Pharmacy Experience Lead

Job description

What is the job? Every prescription represents a patient waiting for treatment - and the Pharmacy Experience 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, building 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 across Pharmacy, Clinical, Technology and Patient Experience, 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 Lead, coach and develop the Pharmacy Support team, creating a high-performing, patient-focused culture. Manage day-to-day operations, ensuring appropriate resource planning and workload management. Recruit, onboard and develop new team members through regular coaching, performance reviews and career development. Foster a culture of accountability, collaboration and continuous improvement. Patient Experience Ensure patients receive a seamless, professional and compassionate experience throughout the prescription journey. Oversee the timely handling of pharmacy enquiries, prescription rewrites, delivery queries, stock issues and patient escalations. Drive improvements to patient communication, reducing avoidable contacts and improving satisfaction. Monitor customer feedback and complaints, identifying trends and implementing improvements. Operational Excellence Monitor KPIs including response times, quality, productivity, backlog management and patient satisfaction. Identify operational bottlenecks and implement scalable improvements to increase efficiency. Lead continuous improvement initiatives across pharmacy operations. Ensure robust processes, SOPs and quality standards are consistently followed. Work closely with the wider Operations team to improve workflows across the patient journey. Quality & Governance Conduct regular quality audits including ticket reviews, call monitoring and process compliance. Support investigations into complaints, incidents and sig…