At a Glance
- Tasks: Lead engaging training programmes to enhance customer service across our Patient Engagement Centres.
- Company: Join InHealth, the UK's largest specialist provider of diagnostic and healthcare services.
- Benefits: Enjoy 27 days annual leave, private medical insurance, and a fantastic rewards platform.
- Other info: Collaborate with international teams and enjoy excellent career growth opportunities.
- Why this job: Make a real impact on colleague development and patient experience in a supportive environment.
- Qualifications: Experience in training delivery and strong organisational skills are essential.
The predicted salary is between 40500 - 49500 £ per year.
Rochdale, with occasional travel to Middlewich. At InHealth, we’re proud to be the UK’s largest specialist provider of diagnostic and healthcare services. With over 3,500 colleagues and a mission to Make Healthcare Better, we support millions of patients every year through innovative, accessible and high-quality healthcare services.
As our services continue to grow, we are looking for an engaging and proactive Customer Service Training Lead to help shape and support learning across our Patient Engagement Centres (PEC). This is an exciting opportunity for someone passionate about training, coaching and operational excellence to make a genuine impact on both colleague development and patient experience.
About the Role
This is a hands-on and highly collaborative role where you will lead the coordination, delivery and continuous improvement of training across the PEC function. Working closely with operational leaders, subject matter experts and the central Learning & Development Team, you will ensure colleagues across the PEC have the skills, confidence and knowledge needed to deliver an outstanding service to patients. You’ll play a key role in supporting onboarding, refresher training, service calibration and ongoing capability development - helping to drive consistency, compliance and performance across the service. This role also offers the opportunity to collaborate across multiple PEC locations, including supporting alignment with international teams such as PEC Philippines.
What You’ll Be Doing
- Training Design, Delivery & Support
- Coordinate and deliver engaging training programmes aligned to PEC operational requirements
- Design and maintain high-quality, standardised training materials and resources
- Support onboarding and induction training for new starters
- Deliver refresher training, coaching and calibration sessions to support service excellence
- Work alongside the central L&D Team to implement wider organisational learning updates within PEC
- Ensure all training activity aligns with organisational standards, governance and compliance requirements
- Support managers with training recommendations and learning-related queries
- Training Planning & Coordination
- Partner with operational managers to identify skills gaps and training needs
- Support the development of local training plans and learning priorities
- Coordinate training schedules, logistics and resources across PEC locations
- Maintain training documentation and learning records within the LMS
- Compliance & Reporting
- Monitor mandatory and compliance training completion
- Produce regular training reports and updates for managers
- Ensure accurate tracking and maintenance of training data and records
- Stakeholder Collaboration
- Act as a key link between PEC operations and the central L&D function
- Collaborate with subject matter experts and wider business stakeholders to support operational learning needs
What We’re Looking For
We’re looking for someone who is organised, engaging and passionate about developing others. You’ll be confident working in a fast-paced operational environment and able to build strong relationships across teams.
You’ll Bring:
- Strong organisational and coordination skills
- Excellent communication and stakeholder management abilities
- A collaborative and proactive approach
- Strong attention to detail and problem-solving capability
- Confidence using systems and data to track progress and training compliance
- Understanding of adult learning principles
Experience & Qualifications
- Experience supporting training delivery, onboarding or operational learning activities
- Experience working within a service, contact centre or operational environment is desirable
- Familiarity with Learning Management Systems (LMS)
- Good working knowledge of Excel and reporting tools
- CIPD or L&D qualification is desirable
What's in it for you
As well as the below amazing company benefits, we offer some unique benefits here at Sandbrook House, including:
- Free parking
- Subsidised restaurant and café
- 27 days annual leave (plus bank holidays)
- Generous company contribution pension scheme
- Private medical insurance options
- Life assurance
- 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 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.
About us
InHealth is the UK’s largest specialist provider of diagnostic and healthcare solutions, working in partnership with the NHS for more than 30 years to make healthcare better for more than 5 million patients each year. Behind every test, scan and assessment is a team of people helping our services run smoothly, efficiently and with care. With opportunities across community, hospital and office-based settings, InHealth offers the chance to grow your career in a people-focused organisation where your work supports millions of patients and helps bring high-quality healthcare closer to local communities.
InHealth is a place where you're trusted to do your job well, supported by people who value your expertise and give you the space to act on it. Teams show up for each other, leaders back your judgment and help remove blockers rather than create them. New opportunities open as we grow - whether that's progressing, moving sideways or taking on something different as your strengths evolve. And everything we do is focussed on making healthcare better - for patients, partners and the people delivering care.
Customer Service Training Lead in Rochdale employer: InHealth
At Sandbrook House, we pride ourselves on being an exceptional employer, offering a dynamic work environment where every team member plays a crucial role in enhancing patient access and safety. Our culture fosters collaboration and innovation, with ample opportunities for professional growth through comprehensive training and development programmes. Located near a large retail park, employees enjoy unique benefits such as free parking, subsidised meals, and access to a wide range of discounts, making it a rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Training Lead in Rochdale
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at InHealth. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like InHealth before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Training Lead in Rochdale
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to InHealth:Your cover letter is your chance to shine! Tell us why you want to work at InHealth specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at InHealth!
How to prepare for a job interview at InHealth
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
