Overview
Contact Centre Implementation Lead (Healthcare) – 12‑Month Contract (Harlow / Hybrid)
Technet IT has partnered with a leading provider in the clinical homecare industry to recruit a Contact Centre Implementation Lead. Our partner delivers medications, nursing services and healthcare support to patients across the UK and employs over 1,400 professionals. This role will spearhead a transformational programme across their contact centre operations.
Opportunity
* Contract: 12‑month fixed‑term contract with potential for extension.
* Location: Harlow (hybrid working – on‑site and remote).
* Start: ASAP.
Responsibilities
* Programme coordination: Lead day‑to‑day execution of contact‑centre transformation initiatives across telephony, digital channels, outbound calling and data‑driven improvements.
* Stakeholder engagement: Liaise with internal teams and external partners to ensure milestones are met and risks are escalated.
* Process documentation: Collaborate with the transformation specialist to document new workflows and create user guides.
* Training support: Contribute to training materials and onboarding packs to ensure sustainable adoption.
* Analytics & reporting: Monitor KPIs (call volumes, routing logic, deflection rates, productivity) and support data dashboards and weekly progress reports.
Ideal Candidate Profile
* Proven experience in contact‑centre operations, ideally within healthcare or another regulated sector.
* Familiarity with Connex telephony and workforce management (WFM) tools.
* Strong analytical skills (Excel, Power BI) and ability to present data insights.
* Understanding of digital channels (SMS, WhatsApp, webchat, mobile app) and patient engagement strategies.
* Excellent communication and stakeholder management skills.
* Able to document processes clearly and support training delivery.
* Comfortable working at pace in a transformation‑focused environment.
* Experience with CRM systems such as Navision or MazikCare.
* Exposure to transformation programmes or service redesign.
* Knowledge of patient services, chronic‑illness therapies or pharmaceutical logistics.
* Instructional design or training delivery experience.
Seniorities & Employment
* Seniority level: Mid-Senior level
* Employment type: Contract
Job function
* Information Technology and Consulting
Industries
* Hospitals and Health Care
We are not including any boilerplate or non‑essential notices. If you’re excited about leading change in a large healthcare organisation and have the skills to drive a 33 % uplift in efficiency through telephony and digital innovation, we’d love to hear from you.
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