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.
