Team Leader - Patient Services

Personal Homecare Pharmacy Ltd; Leicester; Sur place; GBP 32 000 - 39 000; Plein temps

Résumé du poste

Personal Homecare Pharmacy Ltd in Leicester is seeking a Patient Services Team Leader to manage a 40-hour week, Monday to Friday 8:00am–5:00pm, overseeing patient interactions and service delivery.

You will lead a team, resolve complex enquiries, coordinate with dispensary and other departments to ensure smooth patient journeys, and drive continuous improvements in patient care and processes.

Responsabilités

• Handle absence management, team conflicts and underperformance with fairness and professionalism, working with the People team
• Support recruitment, induction and training of new advisors so they settle in quickly and stay
• Own the patient experience, ensuring complex enquiries and complaints are resolved with care and efficiency
• Act as the escalation point for sensitive or complex patient issues, ensuring prompt and compassionate resolution
• Develop and continuously improve customer service policies and procedures
• Use patient and colleague feedback to identify and drive service improvements
• Monitor call volumes, team workflows and capacity, planning rotas and resource to meet service levels
• Oversee the timely processing of prescriptions and coordination of medication delivery schedules
• Collaborate with Dispensary, Finance and other departments to ensure seamless patient journeys
• Make effective use of our contact centre and CRM systems to keep information accurate and up to date
• Monitor KPIs, SLAs and team performance, reporting insights to the Head of Patient Services
• Carry out call quality monitoring and audits, providing constructive feedback and coaching
• Drive quality improvement initiatives and ensure compliance with company policies and regulatory requirements
• Champion a culture of continuous improvement within your team

Description du poste

Hamilton moving to Wigston (January 2027), Leicester, office based

Hours

40 hours per week, Monday to Friday, 8:00am to 5:00pm

Up to £35,000 per year, depending on experience

Contract

Full-time, permanent

Reports to

Head of Patient Services

About us

Personal Homecare Pharmacy is a trusted, digital-first clinical homecare provider with over 15 years of experience delivering personalised pharmaceutical services across the UK. We collaborate with NHS trusts, hospitals, and pharmaceutical manufacturers to ensure patients receive their prescribed medications safely and conveniently at home from prescription to doorstep.

As a growing SME that has earned its place alongside established industry names, we're proud of our track record of innovation, patient-centred care, and operational excellence. Our technology-driven approach including real-time tracking, e-prescribing, and precision analytics sets us apart in the homecare pharmacy landscape.

We're now looking for a Patient Services Team Leader to join our team and play a pivotal role in the department that sits at the heart of everything we do.

Delivering outstanding patient care

• Handle absence management, team conflicts and underperformance with fairness and professionalism, working with the People team
• Support recruitment, induction and training of new advisors so they settle in quickly and stay
• Own the patient experience, ensuring complex enquiries and complaints are resolved with care and efficiency
• Act as the escalation point for sensitive or complex patient issues, ensuring prompt and compassionate resolution
• Develop and continuously improve customer service policies and procedures
• Use patient and colleague feedback to identify and drive service improvements

Operational management

• Monitor call volumes, team workflows and capacity, planning rotas and resource to meet service levels
• Oversee the timely processing of prescriptions and coordination of medication delivery schedules
• Collaborate with Dispensary, Finance and other departments to ensure seamless patient journeys
• Make effective use of our contact centre and CRM systems to keep information accurate and up to date

Quality and performance

• Monitor KPIs, SLAs and team performance, reporting insights to the Head of Patient Services
• Carry out call quality monitoring and audits, providing constructive feedback and coaching
• Drive quality improvement initiatives and ensure compliance with company policies and regulatory requirements
• Champion a culture of continuous improvement within your team