Patient Support Team Lead

Montu UK; Winnersh; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

A leading digital health company is seeking a Patient Support Team Lead in Winnersh to oversee a team of coordinators in delivering exceptional patient care. This hybrid role involves coaching and motivating staff while managing daily operations and ensuring compliance with relevant regulations. Ideal candidates will have a background in health, proven leadership experience in a busy call center, and a strong commitment to compassionate customer service. Competitive salary and benefits offered.

Benefits

Competitive salary

25 days holiday

5% matched pension

Cycle-to-work scheme

Opportunities for development and growth

Qualifications

• Proven leadership experience in a high-volume, fast-paced inbound call center environment.
• Experience of managing teams of up to 30 staff.
• Calm and solutions-focused mindset.

Responsibilities

• Lead, coach, and motivate a team of Patient Support Coordinators.
• Oversee daily workflows and ensure efficient handling of patient queries.
• Conduct regular 1:1s and performance reviews with a focus on development.

Skills

Team leadership

Customer service

Communication skills

Organisational skills

Adaptability

Education

Background in health, pharmacy, or patient support

Job description

About the role

Are you passionate about leading and developing high-performing teams in a patient-focused environment? We are looking for a Patient Support Team Lead to join our remote patient support centre operations team and help us deliver exceptional support to patients on their care journey.

In this hybrid role, you will be based partly at home and partly in our Winnersh or London office. You will lead, coach and motivate a team of Patient Support Coordinators, fostering a positive team culture that prioritises compassionate care, operational excellence, and continuous improvement.

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.