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Job summary

As a Customer Service Advisor, youll play a vital role in supporting patients by delivering exceptional customer service over the phone. Handling both inbound and outbound calls, youll help patients with enquiries, encourage attendance at screening appointments, and provide clear, accurate information about diabetic eye care. This role is ideal for someone who enjoys speaking to people, solving problems, and making a positive difference to patient experience.

Main duties of the job

Handle inbound and outbound calls from patients regarding their diabetic eye screening Address customer concerns, troubleshoot problems, and provide solutions in a timely and professional manner. Liaise with patients to encourage attendance Accurately document patient interactions, feedback, and follow-up actions where required Strive to meet performance targets to enhance personal development Uphold a professional, friendly, and empathetic attitude when interacting with patients and colleagues Maintain and ensure observation of robust quality assurance measures to meet national standards.

Details

  • Date posted: 28 October 2026
  • Closing date: 25 November 2026
  • Pay scheme: Other
  • Salary: £24,852.66 a year
  • Contract: Permanent
  • Working pattern: Full-time
  • Reference number: 6567
  • Job locations: Universal House, Erf Way, Middlewich, CW100QJ, United Kingdom

Job description

Job responsibilities

Customer Service Advisor 

Location: Universal House, Erf Way, Middlewich Salary: £24,852.66 Hours: Full-time | Current shift pattern includes 8am-4pm, 9am-5pm and 12pm-8pm, Monday to Friday. You'll typically work 2-3 late shifts per month and 1 Saturday every 4-6 weeks (8am-12pm).

  Please note: the nearest bus stop is approximately one mile away, so we recommend that applicants hold a valid driving licence for ease of travel. About InHealth

InHealth has been a proud supporter of the NHS Diabetic Eye Screening Programme since 2011 and now delivers fully managed services nationwide. To support efficiency and improve user experience, we have developed our own bespoke software that allows us to adapt quickly to the needs of both patients and colleagues.

The Role

As a Customer Service Advisor, youll play a vital role in supporting patients by delivering exceptional customer service over the phone. Handling both inbound and outbound calls, youll help patients with enquiries, encourage attendance at screening appointments, and provide clear, accurate information about diabetic eye care.

This role is ideal for someone who enjoys speaking to people, solving problems, and making a positive difference to patient experience.

Key Duties
  • Handle inbound and outbound calls relating to diabetic eye screening
  • Address patient queries and concerns in a professional and timely manner
  • Encourage and support patients to attend screening appointments
  • Accurately record patient interactions, feedback and any followup actions
  • Work towards performance targets to support personal development
  • Maintain a friendly, professional and empathetic approach at all times
  • Follow robust quality assurance procedures to meet national standards
To Be Successful in This Role
  • Warm, friendly and positive with a passion for excellent customer service
  • Strong written and verbal communication skills
  • Approachable, reliable and hardworking
  • A genuine peopleperson who enjoys helping others and working as part of a team
Next Steps
  1. Complete an application form
  2. Complete 4 automated video interview questions
  3. CV and video shortlisting
  4. Facetoface interview

Person Specification

Qualifications

Essential
  • Please see Job Description
Desirable
  • Please see Job Description

Experience

Essential
  • Please see Job Description
Desirable
  • Please see Job Description

Additional Criteria

Essential
  • Please see Job Description
Desirable
  • Please see Job Description

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.

About us

InHealth is the UKs 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.

Read more about us here: Who We Are - InHealth Group

Employer details

  • Employer name: InHealth Group
  • Address: Universal House, Erf Way, Middlewich, CW100QJ, United Kingdom
  • Employer's website: https://www.inhealthgroup.com/