Team Leader

NHS; Middlewich; On-site; GBP 30,000 - 40,000; Full time

Job summary

A healthcare solutions provider in the UK is seeking a Team Leader for their Diabetic Eye Screening Patient Engagement Centre. The role involves leading a team of Patient Call Handlers to support early detection of Diabetic Retinopathy. Candidates should be motivated and experienced in customer service, with strong interpersonal skills. This role offers the chance to influence patient engagement and improve service quality.

Qualifications

• Experience managing or supervising a team.
• Experience working in a customer-focused environment.
• Ability to stay calm and focused in challenging situations.

Responsibilities

• Lead, coach and develop your team for strong performance.
• Monitor KPIs/SLAs and provide feedback for improvement.
• Handle escalated patient queries with professionalism.

Skills

Interpersonal skills

Motivated and enthusiastic

Strong communication

Organisational skills

Customer service experience

Education

GCSE or equivalent qualifications

Tools

MS Office

Job description

InHealth supports over 5 million patients every year, and our Customer Service Teams are central to making that possible. As a Team Leader in our Diabetic Eye Screening Patient Engagement Centre, you will guide a team of Patient Call Handlers who play a vital role in supporting early detection of Diabetic Retinopathy and helping to prevent sight loss.This service is developing rapidly within both the NHS and InHealth. This means you will have the opportunity to influence how we deliver patient engagement now and in the future. We are looking for someone who is passionate, motivated and innovative, with the drive to raise standards and improve patient experience. If you want to make a meaningful and lasting difference for patients, teams and Commissioners, this role offers that opportunity.

Main duties of the job

• Leading, coaching and developing your team to achieve strong performance and excellent service.
• Monitoring KPIs and SLAs, providing clear feedback and guidance to support improvement.
• Handling escalated patient queries or complaints with professionalism and empathy.
• Identifying opportunities to improve processes and working with management to put changes in place.
• Ensuring compliance with all policies including data protection, health and safety and quality standards.
• Supporting the onboarding and training of new team members and helping existing staff grow their skills.
• Communicating effectively with both your team and senior management.
• Managing daily workload, allocating tasks and ensuring smooth operational flow.
• Encouraging a supportive, inclusive team culture focused on quality and continuous improvement.

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 be the preferred provider of high-quality diagnostics and healthcare solutions in hospitals and in accessible community settings, serving patients from 1,000 locations by 2025.

What you will do

• Leading, coaching and developing your team to achieve strong performance and excellent service.
• Monitoring KPIs and SLAs, providing clear feedback and guidance to support improvement.
• Handling escalated patient queries or complaints with professionalism and empathy.
• Identifying opportunities to improve processes and working with management to put changes in place.
• Ensuring compliance with all policies including data protection, health and safety and quality standards.
• Supporting the onboarding and training of new team members and helping existing staff grow their skills.
• Communicating effectively with both your team and senior management.
• Managing daily workload, allocating tasks and ensuring smooth operational flow.
• Encouraging a supportive, inclusive team culture focused on quality and continuous improvement.

About you

What people see in you:

• Supportive, reliable and able to create a positive atmosphere.
• Approachable, dedicated and hardworking.
• A people person who enjoys helping others.
• Motivated and enthusiastic with the ability to inspire your team.
• Calm under pressure and confident in making sound decisions.
• A strong communicator with excellent written and verbal skills.
• Organised, focused and able to prioritise effectively.
• Detail orientated and committed to following procedures.
• Comfortable challenging existing ways of working to improve service.

You will

• Be a natural communicator with strong interpersonal skills.
• Have a positive, proactive attitude and a desire to support others to succeed.
• Be able to stay calm and focused in challenging situations.
• Have experience working with customers or patients and handling sensitive queries.
• Understand the importance of patient confidentiality and data protection.
• Hold GCSE or equivalent qualifications and/or relevant experience in patient care.
• Take responsibility for your own health, safety and welfare as well as that of others.
• Be able to learn new systems, processes and skills quickly and share knowledge with your team.

You will have experience of

• Managing or supervising a team.
• Working in a customer focused environment.
• Leading and working effectively within a team.
• Thinking ahead and resolving problems before they escalated.
• Using MS Office and completing administrative tasks.

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.