Customer Service Training Lead

InHealth Group; Castleton; On-site; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Free parking

Subsidised restaurant and café

Job summary

InHealth is seeking a Customer Service Training Lead to coordinate, deliver and continuously improve training across Patient Engagement Centres (PEC). You will work with operational leaders and the central L&D team to ensure colleagues have the skills and confidence to deliver outstanding patient service.

Responsibilities include onboarding, refresher training, service calibration and ongoing capability development, with opportunities to align across PEC locations and international teams.

Qualifications

• Experience supporting training delivery, onboarding or operational learning activities.
• Experience in a service, contact centre or operational environment is desirable.
• Familiarity with LMS platforms and reporting tools.
• Proficient with Excel and data reporting to monitor training progress.

Responsibilities

• Coordinate and deliver engaging training programmes aligned to PEC requirements.
• Design and maintain standardised training materials and resources.
• Support onboarding and induction training for new starters.
• Deliver refresher training, coaching and calibration sessions.
• Collaborate with central L&D to implement wider learning updates.
• Ensure training activities meet governance and compliance standards.

Skills

Organisational skills

Communication skills

Stakeholder management

Attention to detail

Data-driven training

Adult learning principles

Education

CIPD or L&D qualification desirable

Tools

Learning Management System (LMS)

Excel

Job description

Rochdale, with occasional travel to Middlewich

At InHealth , we’re proud to be the UK’s largest specialist provider of diagnostic and healthcare services. With over 3,500 colleagues and a mission to Make Healthcare Better, we support millions of patients every year through innovative, accessible and high-quality healthcare services.

As our services continue to grow, we are looking for an engaging and proactive Customer Service Training Lead to help shape and support learning across our Patient Engagement Centres (PEC). This is an exciting opportunity for someone passionate about training, coaching and operational excellence to make a genuine impact on both colleague development and patient experience.

About the Role

This is a hands-on and highly collaborative role where you will lead the coordination, delivery and continuous improvement of training across the PEC function.

Working closely with operational leaders, subject matter experts and the central Learning & Development Team, you will ensure colleagues across the PEC have the skills, confidence and knowledge needed to deliver an outstanding service to patients.

You’ll play a key role in supporting onboarding, refresher training, service calibration and ongoing capability development — helping to drive consistency, compliance and performance across the service.

This role also offers the opportunity to collaborate across multiple PEC locations, including supporting alignment with international teams such as PEC Philippines.

What You’ll Be Doing

Training Design, Delivery & Support

• Coordinate and deliver engaging training programmes aligned to PEC operational requirements
• Design and maintain high-quality, standardised training materials and resources
• Support onboarding and induction training for new starters
• Deliver refresher training, coaching and calibration sessions to support service excellence
• Work alongside the central L&D Team to implement wider organisational learning updates within PEC
• Ensure all training activity aligns with organisational standards, governance and compliance requirements
• Support managers with training recommendations and learning-related queries

Training Planning & Coordination

• Partner with operational managers to identify skills gaps and training needs
• Support the development of local training plans and learning priorities
• Coordinate training schedules, logistics and resources across PEC locations
• Maintain training documentation and learning records within the LMS

Compliance & Reporting

• Monitor mandatory and compliance training completion
• Produce regular training reports and updates for managers
• Ensure accurate tracking and maintenance of training data and records

Stakeholder Collaboration

• Act as a key link between PEC operations and the central L&D function
• Collaborate with subject matter experts and wider business stakeholders to support operational learning needs

What We’re Looking For

We’re looking for someone who is organised, engaging and passionate about developing others. You’ll be confident working in a fast-paced operational environment and able to build strong relationships across teams.

You’ll Bring:

• Strong organisational and coordination skills
• Excellent communication and stakeholder management abilities
• A collaborative and proactive approach
• Strong attention to detail and problem-solving capability
• Confidence using systems and data to track progress and training compliance
• Understanding of adult learning principles

Experience & Qualifications

• Experience supporting training delivery, onboarding or operational learning activities
• Experience working within a service, contact centre or operational environment is desirable
• Familiarity with Learning Management Systems (LMS)
• Good working knowledge of Excel and reporting tools
• CIPD or L&D qualification is desirable

What's in it for you

As well as the below amazing company benefits, we offer some unique benefits here at Sandbrook House, including:

• Free parking
• Subsidised restaurant and café

We offer a fantastic benefits package, which is available through a mobile-enabled rewards platform, called InJoy.

This is your place to access thousands of offers and discounts on a wide range of products and services relating to: fashion, travel, eating out, technology, leisure and more!

In addition to this, we also offer:

• 27 days annual leave (plus bank holidays)
• Generous company contribution pension scheme
• Private medical insurance options
• Life assurance
• Fantastic learning and development opportunities
• 24/7 access to a dedicated well-being hub and an Employee Assistance Programme
• Enhanced parental leave
• Monthly award programme and online peer-to-peer recognition
• Long service recognition, with vouchers and additional annual leave
• Refer a friend bonus
• Discounts on InHealth’s healthcare services Smart tech,
• Cycle to Work and thousands of discounts and cashback options
• Paid-for professional memberships and more!

Making sure our people are happy at work is one of our main priorities, which means giving them as many opportunities as we can to support their personal and professional growth. We also have an innovative approach to personal and professional development, helping you to be the best version of you and giving you a real career pathway. IND01

About us

InHealth is the UK’s largest specialist provider of diagnostic and healthcare solutions, working in partnership with the NHS for more than 30 years to make healthcare better for more than 5 million patients each year.

Behind every test, scan and assessment is a team of people helping our services run smoothly, efficiently and with care. With opportunities across community, hospital and office-based settings, InHealth offers the chance to grow your career in a people-focused organisation where your work supports millions of patients and helps bring high-quality healthcare closer to local communities.

InHealth is a place where you're trusted to do your job well, supported by people who value your expertise and give you the space to act on it. Teams show up for each other, leaders back your judgment and help remove blockers rather than create them.

New opportunities open as we grow - whether that's progressing, moving sideways or taking on something different as your strengths evolve. And everything we do is focussed on making healthcare better - for patients, partners and the people delivering care.