Director of Customer Service

Are you passionate about transforming customer engagement through digital innovation? Do you want to drive real change in healthcare and beyond, making a meaningful impact on millions of lives? If so, we have the perfect opportunity for you!

As the Director of Customer Service at InHealth, you will lead our Digital First strategy, ensuring patients benefit from cutting-edge customer engagement solutions. This pivotal role will see you championing digital transformation, driving service excellence, and shaping the future of how we connect with patients and customers.

We welcome applications from leaders with experience in customer service across healthcare and other industries such as retail, banking, or technology, where service excellence, digital innovation, and continuous improvement are at the heart of delivery.

This is a unique chance to combine your customer-first mindset with digital transformation expertise to deliver real impact in healthcare accessibility across the UK.

This full-time, permanent role is based at our Patient Engagement Centre in Rochdale, with 4 days per week required in the office. Applicants must live within commuting distance.

What You’ll Do

Strategic Leadership

• Develop and execute a Digital First engagement strategy aligned with InHealth’s vision.
• Lead and inspire operational, fostering a culture of innovation, collaboration, and continuous improvement.
• Act as the key liaison between digital, operational, and executive teams to drive transformation and embed new technologies.

Customer & Patient Experience

• Champion customer service excellence, ensuring every interaction - digital or human - is positive and impactful.
• Create and implement strategies that enhance experience, accessibility, and satisfaction.
• Work closely with clinical and operational teams to deliver seamless journeys.
• Use digital tools, data insights, and AI to evolve engagement models.

Performance & Budget Management

• Develop and manage budgets efficiently to deliver value and innovation.
• Establish key performance metrics to measure outcomes and drive service excellence.
• Embed a culture of accountability, learning, and continuous improvement.

About You

We’re looking for an inspiring leader and change-maker who can bridge people, technology, and service excellence. You will be:

• A strategic thinker who turns ideas into action.
• A proven leader who builds strong, inclusive cultures and motivates teams to succeed.
• A customer service champion with experience driving excellence in healthcare, retail, banking, or other service-focused sectors.
• A digital-first advocate, comfortable with AI, automation, and emerging systems.
• A confident communicator with exceptional stakeholder management skills.
• A problem-solver who thrives on challenge and delivers measurable results.

What You Bring

• Proven experience developing and implementing successful customer or patient engagement strategies, in a contact centre environment.
• A track record in customer service leadership, with experience in healthcare or transferable industries.
• Strong digital knowledge, including AI, system development, and digital transformation projects.
• Excellent leadership, communication, and cultural change management skills.
• Experience managing budgets, KPIs, and continuous improvement programmes.
• A passion for innovation and service excellence.

What's in it for you

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
• 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 our 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. 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.