Team Lead UK Lab Administration

At TFP we make families. We shape fertility journeys around peoples lives. Our commitment to outstanding customer experience is demonstrated every day; through genuine care building trust sharing our expertise driving innovation and showing our passion in all that we do.

The Role:

The UK Laboratory Administrator team play a vital role in shaping each patients fertility journey. This position not only leads the processes and the administrators that support laboratory functions across the UK but also personally undertake key administrative duties. This includes coordinating the safe and timely transportation of gametes and embryos between clinics guiding patients through the annual storage fee process and ensuring consents for stored samples are managed with absolute care.

In this role you will lead and mentor a dynamic and compassionate team ensuring they maintain regulatory compliance follow standard operating procedures meet KPIs and deliver the highest standard of patient care. You will also carry out administrative tasks yourself particularly in complex or sensitive cases to ensure accuracy regulatory alignment and exemplary patient experience. Additionally you will drive continuous improvements in patient experience compliance fostering team development and ensuring the seamless transition of patients from the central team to the local clinic team.

This is a full-time position working 37.5 hours per week

Weekend working is required on rotation of 1:4

The Location:

Our UK Lab Admin team is based within the TFPNurture Fertility clinic. Conveniently located on the outskirts of Nottingham adjacent to junction 25 of the M1 there is ample free parking for staff and patients at the front of the building.

Key Responsibilities:

Sample Transportation & Administrative Support

• Manage transportation of stored gametes and embryos in line with TFP SOPs and HFEA Code of Practice.

• Maintain accurate databases dashboards and invoicing for transport cases.

• Prepare HFEA applications and review feedback as required.

Consent Management & Cryobilling

• Oversee consent expiries and annual storage fee processes for frozen gametes and embryos.

• Ensure timely issuance of statutory notices and verify completeness of HFEA consent forms.

• Support patients with sensitive communication regarding their stored samples.

Team & Resource Management

• Plan and manage team resources including rotas annual leave and absence.

• Recruit onboard and train new team members.

• Monitor team performance conduct appraisals and support professional development.

Quality & Compliance

• Maintain SOPs checklists policies and risk assessments.

• Manage non-conformities complaints and audits and liaise with quality and legal teams as needed.

• Represent TFP during HFEA inspections and ensure regulatory compliance in all processes.

Reporting & Performance

• Track and report key performance metrics identifying challenges and opportunities for improvement.

• Lead monthly and quarterly KPI reviews setting actionable goals for the team.

Collaboration & Communication

• Work closely with Patient Support laboratory and other departments to resolve complex queries.

• Ensure accurate recording of patient records communications and transactions while maintaining confidentiality.

• Foster cross-functional collaboration promoting TFP values of care trust and expertise.

Regulatory Knowledge & Training

• Maintain up-to-date knowledge of relevant HFEA Codes of Practice.

• Provide training and guidance to team members on regulatory compliance and customer service standards.

Confidentiality

• Maintain strict confidentiality of patient employee and company information in line with GDPR and other regulations.

Qualifications and Experience:

Education and Qualifications

Essential:

• Proven experience in leading a customer service or patient care team

• Proficient knowledge and experience of Microsoft Office packages

• Experience of training junior staff members

Desirable:

• Previous experience in a healthcare setting or IVF clinic

• Experience with CRM or patient management systems

Skills and Abilities

Essential:

• Strong organizational skills; able to manage multiple tasks and priorities

• Excellent leadership communication and interpersonal skills

• Ability to analyze and report on team performance using data

• Excellent keyboard/IT skills

• Excellent oral and written communication skills and manner

• Ability to communicate effectively with staff and patients (telephone and face-to-face)

• Excellent time management skills; able to work under pressure and meet deadlines

• Commitment to delivering high-quality patient experience

• Comfortable giving feedback and managing team performance

• Flexible self-directed and initiative-taking

• Collaborative and team-oriented

• High level of focus resilience and empathy

Desirable:

• Knowledge of the HFEA Code of Practice

• Experience managing consent expiries and sample transportation

Location: TFP Nurture Fertility - Nottingham

Salary:Competitive (Depending on experience)

Working Hours: 37.5 Hours per week

Monday to Friday between the hours of 08.00-18.00

Saturday working required on 1:4 rotation

Pension: Dual contribution pension scheme

Holiday Entitlement: 27 Days Bank holidays (pro rata)

Free parking available on site