Pharmacy Experience Lead

What is the job?

Every prescription represents a patient waiting for treatment - and the Pharmacy Experience 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, 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.

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.

What will you be doing?

Team Leadership

• Lead, coach and develop the Pharmacy Support team, creating a high-performing, patient-focused culture.

• Manage day-to-day operations, ensuring appropriate resource planning and workload management.

• Recruit, onboard and develop new team members through regular coaching, performance reviews and career development.

• Foster a culture of accountability, collaboration and continuous improvement.

Patient Experience

• Ensure patients receive a seamless, professional and compassionate experience throughout the prescription journey.

• Oversee the timely handling of pharmacy enquiries, prescription rewrites, delivery queries, stock issues and patient escalations.

• Drive improvements to patient communication, reducing avoidable contacts and improving satisfaction.

• Monitor customer feedback and complaints, identifying trends and implementing improvements.

Operational Excellence

• Monitor KPIs including response times, quality, productivity, backlog management and patient satisfaction.

• Identify operational bottlenecks and implement scalable improvements to increase efficiency.

• Lead continuous improvement initiatives across pharmacy operations.

• Ensure robust processes, SOPs and quality standards are consistently followed.

• Work closely with the wider Operations team to improve workflows across the patient journey.

Quality & Governance

• 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.

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