Pharmacy Customer Operations Lead

What is the job?

Every prescription represents a patient waiting for treatment - and the Pharmacy Customer Operations Lead ensures their journey is as safe, simple and seamless as possible.

You’ll lead the day-to-day operations of our Pharmacy Support function, managing a high-performing team that delivers timely, compassionate and consistently exceptional support. Using data, patient insight and hands-on coaching, you’ll raise performance, remove friction and continuously improve how we communicate with patients throughout their prescription journey.

Working cross- functionally across the business, you’ll turn recurring challenges into practical improvements that make a genuine difference. This is an opportunity to shape a critical part of the patient experience while maintaining the highest standards of safety, quality and regulatory compliance.

What will you be doing?

Team Leadership

• Create a high-performing, patient-focused culture.
• Manage day-to-day operations, ensuring appropriate resource planning and workload management.
• Recruit, train and develop new team members
• Working cross functionally within different areas of the businesses to maintain and grow the culture of accountability, collaboration and continuous improvement.
• Deputies for the senior operations lead in their absence

Operational Excellence

• Drive operational excellence across the Pharmacy Experience function by simplifying, standardising and optimising end-to-end processes.
• Identify, analyse and remove operational bottlenecks to improve patient flow, reduce waste and increase efficiency.
• Leverage automation, AI and digital solutions to reduce manual effort, improve accuracy and create scalable ways of working.
• Develop and maintain operational dashboards, KPIs and reporting to monitor performance, identify trends and support data-driven decision making.
• Lead continuous improvement initiatives across pharmacy operations, patient support and cross-functional teams, embedding a culture of operational excellence.
• Own and continuously review SOPs, policies and operational controls to ensure compliance, consistency and quality across all pharmacy processes.
• Establish operational governance frameworks, ensuring risks, incidents and process failures are identified, investigated and addressed through sustainable solutions.
• Drive workforce planning and operational resilience by improving resource allocation, reducing single points of failure and embedding cross-functional capability.
• Use operational data and patient feedback to prioritise improvements that enhance efficiency, patient experience and business performance.

Patient Experience

• Ensure patients receive a seamless, professional and compassionate experience throughout the prescription journey.
• Oversee the monitoring and timely management of any queries, issues and projects; such as prescriptions, stock issues. .
• Drive improvements to patient communication, reducing avoidable contacts and improving satisfaction.

Quality & Governance & People Management

• Conduct regular quality audits including ticket reviews, call monitoring and process compliance.
• Support investigations into complaints, incidents and significant events, implementing preventative actions where required.
• Ensure compliance with all regulatory requirements, company policies and governance frameworks.
• Identify training needs and implement development plans to improve quality and consistency.

What do you need?

Essential

• Experience leading high-volume customer service or operational support teams.
• Strong leadership skills with experience coaching and developing people.
• Proven experience managing KPIs and driving operational performance.
• Experience implementing process improvements and managing change.
• Excellent communication skills.
• Strong analytical skills with experience using operational data to drive decisions.
• Highly organised with excellent attention to detail.
• Ability to work effectively in a fast-paced environment.

Desirable

• Experience within healthcare, pharmacy or another regulated industry.
• Experience using Zendesk or similar CRM platforms.
• Knowledge of pharmacy operations or prescription management.
• Experience working with cross-functional teams including technology and product.

What we offer

• Generous Leave: 25 days holiday (rising to 27 after year one and 30 after year three) + usual bank holidays
• Pension Matching: Up to 5% employer matching contributions
• Flexibility and Wellness: Work-from-home options, cycle-to-work scheme, private healthcare and more
• Growth Opportunities: Collaborate across teams and represent Montu at events, with support to grow your skills and impact
• Enhanced Maternity & Paternity Leave

About Us

Montu UK is a leading digital health company specialising in cannabis-based medicines (CBPM), dedicated to improving patient access to safe and effective treatments. Our mission is to transform lives by combining innovative technology with high-quality clinical care, ensuring patients receive the support they need at every step of their journey.

As a fast-growing organisation, we offer a collaborative and supportive environment where talented people can develop their careers while contributing to meaningful change in healthcare. At Montu UK, your work has a direct impact on improving patients’ lives and expanding access to modern medical treatments.