Customer Service Manager

Job description

Job responsibilities

As a Customer Service Manager with InHealth, you will be responsible for the leadership of our colleagues based at our contact centre the Patient Referral Centre (PRC). In this key management role, you will get the best out of our experienced team leaders, administrators and advisors, through inspiring and strong leadership skills. You will work alongside colleagues from our dynamic and fast-paced sites to ensure our administrators and advisors process accurate referrals and booking and ensure all of our patients receive the highest level of care and support at all times.

As an integral part of our Management Team, your skills will help us to improve our processes and systems deliver to ensure that we consistently deliver world class patient care.

To find out more about what its like to work at the InHealth Patient Referral Centre check out our You Tube video:

Join our team at the Patient Referral Centre - here's what our colleagues have to say - YouTube

What youll do:

• Lead and motivate the customer service team, setting clear performance expectations, and adopting a positive and collaborative work environment.
• Develop and implement strategies to ensure exceptional customer experiences, including handling inquiries, resolving issues, and proactively identifying areas for improvement.
• Establish and monitor key performance indicators (KPIs) to track the team's performance, identifying trends, and implementing corrective actions where necessary.
• Provide ongoing, up to date training and mentorship to the team to enhance their skills and knowledge, ensuring a high level of professionalism and competence.
• Continuously assess and improve customer service processes to streamline operations and enhance efficiency.
• Implement quality control measures to maintain the highest standards of service and compliance with regulatory requirements.
• Preparation of regular reports, inclusive of data relating to relevant Head of Patients whilst also ensuring reports are distributed to patients or referrers in line with clinical priority and contractual performance indicators

As well as the below amazing company benefits, we offer some unique benefits here at Sandbrook House, including:

• Free parking
• Subsidizedrestaurant and café
• Excellent facilities
• Free hot drinks
• Opposite large retail park with a vast amount of food outlets

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:

• 27 days annual leave (plus bank holidays)
• Generous company contribution pension scheme
• Private medical insurance options
• Life assurance
• Hybrid and flexible working opportunities
• Fantastic learning and development opportunities
• 24/7 access to a dedicated well-being hub and an Employee Assistance Programme
• Enhanced parental leave
• Monthly award programme and online peer-to-peer recognition
• Long service recognition, with vouchers and additional annual leave
• Refer a friend bonus
• Discounts on InHealths healthcare services
• Smart tech, Cycle to Work and thousands of discounts and cashback options
• Paid-for professional memberships and more!

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 4 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 5 million patientsfrom 1,000 locations by 2025

Person Specification

Qualifications

Essential

• Please see ad

Desirable

• Please see ad

Experience

Essential

• Please see ad

Desirable

• Please see ad

Additional Criteria

Essential

• Please see ad

Desirable

• Please see ad

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.

Employer details

Employer name

InHealth Group

Address

InHealth Patient Referral Centre

Sandbrook House

ROCHDALE

GREATER MANCHESTER

OL11 1RY

Employer's website

https://www.inhealthgroup.com/ (Opens in a new tab)