Customer service manager Work, Jobs in Ilkeston, Dby (with Salaries)

UK Head of Patient Contact & Experience
TFP Fertility —Nottingham
- Full-time
- Continuous improvement
- Leadership
- Free parking
Quick apply
Full Time Cinema Manager
The Scala Cinema Ilkeston —Ilkeston
- £14,560 - £36,400 a year
- Part-time
- Driving
- Travel
- Organisational skills
- Store discount
- Employee discount
Quick apply
9d
Customer Experience Manager
First Fence —Hucknall
- £40,000 - £45,000 a year
- Full-time
- Management
- Sales
- Merchandising
- Annual leave
- Employee discount
Quick apply
1d
Trade Counter Sales Manager
Midland Building Plastics Limited —Ilkeston
- £12.71 - £15.00 an hour
- Full-time
- Management
- Customer service
- In-person
Quick apply
Client Services Manager
PDSA —Derby
- £30,830 - £36,443 a year
- Part-time
- Customer service
- Microsoft Office
- IT
- Employee assistance programme
- Employee discount
Customer Experience Manager
Ellis Mather Group Limited —Tuxford
- £30,000 a year
- Full-time
- Hybrid work
- Customer service
- Annual leave
- Referral programme
Quick apply
Floating Supervisor / Bar Manager for the Reddington Pub Group
Reddington Pub Company Ltd —Nottingham
- £35,000 a year
- Full-time
- Hospitality
- Bar
- Sales
- Employee discount
Quick apply
9d
Customer Relationship Manager
DHL —Derby
- Communication skills
- Annual leave
Customer Services Manager
NEXT —Leicester
- £30,073 a year
Sales Team Manager - Contact Centre
RIVIERA TRAVEL —Burton-On-Trent
- £35,000 - £55,000 a year
- Full-time
- Hybrid work
- Sales
- Analysis skills
- Travel
- Health & wellbeing programme
- Work from home
Quick apply
5d
Customer Resolution Lead
TheNottingham —Nottingham
- Hybrid work
- Annual leave
7d
Centre Manager
BCA —Nottingham
- £60,000 - £70,000 a year
- Monday to Friday
- Continuous improvement
- Travel
- IT
- Employee assistance programme
- Employee discount
Quick apply
Football Centre Assistant manager
Notts Olympic Football Club —Nottingham
- £27,000 - £30,000 a year
- Weekend availability
- Hospitality
- Management
- Organisational skills
Quick apply
3d
Administration Manager
Bell Cornwall Recruitment —Nottingham
- £40,000 - £45,000 a year
- Hybrid work
- Management
- Leadership
- Communication skills
Operations Manager
MHR INTERNATIONAL UK LIMITED —Nottingham
- Leadership
- Communication skills
- Employee discount
- Referral programme
Service Delivery Manager
Mitel —Nottingham
- Full-time
- Presentation skills
- Continuous improvement
- IT
2d
Assistant Store Manager
JDSPORTS —Nottingham
- Full-time
- Retail management
- Leadership
- Communication skills
- Employee discount
Quick apply
7d
Team Leader
Card Factory —Nottingham
- £13 an hour
- Leadership
Assistant Manager
Nottingham Castle RP —Nottingham
- £31,449.00 - £35,306.88 a year
- Weekend availability
- Management
- Annual leave
- Employee discount
Quick apply
8d
Commercial People Manager (B2B) -Nottingham Area
Portakabin —Nottingham
- £47,000 - £55,000 a year
- Call to connect
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Annual leave
- Employee discount
Quick apply

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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

customer service manager jobs in ilkeston, dby

UK Head of Patient Contact & Experience

Full Time Cinema Manager

Customer Experience Manager

Trade Counter Sales Manager

Client Services Manager

Customer Experience Manager

Floating Supervisor / Bar Manager for the Reddington Pub Group

Customer Relationship Manager

Customer Services Manager

Sales Team Manager - Contact Centre

Customer Resolution Lead

Centre Manager

Football Centre Assistant manager

Administration Manager

Operations Manager

Service Delivery Manager

Assistant Store Manager

Team Leader

Assistant Manager

Commercial People Manager (B2B) -Nottingham Area

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