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.

The Role:

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.

The Location:

Nurture Fertility was established in 1991 and due to the passion, expertise and reputation of our team, has grown into a leading fertility clinic. Providing treatment to both NHS and private patients. 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:

Patient Contact Centre Leadership

• Own the 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 / responsiveness

Conversion from enquiry to first consultation

Call quality scores

Abandoned call rates

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

Strong support for clinics and clinicians

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

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

Highlighting risks, misunderstandings or unintended consequences early

Sharing 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-centered communication

Commercial awareness

Career progression

• Role-model calm, ownership and compassion under pressure.

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

• Healthcare or regulated service environment

Key Attributes:

• Patient-first, 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