Team Leader

InHealth Group Limited; Middlewich; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

25 days annual leave

Pension scheme

Learning and development opportunities

Well-being hub

Employee Assistance Programme

Monthly awards and recognition

Refer a friend bonus

Discounts on InHealth services

Cycle to Work

Professional memberships

Job summary

InHealth Group Limited in Middlewich is looking for a Team Leader to inspire and develop a team of Patient Coordinators within our Diabetic Eye Screening service. You will drive performance, deliver exceptional patient care and continuously improve processes to prevent sight loss.

You will lead, coach and support the team, manage workloads and build a positive culture while ensuring KPIs, SLAs and data protection standards are met in a busy, on-site Patient Engagement Centre.

Qualifications

• Previous experience leading, supervising or coaching a team.
• A strong customer or patient-focused background.
• Excellent communication and interpersonal skills.
• The ability to motivate, engage and develop others.
• Strong organisational skills with the ability to prioritise effectively.
• Confidence in handling challenging situations and making informed decisions.
• A proactive approach to problem-solving and continuous improvement.
• Good attention to detail and a commitment to quality and compliance.
• Experience using Microsoft Office and other business systems.

Responsibilities

• Leading, coaching and motivating a team of Patient Coordinators to achieve performance targets and deliver excellent customer service.
• Monitoring KPIs, SLAs and quality standards, providing regular feedback and development support.
• Managing escalated patient enquiries and complaints professionally, sensitively and effectively.
• Identifying opportunities for process improvements and supporting the implementation of service enhancements.
• Ensuring compliance with company policies, quality standards, data protection requirements and health and safety procedures.
• Supporting the recruitment, onboarding and training of new team members.
• Managing workloads and resource allocation to ensure the smooth day-to-day operation of the service.
• Building a positive, inclusive and high-performing team culture.
• Working closely with colleagues and stakeholders to continually improve patient experience and service delivery.

Skills

Leadership

Coaching

Customer focus

Communication

Organisational skills

Decision making

Problem solving

Attention to detail

MS Office

Education

GCSEs or equivalent

Customer service/Healthcare exposure

Job description

At InHealth, we support over 5 million patients every year, and our Patient Engagement Centres play a vital role in delivering exceptional patient care. As a Team Leader within our Diabetic Eye Screening service, you will lead a team of Patient Coordinators who help patients access essential screening appointments, supporting the early detection of Diabetic Retinopathy and helping to prevent sight loss.

This is an exciting time to join a growing service that continues to evolve across both the NHS and InHealth. You'll have the opportunity to influence how patient engagement services are delivered, drive continuous improvement, and make a real impact on both patient outcomes and team performance. We're looking for a passionate and motivated leader who enjoys developing people, improving processes, and delivering an outstanding patient experience.

This role is based on-site at our Patient Engagement Centre in Middlewich. You'll typically work Monday to Friday, while supporting some ad hoc evening and Saturday shifts as needed to ensure we continue to provide an excellent service to our patients.

What You'll Do

As a Team Leader, you will inspire, support and develop your team to deliver a high-quality, patient-focused service. Key responsibilities include:

• Leading, coaching and motivating a team of Patient Coordinators to achieve performance targets and deliver excellent customer service.
• Monitoring KPIs, SLAs and quality standards, providing regular feedback and development support.
• Managing escalated patient enquiries and complaints professionally, sensitively and effectively.
• Identifying opportunities for process improvements and supporting the implementation of service enhancements.
• Ensuring compliance with company policies, quality standards, data protection requirements and health and safety procedures.
• Supporting the recruitment, onboarding and training of new team members.
• Managing workloads and resource allocation to ensure the smooth day-to-day operation of the service.
• Building a positive, inclusive and high-performing team culture.
• Working closely with colleagues and stakeholders to continually improve patient experience and service delivery.

About You

We're looking for someone who is passionate about leading people and delivering exceptional service.

What You'll Bring

• Previous experience leading, supervising or coaching a team.
• A strong customer or patient-focused background.
• Excellent communication and interpersonal skills.
• The ability to motivate, engage and develop others.
• Strong organisational skills with the ability to prioritise effectively.
• Confidence in handling challenging situations and making informed decisions.
• A proactive approach to problem-solving and continuous improvement.
• Good attention to detail and a commitment to quality and compliance.
• Experience using Microsoft Office and other business systems.

You'll Thrive in This Role If You Are

• Supportive, approachable and able to build strong relationships.
• Positive, resilient and calm under pressure.
• Comfortable challenging existing ways of working to drive improvement.
• A collaborative team player who enjoys helping others succeed.
• Committed to maintaining high standards and achieving results.
• Experience in a team leader, supervisor or people management role.
• Experience working in a customer service, contact centre, healthcare or patient-facing environment.
• GCSEs (or equivalent) and/or relevant customer service or healthcare experience.
• Understanding of confidentiality, data protection and information governance requirements.
• Ability to learn new systems and processes quickly and support others in doing the same.

This is a fantastic opportunity to join a growing healthcare service, develop your leadership career, and make a meaningful difference to patients every day.

What's in it for you

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:

• 25 days annual leave (plus bank holidays)
• Generous company contribution pension scheme
• Fantastic learning and development opportunities
• 24/7 access to a dedicated well-being hub and an Employee Assistance ProgrammeMonthly award programme and online peer-to-peer recognition
• 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. IND02

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.