Patient Support Team Lead

Montu UK; Winnersh; On-site; GBP 30,000 - 35,000; Full time

Job summary

A leading digital health company is looking for a Patient Support Team Lead. This hybrid role involves leading a team to deliver exceptional support to patients. The ideal candidate should have over 2 years in customer support, strong leadership and communication skills, and a focus on operational excellence. Competitive salary and a supportive work environment offered.

Benefits

Competitive salary

25 days holiday plus bank holidays

5% matched pension

Cycle-to-work scheme

Opportunities for development and growth

Qualifications

• 2+ years’ experience in a customer-facing or support role with team coordination.
• Strong communication and coaching skills.
• Calm and solutions-focused mindset.

Responsibilities

• Lead and motivate Patient Support Coordinators.
• Oversee daily workflows and task distribution.
• Conduct regular performance reviews.
• Resolve complex patient queries.
• Monitor KPIs for improvement.

Skills

Customer service experience

Leadership skills

Interpersonal skills

Attention to detail

Tools

Digital platforms

Job description

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 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:

• 2+ years’ experience in a customer-facing or support role, ideally with some leadership or team coordination experience
• Experience in healthcare or a regulated industry is a bonus, but not essential
• 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
  
  

Additional Information:

• This role may include shift-based working and requires occasional flexibility to meet service needs
• 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 30 after one year) + 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.

Compensation Range: £30K - £35K