Support patients with sensitive communication regarding their stored samples.
• Team & Resource Management: Plan and manage team resources, including rotas, annual leave, and absence. Recruit, onboard, and train new team members. Monitor team performance, conduct appraisals, and support professional development.
• Quality & Compliance: Maintain SOPs, checklists, policies, and risk assessments. Manage non-conformities, complaints, and audits, and liaise with quality and legal teams as needed. Represent TFP during HFEA inspections and ensure regulatory compliance in all processes.
• Reporting & Performance: Track and report key performance metrics, identifying challenges and opportunities for improvement. Lead monthly and quarterly KPI reviews, setting actionable goals for the team.
• Collaboration & Communication: Work closely with Patient Support, laboratory, and other departments to resolve complex queries. Ensure accurate recording of patient records, communications, and transactions while maintaining confidentiality. Foster cross-functional collaboration, promoting TFP values of care, trust, and expertise.
• Regulatory Knowledge & Training: Maintain up-to-date knowledge of relevant HFEA Codes of Practice. Provide training and guidance to team members on regulatory compliance and customer service standards.
• Confidentiality: Maintain strict confidentiality of patient, employee, and company information in line with GDPR and other regulations.

Qualifications and Experience:

Essential:

• Proven experience in leading a customer service or patient care team
• Proficient knowledge and experience of Microsoft Office packages
• Experience of training junior staff members

Desirable:

• Previous experience in a healthcare setting or IVF clinic
• Experience with CRM or patient management systems

Skills and Abilities:

Essential:

• Strong organizational skills; able to manage multiple tasks and priorities
• Excellent leadership, communication, and interpersonal skills
• Ability to analyze and report on team performance using data
• Excellent keyboard/IT skills
• Excellent oral and written communication skills and manner
• Ability to communicate effectively with staff and patients (telephone and face‑to‑face)
• Excellent time management skills; able to work under pressure and meet deadlines
• Commitment to delivering high-quality patient experience
• Comfortable giving feedback and managing team performance
• Flexible, self‑directed, and initiative‑taking
• Collaborative and team‑oriented
• High level of focus, resilience, and empathy

Desirable:

• Knowledge of the HFEA Code of Practice
• Experience managing consent expiries and sample transportation

Benefits:

Location: TFP Nurture Fertility - Nottingham

Salary: Competitive (Depending on experience)

Working Hours: 37.5 Hours per week Monday to Friday between the hours of 08.00-18.00. Saturday working required on 1:4 rotation.

Pension: Dual contribution pension scheme

Holiday Entitlement: 27 Days + Bank holidays (pro rata)

Free parking available on site.