Customer Service Manager

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, 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.

What you’ll 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

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 Programme
• Monthly 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.

InHealth is the UK’s 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.