Pharmacy Customer Operations Lead

Job details

Work model

Not provided by source

Salary

Not listed by source

Location

Winnersh

Job description

What is the job? Every prescription represents a patient waiting for treatment - and the Pharmacy Customer Operations Lead ensures their journey is as safe, simple and seamless as possible. You’ll lead the day-to-day operations of our Pharmacy Support function, managing a high-performing team that delivers timely, compassionate and consistently exceptional support. Using data, patient insight and hands-on coaching, you’ll raise performance, remove friction and continuously improve how we communicate with patients throughout their prescription journey. Working cross- functionally across the business, you’ll turn recurring challenges into practical improvements that make a genuine difference. This is an opportunity to shape a critical part of the patient experience while maintaining the highest standards of safety, quality and regulatory compliance. What will you be doing? Team Leadership • Create a high-performing, patient-focused culture. • Manage day-to-day operations, ensuring appropriate resource planning and workload management. • Recruit, train and develop new team members • Working cross functionally within different areas of the businesses to maintain and grow the culture of accountability, collaboration and continuous improvement. • Deputies for the senior operations lead in their absence Operational Excellence • Drive operational excellence across the Pharmacy Experience function by simplifying, standardising and optimising end-to-end processes. • Identify, analyse and remove operational bottlenecks to improve patient flow, reduce waste and increase efficiency. • Leverage automation, AI and digital solutions to reduce manual effort, improve accuracy and create scalable ways of working. • Develop and maintain operational dashboards, KPIs and reporting to monitor performance, identify trends and support data-driven decision making. • Lead continuous improvement initiatives across pharmacy operations, patient support and cross-functional teams, embedding a culture of operational excellence. • Own and continuously review SOPs, policies and operational controls to ensure compliance, consistency and quality across all pharmacy processes. • Establish operational governance frameworks, ensuring risks, incidents and process failures are identified, investigated and addressed through sustainable solutions. • Drive workforce planning and operational resilience by improving resource allocation, reducing single points of failure and embedding cross-functional capability. • Use operational data and patient feedback to prioritise improvements that enhance efficiency, patient experience and business performance. Patient Experience • Ensure patients receive a seamless, professional and compassionate experience throughout the prescription journey. • Oversee the monitoring and timely management of any queries, issues and projects; such as prescriptions, stock issues. . • Drive improvements to patient communication, reducing avoidable contacts and improving satisfaction. Quality & Governance & People Management • Conduct regular quality audits including ticket reviews, call monitoring and process compliance. • Support investigations into complaints, incidents and significant events, implementing preventative actions where required. • Ensure compliance with all regulatory requirements, company policies and governance frameworks. • Identify training needs and implement development plans to improve quality and consistency. What do you need? Essential • 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 organised with excellent attention to detail. • Ability to work effectively in a fast-paced environment. Desirable • Experience within healthcare, pharmacy or another regulated industry. • Experience using Zendesk or similar CRM platforms. • Knowledge of pharmacy operations or prescription management. • Experience working with cross-functional teams including technology and product. What we offer: • Generous Leave: 25 days holiday (rising to 27 after year one and 30 after year three) + usual bank holidays • Pension Matching: Up to 5% employer matching contributions • Flexibility and Wellness: Work-from-home options, cycle-to-work scheme, private healthcare and more • Growth Opportunities: Collaborate across teams and represent Montu at events, with support to grow your skills and impact • Enhanced Maternity & Paternity Leave About Us 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. Find Jobs in United Kingdom on Arbeitnow