At a Glance
- Tasks: Lead a high-performing team to enhance patient experiences in pharmacy operations.
- Company: Montu UK, a pioneering digital health company focused on cannabis-based medicines.
- Benefits: Generous leave, pension matching, flexible work options, and professional growth opportunities.
- Other info: Join a fast-growing team dedicated to transforming patient care.
- Why this job: Make a real difference in healthcare while developing your leadership skills.
- Qualifications: Experience in customer service leadership and strong analytical skills required.
The predicted salary is between 40500 - 49500 £ per year.
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.
- Work cross-functionally within different areas of the business to maintain and grow the culture of accountability, collaboration and continuous improvement.
- Deputise 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.
Pharmacy Customer Operations Lead in Winnersh employer: Montu UK
Montu UK in Bristol is an exceptional employer, offering a unique opportunity for Clinical Pharmacists to make a significant impact in patient care through cannabis-based medicines. With a supportive work culture that values autonomy and flexibility, employees benefit from a comprehensive package that includes generous leave and ample opportunities for professional development, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Pharmacy Customer Operations Lead in Winnersh
✨Get Involved with Local Health Initiatives
Join local community health events or volunteer for organisations like public health agencies. This not only builds your experience but also helps you network with industry professionals who might know of openings at places like Montu UK.
✨Tap into Professional Associations
Check out associations like the Institute of Healthcare Management. They often have job boards, networking events, and conferences that are perfect for connecting with potential employers in health sciences administration.
✨Stay Updated with Industry Trends
Follow health policy news and trends—being knowledgeable about the current landscape will not only help you in interviews but also make you stand out as a candidate. You can discuss recent developments and their implications when chatting with folks at Montu UK.
✨Apply Through Our Website for Better Visibility
When you find roles that excite you, especially at places like Montu UK, don’t forget to apply through our website. This can sometimes give you an edge by showing the employer you’re savvy and committed to finding the right fit.
We think you need these skills to ace Pharmacy Customer Operations Lead in Winnersh
Some tips for your application 🫡
Highlight Your Relevant Experience:When applying for a role in health sciences administration, it's super important to spotlight any relevant experience you have in healthcare settings. Whether you've worked in a hospital, a clinic, or any related environment, make sure to detail those roles in your CV – focusing on your responsibilities and achievements that align with the job at Montu UK.
Showcase Your Administrative Skills:Administrative skills are key in this field, so don’t hold back! Make sure your CV reflects your proficiency in things like scheduling, data management, and compliance with health regulations. Mention specific software you’ve used, such as patient management systems, as this will demonstrate your hands-on abilities and readiness for the role at Montu UK.
Craft a Meaningful Cover Letter:Your cover letter should reflect your passion for the health sciences field and your eagerness to contribute to Montu UK. Share a bit about why you’re drawn to this sector, any impactful situations or challenges you’ve encountered, and how they’ve shaped your desire to work in health sciences administration. This personal touch can really set you apart!
Tailor Your Documents to the Job:Don't use a one-size-fits-all approach! Make sure your CV and cover letter are specifically tailored for this role. Highlight any certifications you have relevant to health administration, and ensure you clearly connect your previous roles to the skills needed for the full-time position at Montu UK. This way, you're showing them you’ve done your homework and are genuinely interested in being a part of their team.
How to prepare for a job interview at Montu UK
✨Showcase Your Administrative Skills
In health sciences administration, being organised is key. Make sure you can demonstrate your skills in managing schedules, paperwork, and data accurately. Be ready to discuss specific tools you've used, like electronic health record systems or scheduling software, and how they improved efficiency in your past experiences.
✨Know Your Regulations
Familiarity with healthcare regulations and compliance is crucial. Brush up on HIPAA, GDPR, or other relevant policies before your interview. We recommend preparing examples of how you've ensured compliance or handled sensitive information in past roles—this will show you're not just knowledgeable but also responsible.
✨Prepare for Scenario Questions
Interviews for administrative roles often involve scenario-based questions to assess your problem-solving skills. Practice responses to common situations you might face, such as dealing with a challenging patient or managing a sudden schedule change. This will not only demonstrate your ability to think on your feet but also highlight your interpersonal skills.
✨Align Your Goals with the Organisation
As a full-time candidate, employers will want to know how your long-term career goals align with their mission. Take some time to research Montu UK’s values and be ready to tie your passion for health sciences administration into their objectives. Demonstrating enthusiasm and career alignment can be a game-changer in this competitive field!
