Hamilton moving to Wigston (January 2027), Leicester, office based
Hours
40 hours per week, Monday to Friday, 8:00am to 5:00pm
Up to £35,000 per year, depending on experience
Contract
Full-time, permanent
Reports to
Head of Patient Services
About us
Personal Homecare Pharmacy is a trusted, digital-first clinical homecare provider with over 15 years of experience delivering personalised pharmaceutical services across the UK. We collaborate with NHS trusts, hospitals, and pharmaceutical manufacturers to ensure patients receive their prescribed medications safely and conveniently at home from prescription to doorstep.
As a growing SME that has earned its place alongside established industry names, we're proud of our track record of innovation, patient-centred care, and operational excellence. Our technology-driven approach including real-time tracking, e-prescribing, and precision analytics sets us apart in the homecare pharmacy landscape.
We're now looking for a Patient Services Team Leader to join our team and play a pivotal role in the department that sits at the heart of everything we do.
Delivering outstanding patient care
- Handle absence management, team conflicts and underperformance with fairness and professionalism, working with the People team
- Support recruitment, induction and training of new advisors so they settle in quickly and stay
- Own the patient experience, ensuring complex enquiries and complaints are resolved with care and efficiency
- Act as the escalation point for sensitive or complex patient issues, ensuring prompt and compassionate resolution
- Develop and continuously improve customer service policies and procedures
- Use patient and colleague feedback to identify and drive service improvements
Operational management
- Monitor call volumes, team workflows and capacity, planning rotas and resource to meet service levels
- Oversee the timely processing of prescriptions and coordination of medication delivery schedules
- Collaborate with Dispensary, Finance and other departments to ensure seamless patient journeys
- Make effective use of our contact centre and CRM systems to keep information accurate and up to date
Quality and performance
- Monitor KPIs, SLAs and team performance, reporting insights to the Head of Patient Services
- Carry out call quality monitoring and audits, providing constructive feedback and coaching
- Drive quality improvement initiatives and ensure compliance with company policies and regulatory requirements
- Champion a culture of continuous improvement within your team
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Team Leader - Patient Services in Leicester employer: Personal Homecare Pharmacy Ltd
At Personal Homecare Pharmacy, we pride ourselves on being an excellent employer that fosters a supportive and innovative work culture. Our Graduate Scheme offers a unique opportunity for personal and professional growth through diverse rotational placements across various departments, ensuring you gain valuable experience while contributing to our mission of delivering exceptional patient care. With a commitment to employee development and a technology-driven approach, we provide a rewarding environment where your contributions truly make a difference.
Contact Details:
Personal Homecare Pharmacy Ltd Recruitment Team
