PharmacySupportManager

This is a leadership role with genuine substance to it. You will be taking ownership of the Pharmacy Support function at one of the UK's leading medical cannabis clinics, managing and developing a team of Pharmacy Support Coordinators who sit at the heart of the patient experience. This is not a role for someone who wants to hold the line and keep things ticking over. Montu is growing fast and they need someone who builds high-performing teams, drives operational improvements, and genuinely cares about the quality of patient support they are delivering. What is the job? You will lead a function that has a direct impact on patient outcomes, team performance, and the overall success of the business. Working closely with Pharmacy, Clinical, Patient Experience, and Governance teams, you will help shape how the Pharmacy Support function evolves as the organisation continues to scale. What will you be doing? - Leading, coaching and developing the Pharmacy Support team day to day - Owning service quality, performance and service levels - Acting as the escalation point for complex patient cases and complaints - Running QA activity including call reviews and ticket audits - Working closely with Pharmacy, Clinical, Governance and Technology teams to continuously improve the patient experience What do you need? - A background leading customer support, patient support, contact centre or healthcare operations teams - Experience working in a regulated environment with strong adherence to policies and quality standards - Comfortable with data, reporting and performance metrics - Confident managing escalations and complaints - Strong organisational skills and excellent attention to detail What we offer: - Generous Leave: 25 days holiday (rising to 27 after year one and 30 after year three) + 8 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 Oppor