Team Leader

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.

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.
• Passionate about delivering excellent patient experiences.
• 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.

Essential Requirements

• 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.