Pharmacy Operations Lead – Patient Experience & Excellence

Montu Uk; Winnersh; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

25 days holiday

Pension matching

Work-from-home options

Growth opportunities

Enhanced maternity & paternity leave

Job summary

Montu UK is seeking a Pharmacy Customer Operations Lead to run the Pharmacy Support function, ensuring safe, simple and seamless patient journeys. You will oversee a high-performing team, coach members, and optimise end-to-end processes with data-driven decision making.

Working cross-functionally, you will drive continuous improvement, maintain regulatory compliance, and establish governance across pharmacy operations and patient support to deliver exceptional service.

Qualifications

• Experience leading high-volume customer service or operational teams.
• Strong leadership and coaching abilities.
• Proven track record of managing KPIs and driving performance.
• Experience implementing process improvements and managing change.
• Excellent communication skills.
• Strong analytical skills using operational data.

Responsibilities

• Lead day-to-day operations of the Pharmacy Support function.
• Manage a high-performing team and provide coaching and development.
• Improve patient journey using data and insights.
• Turn recurring challenges into practical improvements.
• Develop and maintain dashboards, KPIs and reporting.
• Ensure compliance with safety, quality and regulatory standards.
• Oversee cross-functional collaboration to drive accountability.

Skills

Team Leadership

KPIs

Process Improvement

Communication

Data Analysis

Organisational skills

Fast-paced environment

Tools

Zendesk

Job description

Montu UK is seeking a Pharmacy Customer Operations Lead to run the Pharmacy Support function, ensuring safe, simple and seamless patient journeys. You will oversee a high-performing team, coach members, and optimise end-to-end processes with data-driven decision making.

Working cross-functionally, you will drive continuous improvement, maintain regulatory compliance, and establish governance across pharmacy operations and patient support to deliver exceptional service.