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About the Role

Lead the day-to-day operations of the Pharmacy Support function, building a high-performing team that delivers timely, compassionate, and exceptional support. Improve patient communication and processes throughout their prescription journey, working cross-functionally to address challenges and ensure safety, quality, and regulatory compliance.

Responsibilities

• Lead, coach, and develop the Pharmacy Support team, fostering a patient-focused culture.
• Manage day-to-day operations, including resource planning and workload management.
• Recruit, onboard, and develop new team members.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Ensure patients receive a seamless, professional, and compassionate experience.
• Oversee the timely handling of pharmacy inquiries, prescription rewrites, delivery queries, stock issues, and patient escalations.
• Drive improvements in patient communication to reduce avoidable contacts and enhance satisfaction.
• Monitor customer feedback and complaints, identifying trends and implementing improvements.
• Monitor KPIs such as response times, quality, productivity, backlog management, and patient satisfaction.
• Identify operational bottlenecks and implement scalable improvements for efficiency.
• Lead continuous improvement initiatives across pharmacy operations.
• Ensure consistent adherence to robust processes, SOPs, and quality standards.
• Collaborate with the Operations team to enhance patient journey workflows.
• Conduct regular quality audits, including ticket reviews, call monitoring, and process compliance.
• Support investigations into complaints, incidents, and significant events, implementing preventative actions.
• Ensure compliance with all regulatory requirements, company policies, and governance frameworks.
• Identify training needs and implement development plans to improve quality and consistency.

Requirements

• Experience leading high-volume customer service or operational support teams.
• Strong leadership skills with experience coaching and developing people.
• Proven experience managing KPIs and driving operational performance.
• Experience implementing process improvements and managing change.
• Excellent communication skills.
• Strong analytical skills with experience using operational data to drive decisions.
• Highly organized with excellent attention to detail.
• Ability to work effectively in a fast-paced environment.
• Experience within healthcare, pharmacy, or another regulated industry (desirable).
• Experience using Zendesk or similar CRM platforms (desirable).
• Knowledge of pharmacy operations or prescription management (desirable).
• Experience working with cross-functional teams including technology and product (desirable).

Skills

• Leadership
• Coaching
• Team Development
• Operational Management
• Resource Planning
• Workload Management
• Recruitment
• Onboarding
• Performance Management
• Customer Service
• Patient Experience
• Communication
• Process Improvement
• Change Management
• KPI Management
• Operational Performance
• Analytical Skills
• Data Analysis
• Organization
• Attention to Detail
• Quality Assurance
• Regulatory Compliance
• Zendesk (desirable)
• CRM Platforms (desirable)
• Pharmacy Operations (desirable)
• Prescription Management (desirable)

Location

• Work-from-home options

Work Type

• Full-time

Experience Level

• Experience leading high-volume customer service or operational support teams
• Experience coaching and developing people
• Experience managing KPIs and driving operational performance
• Experience implementing process improvements and managing change
• Experience within healthcare, pharmacy or another regulated industry (desirable)
• Experience using Zendesk or similar CRM platforms (desirable)
• Knowledge of pharmacy operations or prescription management (desirable)
• Experience working with cross-functional teams including technology and product (desirable)

Benefits

• 25 days holiday (rising to 27 after year one and 30 after year three)
• Usual bank holidays
• Up to 5% employer matching contributions for pension
• Work-from-home options
• Cycle-to-work scheme
• Private healthcare
• Support to grow skills and impact
• Enhanced Maternity & Paternity Leave

About the Company

• Montu UK is a leading digital health company specialising in cannabis-based medicines (CBPM), dedicated to improving patient access to safe and effective treatments.
• Our mission is to transform lives by combining innovative technology with high-quality clinical care, ensuring patients receive the support they need at every step of their journey.
• As a fast-growing organisation, we offer a collaborative and supportive environment where talented people can develop their careers while contributing to meaningful change in healthcare.
• At Montu UK, your work has a direct impact on improving patients’ lives and expanding access to modern medical treatments.