Head of Work, Jobs in Staveley, Dby (with Salaries)

UK Head of Patient Contact & Experience
TFP Fertility —Nottingham
- Full-time
- Continuous improvement
- Leadership
- Free parking
Quick apply
Head of Procurement
Peak Pharmacy —Chesterfield
- £60,000 - £85,000 a year
- Full-time
- Employee assistance programme
- Employee discount
Head of Service Safer Partnerships (CDC)
Doncaster City Council —Doncaster
- £72,379 - £78,160 a year
- Full-time
- Employee discount
14d
Head of Content
PokeRand —Mansfield
- £60,000 - £75,000 a year
- Full-time
- Social media management
- Bachelor's degree
- In-person
Quick apply
Head of Operations
GXO Logistics —Doncaster
- Up to £65,000 a year
- Monday to Friday
- Annual leave
- Employee assistance programme
2d
Group Wedding Coordinator
Casa Hotel —Chesterfield
- CRM software
- Hospitality
- Sales
Head of Operations
Legends Global (Europe) —Sheffield
- Weekend availability
- Maintenance
- IT
- Communication skills
- Annual leave
- Employee assistance programme
Quick apply
1d
Head of Education, Employment & Skills
Sheffield Wednesday Football Club Community Programme —Sheffield
- £40,613 - £43,927 a year
- Full-time
- Management
- Bachelor's degree
- In-person
Quick apply
Head of Safeguarding and Harm Free Care
Chesterfield Royal Hospital NHS Foundation Trust —Chesterfield
- £79,504 - £91,609 a year
- Full-time
- Leadership
- Communication skills
- Nursing
- Employee discount
10d
Regional Employee Relations Consultant
Lidl —Doncaster
- £48,000 - £64,000 a year
- Full-time
- Hospitality
- Management
- Microsoft Office
- Store discount
- Employee discount
9d
Quality and Compliance Manager
Blue Ribbon Health and Wellbeing —Chesterfield
- Full-time
- Travel
13d
Head of People & Culture
Genuit Group —Doncaster
- Full-time
- Leadership
1d
Head of Estates Portfolio Management Office
University of Sheffield —Sheffield
- £61,759 - £80,524 a year
- Full-time
- Hybrid work
- Project management
- University
- Mentoring
- Annual leave
- Employee discount
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
Fraud Investigator
Capital One UK —Nottingham
- Full-time
- In-person
- Work from home
Procurement Partner
Derbyshire Support Facilities Services —Chesterfield
- £37,720 - £41,832 a year
- Full-time
- Continuous improvement
- Organisational skills
21h
Head of Programme Support
2Excel Aviation —Doncaster
- Full-time
- Microsoft Office
- Project management
- Organisational skills
- Employee assistance programme
- Life insurance
Quick apply
Head of Youth Work & Partnerships
BASE71 Youth Zone —Barnsley
- £40,000 a year
- Full-time
- Management
- Microsoft Office
- Bachelor's degree
- Health & wellbeing programme
- Flexitime
Quick apply
Deputy Head Teacher of Quality of Education
Nova Education Trust —Nottingham
- £78,702 - £86,803 a year
- English
- School
7d
Head Of Centre
Nottinghamshire County Council —Nottingham
- Weekend availability
- Leadership
- Communication skills
8h

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head of jobs near staveley, 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

head of jobs in staveley, dby

UK Head of Patient Contact & Experience

Head of Procurement

Head of Service Safer Partnerships (CDC)

Head of Content

Head of Operations

Group Wedding Coordinator

Head of Operations

Head of Education, Employment & Skills

Head of Safeguarding and Harm Free Care

Regional Employee Relations Consultant

Quality and Compliance Manager

Head of People & Culture

Head of Estates Portfolio Management Office

Head of AI

Fraud Investigator

Procurement Partner

Head of Programme Support

Head of Youth Work & Partnerships

Deputy Head Teacher of Quality of Education

Head Of Centre

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