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…