Support Centre Manager
About the role:
Would you thrive in a leadership role, empowering high volume customer support teams to operate efficiently whilst delivering an exceptional standard of customer care?
The Support Centre Manager will be pivotal in managing daily operations of Montu's clinical services and the Patient Support Coordinator teams. You will need to be proactive, patient-focused and excel in managing teams, optimising operational workflows, and ensuring exceptional patient care standards.
You’ll use your experience in high volume contact centres to oversee the growth and performance of the clinic operations, ensuring efficiency and compliance with regulatory standards.
Key responsibilities:
Supervising, mentoring, and supporting the Patient Support Coordinator team to ensure the smooth day-to-day running of clinic operations and utilising KPIs to maintain high levels of patient support, internal quality standards and regulatory expectations are consistently met.
Overseeing recruitment, onboarding, and training of new staff while conducting regular team meetings and performance reviews.
Ensuring timely handling of appointment bookings, follow-ups, prescription queries, clinical escalations, and complaints.
Conducting regular quality audits (e.g. call monitoring, patient feedback reviews) to identify training needs and service improvements, while working with the wider team to collect feedback and identify opportunities for improvement.
Monitoring and addressing significant events, incidents, and patient complaints in collaboration with the Head of Governance.
Supporting clinicians with operational and administrative tasks to maintain high standards of patient care
Ensuring adherence to company policies, SOPs, and regulatory requirements, while proactively liaising with the tech support and product teams to address any technical issues
Working closely with the leadership team to identify and implement innovative service improvement initiatives, measuring their impact on clinic performance
Attending work-related meetings as required and maintaining all mandatory training and familiarity with company policies and SOPs
Skills, experience and qualifications:
Demonstrable experience in leading, managing and developing teams within a high volume contact centre where you have prioritised delivering high standards of customer service.
Experience in a highly regulated industry and following policies and SOPs
High level of IT proficiency, including familiarity with electronic health records
Excellent attention to detail and organisational skills
Strong communication skills and ability to work under pressure, whilst leading with empathy towards our patients.
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.