Customer Service Manager

InHealth Group; Middlewich; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading healthcare provider in Middlewich is seeking a Customer Service Manager to lead a dedicated team in their Patient Engagement Centre. You will oversee day-to-day operations, ensuring high patient satisfaction, and your leadership will drive continuous improvement aligned with KPIs. Ideal candidates will have experience in healthcare customer service environments, strong organizational skills, and the ability to thrive under pressure. The role offers a full-time schedule with flexible hours and is pivotal in enhancing patient care.

Benefits

Free Parking

Flexible working hours

Qualifications

• Experience managing customer-focused teams in a healthcare environment.
• Ability to thrive under pressure and manage complex situations.
• Proficient in Microsoft Office and CRM systems.

Responsibilities

• Lead and develop a high-performing team within our Patient Engagement Centre.
• Oversee day-to-day operations ensuring patient satisfaction.
• Drive continuous improvement aligned with KPIs.

Skills

Leadership

Organisational skills

Communication

Stress management

KPI monitoring

Microsoft Office proficiency

CRM systems

Job description

Overview

Full Time / Monday to Friday / Flexible through core office hours / Free Parking

Join InHealth and help us deliver world-class patient care! At InHealth, we see over 5 million patients every year, and our Patient Engagement Team ensures every patient receives the support they need - from first contact to results.

As a Customer Service Manager, you'll play a vital role in leading our Patient Care Advisors (PCAs) and Team Leaders, ensuring exceptional service and smooth processes at every stage.

Main duties

• Lead and develop a high-performing team within our PEC
• Oversee day-to-day operations, ensuring patient and customer satisfaction
• Drive continuous improvement and efficiencies aligned with KPIs
• Collaborate with operational and nursing teams to optimise booking processes
• Support recruitment, training, and development initiatives

Job summary

Customer Service Manager Patient Engagement Centre (PEC), Middlewich

Join InHealth and help us deliver world-class patient care! At InHealth, we see over 5 million patients every year, and our Patient Engagement Team ensures every patient receives the support they need - from first contact to results. As a Customer Service Manager, youll play a vital role in leading our Patient Care Advisors (PCAs) and Team Leaders, ensuring exceptional service and smooth processes at every stage.

What we're looking for

• A passionate leader with experience managing customer-focused teams in a similar environment
• Strong organisational and communication skills
• Ability to thrive under pressure and manage complex situations calmly
• Experience in setting objectives, monitoring KPIs, and driving performance
• Proficiency in Microsoft Office and CRM systems

About us

InHealth is the UKs largest specialist provider of diagnostic and healthcare solutions. Our aim is to make healthcare better for patients by working collaboratively with the NHS to deliver a range of high-quality tests, scans, assessments and procedures. In the last year, we have supported more than 5 million people in their healthcare journeys, the majority of these are NHS patients and service users.

As a people-focused organisation, our teams are integral in how we deliver our services and our values of Trust, Passion, Care and Fresh Thinking underpin everything we do, influencing the way we interact with patients, customers, and colleagues.

Our mission is to provide high-quality services within local communities to over 7 million patients by 2030. We are committed to ensuring that patients receive a positive experience, maintaining a 97% patient satisfaction rate.

Job responsibilities

Customer Service Manager Patient Engagement Centre (PEC), Middlewich

Full Time / Monday to Friday / Flexible through core office hours / Free Parking

Join InHealth and help us deliver world-class patient care!

At InHealth, we see over 5 million patients every year, and our Patient Engagement Team ensures every patient receives the support they need - from first contact to results. As a Customer Service Manager, youll play a vital role in leading our Patient Care Advisors (PCAs) and Team Leaders, ensuring exceptional service and smooth processes at every stage.

What youll do

• Lead and develop a high-performing team within our PEC
• Oversee day-to-day operations, ensuring patient and customer satisfaction
• Drive continuous improvement and efficiencies aligned with KPIs
• Collaborate with operational and nursing teams to optimise booking processes
• Support recruitment, training, and development initiatives

What we're looking for

• A passionate leader with experience managing customer-focused teams in a similar environment
• Strong organisational and communication skills
• Ability to thrive under pressure and manage complex situations calmly
• Experience in setting objectives, monitoring KPIs, and driving performance
• Proficiency in Microsoft Office and CRM systems

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name
InHealth Group

Address
Universal House, Erf Way
Middlewich
CW10 0QJ

Employer's website
https://www.inhealthgroup.com/