Team Leader - Patient Services

PERSONAL HOMECARE PHARMACY

Patient Services Team Leader

Department

Patient Services

Location

Hamilton moving to Wigston (January 2027), Leicester, office based

Hours

40 hours per week, Monday to Friday, 8:00am to 5:00pm

Salary

Up to £35,000 per year, depending on experience

Contract

Full-time, permanent

Reports to

Head of Patient Services

About us

Personal Homecare Pharmacy is a trusted, digital-first clinical homecare provider with over 15 years of experience delivering personalised pharmaceutical services across the UK. We collaborate with NHS trusts, hospitals, and pharmaceutical manufacturers to ensure patients receive their prescribed medications safely and conveniently at home from prescription to doorstep.

As a growing SME that has earned its place alongside established industry names, we're proud of our track record of innovation, patient-centred care, and operational excellence. Our technology-driven approach including real-time tracking, e-prescribing, and precision analytics sets us apart in the homecare pharmacy landscape.

We're now looking for a Patient Services Team Leader to join our team and play a pivotal role in the department that sits at the heart of everything we do.

The role

This is an exciting opportunity for an experienced Customer Service Team Leader or Contact Centre Team Leader to take ownership of a team within our Patient Services function. You'll lead a dedicated team of Patient Services Advisors handling inbound and outbound patient calls, prescription queries and delivery coordination, setting the standard for how we care for our patients every single day.

Reporting to the Head of Patient Services and working alongside fellow Team Leaders, you'll be pivotal in driving performance against KPIs and service levels, developing your team, and ensuring we consistently deliver the exceptional service our patients depend on.

What you'll be doing

Leading and developing your team

Inspire, coach and motivate a team of Patient Services Advisors to deliver their best every day

Conduct meaningful one-to-ones and performance reviews, set clear goals and support ongoing professional development

Handle absence management, team conflicts and underperformance with fairness and professionalism, working with the People team

Support recruitment, induction and training of new advisors so they settle in quickly and stay

Delivering outstanding patient care

• Own the patient experience, ensuring complex enquiries and complaints are resolved with care and efficiency
• Act as the escalation point for sensitive or complex patient issues, ensuring prompt and compassionate resolution
• Develop and continuously improve customer service policies and procedures
• Use patient and colleague feedback to identify and drive service improvements

Operational management

• Monitor call volumes, team workflows and capacity, planning rotas and resource to meet service levels
• Oversee the timely processing of prescriptions and coordination of medication delivery schedules
• Collaborate with Dispensary, Finance and other departments to ensure seamless patient journeys
• Make effective use of our contact centre and CRM systems to keep information accurate and up to date

Quality and performance

• Monitor KPIs, SLAs and team performance, reporting insights to the Head of Patient Services
• Carry out call quality monitoring and audits, providing constructive feedback and coaching
• Drive quality improvement initiatives and ensure compliance with company policies and regulatory requirements
• Champion a culture of continuous improvement within your team

What we're looking for

We're looking for someone who leads with both head and heart someone who gets the best from their team while never losing sight of the patient at the end of every prescription.

Essential

• Minimum 5 years' experience in a customer service or contact centre environment
• At least 2 years in a supervisory or team leader role
• Strong leadership skills with a proven ability to develop and motivate a team
• Experience managing team performance against KPIs and service levels
• Excellent communication and interpersonal skills, with the ability to adapt your style to any situation
• Highly organised, with the ability to manage competing priorities effectively
• Confident using customer service or CRM systems and Microsoft Office

Desirable

Experience in a pharmacy, healthcare or regulated environment

Familiarity with homecare or NHS-linked services

Why join PHP?

We invest in the people who help us look after our patients. Here's what you can expect:

Pension scheme

YuLife wellbeing app and rewards

Birthday leave

Volunteer days: paid time to give back to your community

Blue Light Card: discounts across hundreds of retailers and services

Career development: real opportunities to grow, as we promote from within

A collaborative, supportive team where your contribution is valued

Personal Homecare Pharmacy is an equal opportunities employer. We celebrate diversity and are committed to building an inclusive workplace for all.