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Patient Services Team Leader

Care Fertility Woking

30 hours per week | Monday - Saturday between 8:00am - 6:00pm (rota basis)
Salary: £23,872 per annum (based on 30 hours) | FTE £29,841 inclusive of High Cost Area Weighting

At Care Fertility, we're on a mission to make family possible for everyone. As the UK's most trusted fertility specialists, we combine compassion, collaboration and expertise to provide world-class fertility treatment and exceptional patient care.

We are looking for an experienced and motivated Patient Services Team Leader to join our team at Care Fertility Woking. This is an exciting opportunity for a customer service professional with leadership experience who is passionate about delivering exceptional patient experiences and supporting the development of a high-performing team.

About the Role

As a Patient Services Team Leader, you will lead the day-to-day operations of our Patient Services team, ensuring patients receive a seamless, professional and compassionate experience throughout their fertility journey. You will coordinate workloads, support colleagues, resolve escalated issues and work closely with the Patient Services Manager to achieve service and operational objectives.

You will also play an active role in patient-facing activities, ensuring that enquiries, appointments and patient communication are managed efficiently and to a high standard.

Key Responsibilities

Lead and motivate the Patient Services team to deliver exceptional patient care and service.
Coordinate daily workloads and support effective rota and resource management.
Support recruitment, induction, training and ongoing development of team members.
Act as the point of contact in the absence of the Patient Services Manager.
Manage escalated patient concerns and complaints professionally and effectively.
Ensure patients are guided smoothly through their treatment journey.
Monitor service performance and support the achievement of key performance indicators.
Identify and resolve workflow issues, driving continuous improvement.
Maintain compliance with company procedures, regulatory requirements and quality standards.
Work collaboratively with clinical and non-clinical colleagues across the clinic.

About You

We're looking for someone who has:

Essential
GCSE English and Maths (or equivalent).
Excellent written and verbal communication skills.
Experience handling complaints and resolving service issues.
Experience working to targets, deadlines and performance measures.
Strong organisational skills and attention to detail.
Experience managing workflows, priorities and diary systems.

Desirable
Previous leadership experience within a customer service, healthcare or administrative environment.
Experience coordinating daily operations and allocating workloads.
A management or customer service qualification.

What You'll Bring
A passion for delivering outstanding customer and patient experiences.
Strong leadership and coaching skills.
The ability to build positive relationships with colleagues and patients.
A proactive approach to problem-solving and continuous improvement.
Commitment to Care Fertility's values of Compassion, Collaboration and Expertise.

Why Join Care Fertility?

At Care Fertility, our people are at the heart of everything we do. We are committed to creating an inclusive, supportive workplace where colleagues can grow, develop and make a meaningful difference every day. We invest in our people and provide opportunities to build rewarding careers while helping patients achieve their dreams of starting or growing a family.

Ready to Apply?

If you're an experienced team leader with a passion for customer service and leading high-performing teams, we'd love to hear from you.

Join Care Fertility Woking and help us make family possible for everyone.