Recruitment And Call Centre Manager

Fortrea; Ledston; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Car allowance

10% annual bonus

Pension

Benefits package

Job summary

Fortrea in Leeds is seeking a Recruitment and Call Centre Manager to lead our Call Center team responsible for building Fortrea's participants database for clinical trials. You will guide the delivery of recruitment strategies, coach a 10+ strong team, and ensure studies recruit the right healthy volunteers and patients on schedule.

The role combines leadership, training and performance coaching with operational delivery, using data to guide decisions and optimise channels.

Qualifications

• Substantial line management experience in a busy, target-driven environment.
• Experience leading call centres or recruitment agencies with high-volume engagement.
• Strong commercial awareness and ability to communicate with senior leaders and clients.

Responsibilities

• Lead, coach and develop a diverse team (10+ people) managing full employee lifecycle.
• Drive participant recruitment for clinical trials, ensuring right volunteers/patients for each study.
• Translate study requirements into effective recruitment plans and channels.
• Use recruitment metrics to guide decisions and align activity with study timelines.
• Represent recruitment to clients and senior leaders in meetings and bids.

Skills

Line management

Recruitment leadership

Call centre management

Client-facing

Tools

CRM systems

Data analytics tools

Job description

We exist to bring new medicines to life. What if your line management expertise could help us accelerate that journey?
Location: Drapers Yard, Leeds
Working arrangement: Full-time, permanent and on-site
Hours: 37 hours per week
Compensation & benefits: competitive salary, car allowance, 10% annual bonus, pension and an attractive benefits package

FORTREA IN LEEDS: WHERE BREAKTHROUGHS BEGIN

Dedicated to Early Clinical Development, our Clinical Research Unit in Leeds is where life-saving medicines begin their journey. Our clinical trials involve healthy volunteers and patients. For every study, we need to recruit the right participants, in the right numbers, at the right time.

As our next Recruitment and Call Centre Manager, you will lead our Call Center team responsible for making that happen.

This team build and maintain Fortrea's participants database of healthy volunteers and patients for our clinical trials. They screen them to assess their suitability and identify the right trial opportunity for each potential participant.

You will combine people leadership, training and coaching with recruitment strategy, operational delivery and creative problem-solving, helping ensure that we recruit the right participants and our clinical trials can move forward as planned.

WHAT YOU WILL BE DOING

• Bring Fortrea's values to life through your leadership, ensuring they shape how your team works, collaborates and delivers every day.
• Lead, coach and develop a diverse team (10+ people) managing the full employee lifecycle, from recruitment and onboarding to setting annual objectives, managing performance, supporting individual development, career progression or resolving performance issues.
• Drive participant recruitment for our clinical trials, ensuring the team identifies and engages the right healthy volunteers and patients for each study.
• Turn study requirements into effective recruitment plans, understanding the participant profile required, selecting appropriate recruitment channels and creating mitigation and contingency plans when challenges arise.
• Use recruitment metrics and performance data to guide decisions, manage competing priorities and keep recruitment activity aligned with study timelines.
• Solve complex recruitment challenges with calm, logical and creative thinking, continuously improving how we find, engage and progress potential participants.
• Represent the recruitment function with clients and senior leaders, contributing your expertise to study discussions, recruitment solutions and bid-defence meetings.

And your long-term contribution?
You will have the opportunity to shape how we find, attract and recruit healthy volunteers and patients for our clinical trials. From process innovation to operational delivery, your ideas will influence the future of participant recruitment across Fortrea, helping us build a more effective and responsive operation.

YOU NEED TO BRING…

• Substantial line management experience in a busy, target-driven environment, with evidence of building, coaching and developing successful teams.
• Call centre or recruitment agency leadership experience, giving you a strong understanding of high-volume candidate or customer engagement and performance-led operations.
• Strong commercial awareness and client-facing experience, with the confidence to communicate clearly and authoritatively with senior leaders and external clients.
• Experience translating operational requirements into practical plans, managing projects, balancing competing priorities and responding effectively when circumstances change.
• A calm, logical and creative approach to problem-solving, combined with sound judgement and the ability to make decisions in a fast-moving environment.
• Clear and concise communication skills, with the professional credibility to contribute to leadership discussions and client meetings.

Clinical research experience is welcome but not essential. We are open to experienced leaders from call centres, recruitment agencies, healthcare, sales and other relevant target-driven environments.