Call Centre Transformation Manager - 12 Month Fixed Term Contract

TFP Fertility Group; Nottingham; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading fertility clinic is seeking a Call Centre Transformation Manager to enhance patient experiences and drive operational excellence. This role involves leading change initiatives, improving processes, and ensuring compassionate patient interactions. The ideal candidate will have proven experience in inbound contact centers and a passion for continuous improvement.

Benefits

Dual contribution pension scheme

27 days holiday plus bank holidays

Qualifications

• Proven experience leading change in inbound contact centers.
• Hands-on knowledge of ACD systems and call reporting tools.
• Strong communication skills across all key business stakeholders.

Responsibilities

• Review current call centre processes and compare them to business goals.
• Identify and implement smart solutions that support business growth.
• Track progress against set goals and provide regular updates.

Skills

Leadership

Communication

Problem Solving

Adaptability

Tools

Erlang modelling

ACD systems

IVR optimisation

Excel

Job description

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 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, but 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, established in 1991. Due to the passion, expertise, and reputation of our team, it has grown into a leading fertility clinic. Conveniently located on the outskirts of Nottingham, adjacent to junction 25 of the M1, with ample free parking for staff and patients at the front of the building.

Key Responsibilities:

1. Review current call centre processes and compare them to business goals, using patient feedback and market insights to guide improvements.
2. Clearly document any key changes or findings when needed.
3. Identify and implement smart solutions that support business growth and patient experience.
4. Evaluate cost-saving opportunities and potential return on investment to improve efficiency.
5. Track progress against set goals and provide regular updates on outcomes and added value.
6. Share plans and performance updates with senior leadership and other key stakeholders.
7. Assess risks linked to outdated systems or technology that could impact service consistency.
8. Look for ways to streamline processes and improve team performance.
9. Explore new tools like AI and automation to reduce repetitive tasks and improve patient interactions.
10. Work closely with the Sales & Marketing Director to shape strategy, reduce risks, and roll out improvements.
11. Support Team Leaders in developing and training staff to help them grow in their roles.
12. Make sure KPIs are realistic, aligned with business goals, and actively monitored.

How you will be measured:

1. Improvement in conversion from Enquiry to First appointment.
2. Less than 5% abandoned rate with calls answered within 90 seconds (currently between 10-15%).
3. First response to email/web enquiries within 2 business hours (currently between 24-48 hours).

Qualifications and Experience:

1. Proven experience leading change in inbound contact centers, ideally with both operational and tech transformation accountability.
2. Confident using Erlang modelling to drive staffing and scheduling decisions.
3. Hands-on knowledge of ACD systems, call reporting tools, and IVR optimisation.
4. Experience in implementing outbound follow-up campaigns that drive the best possible outcomes.
5. Ability to balance sales performance with empathy and patient trust.
6. Self-motivated, proven to implement change quickly, bringing people together.
7. Strong communication skills across all key business stakeholders.
8. Ability to find solutions and resolve conflicts appropriately.
9. Advanced knowledge of Excel and strong presentation skills.
10. Ability to motivate and influence, ensuring Team Leaders are fully engaged.
11. Ability to work in a complex business area, demonstrating resilience and adaptability.
12. Passion for driving an 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 organization evolves.

Confidentiality

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

Additional Details:

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

Working Hours: 37.5 hours per week, Monday to Friday. Bank holiday and occasional weekend working required.

Pension: Dual contribution pension scheme.

Holiday Entitlement: 27 days plus bank holidays (pro-rata).