Patient Support Team Lead

Methodfi; City of London; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading digital health company in the United Kingdom is seeking a Patient Support Team Lead to oversee a hybrid patient support team. The role involves leading a team, ensuring exceptional patient service, and monitoring performance indicators. Ideal candidates will have experience in high-volume patient contact centers and a passion for customer care. This position offers a competitive salary and opportunities for development.

Benefits

Competitive salary

25 days holiday

5% matched pension

Cycle-to-work scheme

Opportunities for development

Qualifications

• 2+ years’ experience in a high-volume patient contact centre.
• Proven team leadership experience in a very high volume, fast paced inbound call centre environment.
• Strong interpersonal, communication and coaching skills.

Responsibilities

• Lead and motivate a team of Patient Support Coordinators.
• Oversee daily workflows and ensure efficient handling of patient queries.
• Conduct regular performance reviews with a focus on continuous improvement.

Skills

Team leadership

Customer service

Communication skills

Organizational skills

Problem-solving

Job description

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:

• 2+ years’ experience in a high volume patient contact centre.
• 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

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.