Role: Diabetic Eye Screening Patient Engagement Centre Team Leader
Location: Middlewich
Salary: £27,000 - £28,500
InHealth sees over 5 million patients annually, with our Customer Service Teams providing vital support and access to all our patients. As a Team Leader, you’ll play a key role in delivering a high-quality, patient-focused service by guiding your team of Patient Call Handlers and driving continuous improvement. You'll ensure we meet KPIs and maintain strong patient satisfaction and engagement.
This role is part of our Diabetic Eye Screening Patient Engagement Centre, supporting early detection of Diabetic Retinopathy and preventing sight loss. As this is a developing area within the NHS and InHealth, it's an exciting opportunity to shape the future of our services. We're seeking a passionate, motivated, and innovative individual to help elevate our services to the highest standard in the country—serving both Commissioners and, above all, our patients. If you're eager to dive in and make a meaningful difference to both current and future offerings, this opportunity is for you!
What you will do:
As a Team Leader in the Patient Engagement Centre, you will be responsible for leading, supporting, and motivating a team of agents to deliver exceptional, patient-centred service. You will monitor team performance against key performance indicators (KPIs) and service level agreements (SLAs), providing regular coaching, feedback, and training to support continuous improvement. You will handle escalated queries or complaints with professionalism and empathy.
You'll play a key role in identifying and implementing process improvements, ensuring compliance with all relevant policies and regulations, including data protection standards. Additionally, you’ll support onboarding and training of new staff and prepare performance reports for senior management. Above all, you'll foster a positive, inclusive team environment focused on delivering high-quality care and continuous development.
Key duties:
- Lead, support, and motivate team members to achieve goals and maintain high performance.
- Monitor individual and team performance, provide feedback, and address issues to meet KPIs and service standards.
- Provide regular updates on team performance, issues, and achievements to management.
- Provide regular coaching, feedback, and training to team members to support their development and performance improvement.
- Support onboarding, coach new and existing staff, and identify opportunities for skills development.
- Act as a link between staff and senior management, ensuring clear, consistent communication of goals, updates, and expectations.
- Address team challenges, resolve conflicts, and support decision-making in a timely, effective manner.
- Identify areas for process improvement and collaborate with management to implement effective solutions.
- Drive a culture of patient-centred care, ensuring calls are handled with empathy, accuracy, and efficiency.
- Handle escalated patient queries or complaints professionally and efficiently.
- Ensure high levels of patient satisfaction by maintaining service standards and promoting a patient-focused approach.
- Allocate tasks, manage workloads, and ensure smooth daily operations.
- Ensure adherence to company policies, health and safety guidelines, and regulatory standards.
- Identify and implement process improvements to enhance efficiency and service delivery.
- Promote a positive, inclusive, and supportive team environment that values continuous improvement and learning.
What people see in you:
- A team player who is supportive, reliable, trustworthy, and creates a positive atmosphere.
- Someone who is approachable, dedicated, and hardworking.
- A people person – someone who enjoys working alongside and helping others
- Demonstrate drive and enthusiasm with the ability to encourage and motivate.
- Ability to work under pressure and stay calm in challenging situations.
- Capable of making confident, well-judged decisions in the moment.
- A passionate, dynamic and committed leader.
- A great communicator at all levels as well as excellent written and verbal. communication skills.
- Willingness to challenge the status quo.
- Great organisational skills with the ability to prioritise workloads.
- A high level of attention to detail and who works well within set procedures.
You will:
- A natural people person with excellent interpersonal and communication skills.
- A positive, can-do attitude with the ability to motivate and inspire others
- Ability to remain calm and focused under pressure.
- Passion for helping others grow and succeed.
- Be experienced in dealing with customers and/or patients and know how to handle their queries effectively and sensitively.
- Educated to GCSE or equivalent Qualifications and/or training/experience in Patient Care
- Understand the importance of patient confidentiality and be aware of data protection.
- Have excellent verbal and written communication skills.
- Have responsibility for the health, safety and welfare of self and others and to always comply with the requirements of health and safety regulations.
- Maintain and ensure observation of robust internal quality assurance measures to meet national standards.
- Be capable to learn and apply new skills or procedures relevant to patient and service needs in line with policy and can effectively share this knowledge with your team.
You will have experience of:
- Managing or supervising a team of staff.
- Working within a customer focused environment.
- Leading and working effectively within a team environment.
- Strategic thinking – ability to anticipate and resolve problems before they arise.
- Working with MS Office.
- Administrative tasks and duties