Call Centre Transformation Manager - 12 Month Fixed Term Contract

At TFP, we make families. We shape fertility journeys around people’s lives. We provide an outstanding customer experience by showing that we care, build trust, deliver our expertise, drive innovation and demonstrate our patients our passion on a day-by-day basis.

The Role:

As the Call Centre Transformation Manager, you’ll play a key role in shaping the future of our UK Call Centre, helping us deliver a more seamless and supportive experience for every patient. The call centre is mainly inbound focused however enquiry follow up and email leads will require an active outbound strategy. Your focus will be on improving how our team works—making systems more efficient, introducing smarter processes, and supporting digital transformation to help us grow and better serve our patients.

In partnership with the Sales & Marketing Director, you’ll lead change initiatives that drive performance, enhance patient engagement, and support increased appointment bookings. You’ll also help set clear team KPIs, manage training programmes, and ensure our call centre staff have the tools and support they need to provide compassionate, informed guidance.

Patient insight will be central to your strategy, helping you make decisions that support both excellent care and business growth. You’ll work closely with stakeholders across the business to ensure all changes reflect our commitment to patient-centred care and operational excellence.

The primary goal is to maximize patient conversion to first appointment while ensuring every interaction remains compassionate and supportive.

This position is available as a 12 month fixed term contract working 37.5 hours per week

Weekends on rotation will be scheduled at roughly 1:4

The Location:

Our contact centre is based within Nurture Fertility which was established in 1991 and due to the passion, expertise and reputation of our team, has grown into a leading 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:

· Review current call centre processes and compare them to business goals, using patient feedback and market insights to guide improvements

· Clearly document any key changes or findings when needed

· Identify and implement smart solutions that support business growth and patient experience

· Evaluate cost-saving opportunities and potential return on investment to improve efficiency

· Track progress against set goals and provide regular updates on outcomes and added value

· Share plans and performance updates with senior leadership and other key stakeholders

· Assess risks linked to outdated systems or technology that could impact service consistency

· Look for ways to streamline processes and improve team performance

· Explore new tools like AI and automation to reduce repetitive tasks and improve patient interactions

· Work closely with the Sales & Marketing Director to shape strategy, reduce risks, and roll out improvements

· Support Team Leaders in developing and training staff to help them grow in their roles

· Make sure KPIs are realistic, aligned with business goals, and actively monitored

How you will be measured:

· Improvement in conversion from Enquiry to First appointment

· <5% abandoned rate with calls answered with 90 seconds (currently between 10-15%)

· First response to email/web enquiries within 2 business hours (currently between 24-48hrs)

Qualifications and Experience:

· Proven experience leading change in inbound contact centers, ideally with both operational and tech transformation accountability

· Confident using Erlang modelling to drive staffing and scheduling decisions

· Hands-on knowledge of ACD systems, call reporting tools, and IVR optimisation

· Experience in implementing outbound follow-up campaigns that drive best possible outcomes

· Ability to balance sales performance with empathy and patient trust

· Self-motivated, proven to implement change quickly bringing people together

· Strong communication skills across all different key business stakeholders

· Where there is conflict, you will find solutions and resolve this in the right way

· Advanced knowledge of Excel and strong presentation skills

· Able to motivate and influence, ensuring Team Leaders are fully engaged

· Able to work in a complex business area, and demonstrate reliance and adaptability

· Passion to drive engaging culture and continuous improvement

The above will be reviewed as required, in consultation with the post holder. It is offered as a guide to the key responsibilities and duties but does not preclude other projects that may arise as the organisation evolves.

Confidentiality

The post holder must maintain confidentiality of information about patients, employees and other Company business in accordance with the National and European data protection legislation.

Location: The TFP Patient Care Centre operates within TFP Nurture Fertility - Nottingham

Working Hours: 37.5

Monday to Friday

Bank holiday and occasional weekend working required

Pension: Dual contribution pension scheme

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