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- Tasks: Lead and motivate a team to provide exceptional patient support.
- Company: Montu UK is a digital health leader in cannabis-based medicines.
- Benefits: Enjoy a competitive salary, 25 days holiday, and a cycle-to-work scheme.
- Why this job: Make a meaningful impact while growing in a dynamic, supportive environment.
- Qualifications: 2+ years in customer support, leadership experience preferred.
- Other info: Hybrid role with occasional travel and shift flexibility.
The predicted salary is between 30000 - 35000 £ per year.
About the roleAre you passionate about leading and developing high-performing teams in a patient-focused environment? We are looking for a Patient Support Team Lead to join our remote patient support centre operations team and help us deliver exceptional support to patients on their care journey.
In this hybrid role, you will be based partly at home and partly in our Winnersh or London office. You will lead, coach and motivate a team of Patient Support Coordinators, fostering a positive team culture that prioritises compassionate care, operational excellence, and continuous improvement.
What you will do:
Lead, coach, and motivate a team of Patient Support Coordinators to deliver a high-performing, patient-centric service
Oversee daily workflows and task distribution to ensure efficient handling of patient queries, communications, and scheduling
Conduct regular 1:1s, team meetings and performance reviews, with a focus on development and continuous improvement
Act as the first line of escalation for complex or sensitive patient queries, ensuring timely and effective resolution
Support recruitment, onboarding and training of new team members
Monitor key performance indicators (KPIs), such as response times, service levels and patient satisfaction, and implement improvements
Collaborate with cross-functional teams (Clinical, Operations, Governance, Product/Tech) to improve systems, processes and service delivery
Ensure compliance with all relevant regulations, including CQC standards and data protection
What we are looking for:
Background in health, pharmacy or patient support
Proven team leadership experience in a very high volume, fast paced inbound call centre environment
Experience with Chat handling
Passionate about delivering exceptional and compassionate customer service
Strong interpersonal, communication and coaching skills
Excellent organisation, attention to detail, and confidence using multiple digital platforms
A calm, solutions-focused mindset with the ability to manage competing priorities
Demonstrable ability to adapt at pace to changes or challenges
Experience of managing teams of up to 30 staff
Additional Information:
This role includes shift-based working and requires occasional flexibility to meet service needs, including availability for weekend shifts.
Occasional travel may be required for training or team events
You must be able to work from our Winnersh office as required under the hybrid model.
What we offer:
Competitive salary
25 days holiday (rising to 27 after one year & 30 after 2 years) + bank holidays
5% matched pension
Cycle-to-work scheme
Opportunities for development and growth
A dynamic and supportive work environment
About MontuMontu UK is a leading digital health company specialising in cannabis-based medicines (CBPM). We are committed to transforming lives by improving access to safe, effective treatments and offering an exceptional standard of care. Our dynamic and supportive work environment is the perfect place for you to grow professionally while making a meaningful impact on patients\’ lives.
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Patient Support Team Lead employer: Montu UK
Contact Detail:
Montu UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Patient Support Team Lead
✨Tip Number 1
Familiarise yourself with the healthcare industry, especially in patient support roles. Understanding the nuances of patient care and the challenges faced can help you stand out during interviews.
✨Tip Number 2
Highlight your leadership experience by preparing specific examples of how you've motivated and developed teams in the past. Use metrics or outcomes to demonstrate your impact on team performance.
✨Tip Number 3
Showcase your problem-solving skills by discussing scenarios where you've successfully managed complex patient queries. This will illustrate your calm, solutions-focused mindset that the role requires.
✨Tip Number 4
Network with professionals in the healthcare sector, particularly those involved in patient support. Engaging with them can provide insights into the role and may even lead to referrals or recommendations.
We think you need these skills to ace Patient Support Team Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer-facing roles and any leadership or team coordination experience. Emphasise skills that align with the job description, such as coaching, communication, and organisation.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for patient care and your ability to lead a team. Use specific examples from your past experiences to demonstrate how you have successfully managed teams and improved service delivery.
Highlight Relevant Skills: In your application, focus on key skills mentioned in the job description, such as interpersonal skills, attention to detail, and the ability to manage competing priorities. Provide examples of how you've used these skills in previous roles.
Show Enthusiasm for the Company: Research Montu UK and express your enthusiasm for their mission in your application. Mention how your values align with their commitment to improving patient care and how you can contribute to their dynamic work environment.
How to prepare for a job interview at Montu UK
✨Show Your Leadership Skills
As a Patient Support Team Lead, demonstrating your leadership abilities is crucial. Be prepared to share examples of how you've successfully led teams in the past, focusing on your coaching and motivational techniques.
✨Understand Patient-Centric Care
Familiarise yourself with the principles of patient-centric care. During the interview, articulate how you would foster a culture that prioritises compassionate care and operational excellence within your team.
✨Highlight Your Problem-Solving Abilities
Expect questions about handling complex or sensitive patient queries. Prepare to discuss specific instances where you've effectively resolved issues, showcasing your calm and solutions-focused mindset.
✨Demonstrate Organisational Skills
Given the role's emphasis on overseeing workflows and task distribution, be ready to discuss your organisational strategies. Share how you manage competing priorities and ensure efficient handling of patient communications.
