Patient Support Team Lead

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 call 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 serviceOversee daily workflows and task distribution to ensure efficient handling of patient queries, communications, and schedulingConduct regular 1:1s, team meetings and performance reviews, with a focus on development and continuous improvementAct as the first line of escalation for complex or sensitive patient queries, ensuring timely and effective resolutionSupport recruitment, onboarding and training of new team membersMonitor key performance indicators (KPIs), such as response times, service levels and patient satisfaction, and implement improvementsCollaborate with cross-functional teams (Clinical, Operations, Governance, Product/Tech) to improve systems, processes and service deliveryEnsure compliance with all relevant regulations, including CQC standards and data protectionWhat we are looking for:2+ years’ experience in a customer-facing or support role in a high volume call centre, ideally with some leadership or team coordination experienceExperience in healthcare or a regulated industry is a bonus, but not essentialStrong interpersonal, communication and coaching skillsExcellent organisation, attention to detail, and confidence using multiple digital platformsA calm, solutions-focused mindset with the ability to manage competing prioritiesAdditional Information:This role may include shift-based working and requires occasional flexibility to meet service needsOccasional travel may be required for training or team eventsYou must be able to work from our Winnersh office as required under the hybrid model.What we offer:Competitive salary25 days holiday (rising to 27 after one year & 30 after 2 years) + bank holidays5% matched pensionCycle-to-work schemeOpportunities for development and growthA dynamic and supportive work environmentAbout MontuMontu 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