Contact Centre Transformation Specialist

TechNET IT has partnered with a leading healthcare services organisation, operating a large-scale Patient Services Centre in Harlow. This is a 12-month consultancy/interim position with an immediate start, focused on driving the transformation of their high-volume contact centre operations.

Role Overview

Reporting directly to the Chief Patient Officer, this role will spearhead the transformation of the Patient Services Contact Centre. The successful candidate will be responsible for delivering a minimum 33% productivity improvement through optimisation of Connex telephony, expansion of digital channels, outbound patient engagement strategies, and advanced data analytics.

This is a strategic, delivery-focused role, critical to ensuring patients receive efficient, timely, and digitally enabled services at scale.

Key Responsibilities

  • Conduct a full assessment of current operations (including c.79,000 monthly calls and 10,000 emails).
  • Develop and deliver a transformation roadmap to achieve a minimum 33% productivity uplift.
  • Optimise Connex telephony and WFM tools, including Athena integration.
  • Expand digital channels (SMS, WhatsApp, mobile app, webchat) to enable deflection and improve patient experience.
  • Design and implement outbound calling strategies for engagement and retention.
  • Build data-driven dashboards and performance reporting tools.
  • Lead a small delivery team and coordinate cross-functional stakeholders.
  • Manage change effectively, including training, communications, and adoption support.

Person Specification

Essential

  • Proven track record in contact centre transformation, ideally within healthcare or other highly regulated industries.
  • Expertise in Connex telephony and WFM tools (including Athena).
  • Strong knowledge of call deflection strategies across multiple digital channels.
  • Experience in outbound patient or customer engagement frameworks.
  • Skilled in data analytics, dashboard creation, and productivity modelling.
  • Demonstrated ability to lead teams and influence cross-functional stakeholders.
  • Understanding of digitalisation in patient services and omnichannel workflows.
  • Familiarity with CRM systems (Navision and/or MazikCare desirable).
  • Excellent stakeholder management and change leadership skills.

Desirable

  • Knowledge of chronic illness therapy complexities and how these influence digital adoption.
  • Background in clinical operations, patient services, or pharmaceutical contact centres.

Project Deliverables

  • Discovery Report – baseline assessment of current contact centre operations.
  • Transformation Strategy – with timelines, KPIs, and technology recommendations.
  • Connex Optimisation Plan – audit, feature mapping, and enhancements.
  • Digital Deflection Strategy – adoption metrics across SMS, WhatsApp, app, and webchat.
  • Outbound Calling Framework – scripts, segmentation, and performance tracking.
  • Productivity Dashboard – real-time reporting tools and analytics.
  • Implementation Support – weekly updates, stakeholder engagement, and issue resolution.

Contract Details

  • Duration: 12 months (initial)
  • Location: Harlow Patient Services Centre (hybrid)
  • Start: Immediate
  • Contract Type: Fixed-term consultancy / interim, with potential extension
Salary: GBP 48000 - 72000 per year Experience: 5 years required
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