Hybrid Patient Support Team Lead

Montu UK; Winnersh; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A digital health company in Winnersh is seeking a Patient Support Team Lead to oversee a high-performing team that provides patient-centric service. Your role entails coaching and leading the team, managing workflows, and ensuring compliance with regulations. Candidates should have leadership experience in busy environments, excellent communication skills, and a passion for delivering top-quality customer service. This position offers competitive pay, benefits, and opportunities for growth in a supportive environment.

Benefits

Competitive salary

25 days holiday (increasing with tenure)

5% matched pension

Cycle-to-work scheme

Opportunities for development

Qualifications

• Background in health, pharmacy or patient support.
• Proven team leadership experience in a high-volume call centre.
• Experience with chat handling.

Responsibilities

• Lead, coach, and motivate a team of Patient Support Coordinators.
• Oversee daily workflows and task distribution.
• Act as the first line of escalation for complex patient queries.

Skills

Leadership in high volume call center

Customer service focus

Excellent communication skills

Organizational skills

Coaching abilities

Adaptability to change

Job description

What you will do:

• Lead, coach, and motivate a team of Patient Support Coordinators to deliver a high-performing, patient-centric service
• Oversee daily workflows and task distribution to ensure efficient handling of patient queries, communications, and scheduling
• Conduct regular 1:1s, team meetings and performance reviews, with a focus on development and continuous improvement
• Act as the first line of escalation for complex or sensitive patient queries, ensuring timely and effective resolution
• Support recruitment, onboarding and training of new team members
• Monitor key performance indicators (KPIs), such as response times, service levels and patient satisfaction, and implement improvements
• Collaborate with cross-functional teams (Clinical, Operations, Governance, Product/Tech) to improve systems, processes and service delivery
• Ensure compliance with all relevant regulations, including CQC standards and data protection

What we are looking for:

• Background in health, pharmacy or patient support
• Proven team leadership experience in a very high volume, fast paced inbound call centre environment
• Experience with Chat handling
• Passionate about delivering exceptional and compassionate customer service
• Strong interpersonal, communication and coaching skills
• Excellent organisation, attention to detail, and confidence using multiple digital platforms
• A calm, solutions-focused mindset with the ability to manage competing priorities
• Demonstrable ability to adapt at pace to changes or challenges
• Experience of managing teams of up to 30 staff

Additional Information:

• This role includes shift-based working and requires occasional flexibility to meet service needs, including availability for weekend shifts.
• Occasional travel may be required for training or team events

You must be able to work from our Winnersh office as required under the hybrid model.

What we offer:

• Competitive salary
• 25 days holiday (rising to 27 after one year & 30 after 2 years) + bank holidays
• 5% matched pension
• Cycle-to-work scheme
• Opportunities for development and growth
• A dynamic and supportive work environment

About Montu

Montu UK is a leading digital health company specialising in cannabis-based medicines (CBPM). We are committed to transforming lives by improving access to safe, effective treatments and offering an exceptional standard of care. Our dynamic and supportive work environment is the perfect place for you to grow professionally while making a meaningful impact on patients’ lives.