Head of customer experience Work, Jobs in Somercotes, Dby (with Salaries)

UK Head of Patient Contact & Experience
TFP Fertility —Nottingham
- Full-time
- Continuous improvement
- Leadership
- Free parking
Quick apply
Assistant Manager
200 Degrees —Alfreton
- £29,135 a year
- Full-time
- Supervising experience
- Store discount
- Employee discount
2d
Accounts Assistant
Peter Smythe Transport Training Limited —Holmewood and Heath
- £27,000 - £34,000 a year
- Full-time
- Microsoft Outlook
- English
- Organisational skills
- Free parking
- Store discount
Quick apply
1d
Sales Administrator - Part Time
Hubaco Ltd —Chesterfield
- £13.45 an hour
- Part-time
- English
- Microsoft Office
- Administrative experience
- Free parking
- Profit sharing
Quick apply
3d
Head of Business Operations - FA Learning
The Football Association —St George's Park
- Full-time
- Hybrid work
- English
- Project management
- Communication skills
- Annual leave
5d
Head Client Care Advisor
IVC —Alfreton
- Up to £29,931.20 a year
- Full-time
- Management
- Organisational skills
- Communication skills
- Annual leave
- Employee discount
14d
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
6d
Head of Client Engagement - Debt Recovery
Flint Bishop —Derby
- Full-time
- Customer service
- Business development
- Leadership
- Free parking
- Employee discount
Quick apply
Social Media and Community Executive
Marketing - Urban Playground Holdings —Nottingham
- £25,000 - £28,000 a year
- Full-time
- Hospitality
- Marketing
- Communication skills
Quick apply
7d
Head of Health & Safety
M Group —Annesley
- Continuous improvement
- Travel
- Mentoring
- Annual leave
- Employee assistance programme
7d
Sales Advisor - Inbound
First Fence —Sutton-In-Ashfield
- £32,827 a year
- Full-time
- Sales
- Customer service
- Organisational skills
- Annual leave
- Employee discount
Quick apply
Head of Internal Communications
Boots —Nottingham
9d
MARKETING OPERATIONS MANAGER
Pentagon Motor Group —Derby
- Up to £50,000 a year
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Employee assistance programme
- Employee discount
Quick apply
Head of AI
Mercia Garden Products LTD —Newark-on-Trent
- £50,000 - £60,000 a year
- Full-time
- SQL
- Machine learning
- In-person
- Health & wellbeing programme
- Flexitime
Quick apply
2d
Head of Marketing
TheNottingham —Nottingham
- Hybrid work
- Communication skills
Assistant Engineering Project Manager
Damper Technology Ltd —Eastwood
- £25,000 - £36,000 a year
- Full-time
- Microsoft Word
- Engineering
- Microsoft Office
- Free parking
- Annual leave
Quick apply
Head of Operations
Legends Global (Europe) —Sheffield
- Weekend availability
- Maintenance
- IT
- Communication skills
- Annual leave
- Employee assistance programme
Quick apply
1d
Head of Ecommerce & Digital Growth
In Phase International Ltd —Nottingham
- £50,000 - £60,000 a year
- Full-time
- Hybrid work
- Driving
- In-person
- Marketing
- Free parking
- Work from home
Quick apply
2d
Warehouse Operatives (temporary contracts)
Equip Outdoor Technologies UK —Alfreton
- £25,775.88 - £27,276.60 a year
- Full-time
- Warehouse experience
- Computer skills
- Communication skills
- Free parking
- Employee discount
Quick apply
20h
Head of Product - Consumer Growth and Experience
Experian —Nottingham
- Full-time
- Hybrid work
- AI
- Leadership
- Annual leave
Quick apply
9d

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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

head of customer experience jobs in somercotes, dby

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