Pharmacy Experience Lead

<p style="min-height:1.5em"><strong>What is the job?</strong></p><p style="min-height:1.5em"></p><p style="min-height:1.5em">Every prescription represents a patient waiting for treatment - and the Pharmacy Experience Lead ensures their journey is as safe, simple and seamless as possible.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em">You’ll lead the day-to-day operations of our Pharmacy Support function, building 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.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em">Working across Pharmacy, Clinical, Technology and Patient Experience, 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.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>What will you be doing?</strong></p><p style="min-height:1.5em"></p><p style="min-height:1.5em">Team Leadership</p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Lead, coach and develop the Pharmacy Support team, creating a high-performing, patient-focused culture.</p></li><li><p style="min-height:1.5em">Manage day-to-day operations, ensuring appropriate resource planning and workload management.</p></li><li><p style="min-height:1.5em">Recruit, onboard and develop new team members through regular coaching, performance reviews and career development.</p></li><li><p style="min-height:1.5em">Foster a culture of accountability, collaboration and continuous improvement.</p></li></ul><p style="min-height:1.5em">Patient Experience</p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Ensure patients receive a seamless, professional and compassionate experience throughout the prescription journey.</p></li><li><p style="min-height:1.5em">Oversee the timely handling of pharmacy enquiries, prescription rewrites, delivery queries, stock issues and patient escalations.</p></li><li><p style="min-height:1.5em">Drive improvements to patient communication, reducing avoidable contacts and improving satisfaction.</p></li><li><p style="min-height:1.5em">Monitor customer feedback and complaints, identifying trends and implementing improvements.</p></li></ul><p style="min-height:1.5em">Operational Excellence</p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Monitor KPIs including response times, quality, productivity, backlog management and patient satisfaction.</p></li><li><p style="min-height:1.5em">Identify operational bottlenecks and implement scalable improvements to increase efficiency.</p></li><li><p style="min-height:1.5em">Lead continuous improvement initiatives across pharmacy operations.</p></li><li><p style="min-height:1.5em">Ensure robust processes, SOPs and quality standards are consistently followed.</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Work closely with the wider Operations team to improve workflows across the patient journey.</p></li></ul><p style="min-height:1.5em">Quality &amp; Governance</p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Conduct regular quality audits including ticket reviews, call monitoring and process compliance.</p></li><li><p style="min-height:1.5em">Support investigations into complaints, incidents and significant events, implementing preventative actions where required.</p></li><li><p style="min-height:1.5em">Ensure compliance with all regulatory requirements, company policies and governance frameworks.</p></li><li><p style="min-height:1.5em">Identify training needs and implement development plans to improve quality and consistency.</p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>What do you need?</strong></p><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>Essential</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Experience leading high-volume customer service or operational support teams.</p></li><li><p style="min-height:1.5em">Strong leadership skills with experience coaching and developing people.</p></li><li><p style="min-height:1.5em">Proven experience managing KPIs and driving operational performance.</p></li><li><p style="min-height:1.5em">Experience implementing process improvements and managing change.</p></li><li><p style="min-height:1.5em">Excellent communication skills.</p></li><li><p style="min-height:1.5em">Strong analytical skills with experience using operational data to drive decisions.</p></li><li><p style="min-height:1.5em">Highly organised with excellent attention to detail.</p></li><li><p style="min-height:1.5em">Ability to work effectively in a fast-paced environment.</p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em"><em><strong>Desirable</strong></em></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Experience within healthcare, pharmacy or another regulated industry.</p></li><li><p style="min-height:1.5em">Experience using Zendesk or similar CRM platforms.</p></li><li><p style="min-height:1.5em">Knowledge of pharmacy operations or prescription management.</p></li><li><p style="min-height:1.5em">Experience working with cross-functional teams including technology and product.</p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>What we offer:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Generous Leave: 25 days holiday (rising to 27 after year one and 30 after year three) + usual bank holidays</p></li><li><p style="min-height:1.5em">Pension Matching: Up to 5% employer matching contributions</p></li><li><p style="min-height:1.5em">Flexibility and Wellness: Work-from-home options, cycle-to-work scheme, private healthcare and more</p></li><li><p style="min-height:1.5em">Growth Opportunities: Collaborate across teams and represent Montu at events, with support to grow your skills and impact</p></li><li><p style="min-height:1.5em">Enhanced Maternity &amp; Paternity Leave</p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>About Us</strong></p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em">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.</p><p>Find more <a href="https://www.arbeitnow.co.uk/english-speaking-jobs">English Speaking Jobs in United Kingdom</a> on Arbeitnow</a>