Senior customer service Work, Jobs in Kilburn, Dby (with Salaries)

UK Head of Patient Contact & Experience
TFP Fertility —Nottingham
- Full-time
- Continuous improvement
- Leadership
- Free parking
Quick apply
Customer Service Advisor
Enable Services —Belper
- £24,420 - £25,000 a year
- Weekend availability
- Bilingual
- Customer service
- English
- Free parking
- Annual leave
Quick apply
Customer Relationship Manager
DHL —Derby
- Communication skills
- Annual leave
Executive Events Host
JLL —Belper
- Full-time
- Hospitality
- Customer service
- Microsoft Office
- Flexible schedule
Senior Customer Service Representative
XMA —Nottingham
- £27,000 a year
- Full-time
- Hybrid work
- Customer service
- Administrative experience
- Organisational skills
- Work from home
- Employee discount
2d
Senior Customer Service Advisor
Metropolitan Thames Valley —Beeston
- £29,025 - £30,553 a year
- Full-time
- Free parking
Quick apply
Executive Events Host
NAB-Jones Lang LaSalle Services —Belper
- Full-time
- Hospitality
- Customer service
- Microsoft Office
- Flexible schedule
Quick apply
Senior Transport Planner
Moran Logistics —Derby
- £35,000 a year
- Full-time
- Management
- Driving
- Computer networking
- Store discount
- Employee discount
Quick apply
Head of Client Engagement - Debt Recovery
Flint Bishop —Derby
- Full-time
- Customer service
- Business development
- Leadership
- Free parking
- Employee discount
Quick apply
Crown Court Clerk
HM Courts & Tribunal Service —Derby
- £20,001 - £40,000 a year
- Part-time
- Hybrid work
- Presentation skills
- Travel
- Organisational skills
- Annual leave
- Employee discount
9d
HR Business Advisor
Metropolitan Police —Kilburn
- £45,986 - £48,995 a year
- Full-time
- Hybrid work
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
7d
Sourcing and Compliance Manager
Mi Hub Ltd —Derby
- £60,000 - £65,000 a year
- Full-time
- Hybrid work
- Microsoft Powerpoint
- Microsoft Excel
- Travel
- Free parking
- Health & wellbeing programme
Quick apply
9d
Senior Credit Controller
Mi Hub Ltd —Derby
- £31,750 a year
- Full-time
- Hybrid work
- Microsoft Excel
- Customer service
- ERP systems
- Free parking
- Health & wellbeing programme
Quick apply
1d
Mobile Guest Services Support
NAB-Jones Lang LaSalle Services —Derby
- Full-time
- Microsoft Outlook
- Computer literacy
- Microsoft Office
- Annual leave
Quick apply
Consumer Services Manager
KP Snacks —Ashby-De-La-Zouch
- Full-time
- Hybrid work
- Customer service
- Leadership
- Communication skills
- Employee discount
Quick apply
Operations Manager
Joseph Ash —Chesterfield
- £60,000 - £65,000 a year
- Management
- Microsoft Office
- Analysis skills
- Employee assistance programme
Quick apply
Senior Service Desk Engineer
Zenzero Solutions —Derby
- English
- Communication skills
Corporate Receptionist (Mobile)
Integral UK —Derby
- Overtime
- Microsoft Outlook
- Computer literacy
- Microsoft Office
- Annual leave
Quick apply
Service Team Leader - South East, UK
Getinge Ltd. —Derby
- CRM software
- Salesforce
- Microsoft Office
- Employee assistance programme
- Employee discount
Business Development Manager
SCEND (UK) Ltd —Derby
- £30,000 - £40,000 a year
- Full-time
- Hybrid work
- CRM software
- Sales
- Salesforce
Quick apply

I want to receive the latest job alerts for senior customer service in kilburn, dby

By signing in to your account, you agree to SimplyHired's Terms of Service and consent to our Cookie and Privacy Policy.

Explore jobs in more locations

senior customer service jobs near kilburn, dby

UK Head of Patient Contact & Experience

TFP Fertility -
Nottingham

Quick apply

Job details

Full-time

Benefits

Free parking
Company pension

Qualifications

Continuous improvement
Leadership

Full job description

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.

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

Quick apply

Refine Your Search

senior customer service jobs in kilburn, dby

UK Head of Patient Contact & Experience

Customer Service Advisor

Customer Relationship Manager

Executive Events Host

Senior Customer Service Representative

Senior Customer Service Advisor

Executive Events Host

Senior Transport Planner

Head of Client Engagement - Debt Recovery

Crown Court Clerk

HR Business Advisor

Sourcing and Compliance Manager

Senior Credit Controller

Mobile Guest Services Support

Consumer Services Manager

Operations Manager

Senior Service Desk Engineer

Corporate Receptionist (Mobile)

Service Team Leader - South East, UK

Business Development Manager

I want to receive the latest job alerts for senior customer service in kilburn, dby

Related Searches

Explore jobs in more locations

Jobseeker tools

Employer Tools

Browse

Stay Connected