Patient Services Team Leader

Personal Homecare Pharmacy Delivering exceptional care, closer to home ​ Patient Services Team Leader ​ Department Patient Services Location Leicester (Office-Based) Hours 40 hours per week, Monday–Friday Salary Up to £35,000 per annum, depending on experience Contract Permanent, Full-Time ​ 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 Team Leader to take ownership of our Patient Services function. You'll lead a dedicated team of Patient Services Advisors, 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, developing your team, and ensuring we consistently deliver the exceptional service our patients depend on. What You'll Be Doing Leading & Developing Your Team • Inspire, coach, and motivate a team of Patient Services Advisors to deliver their best every day • Conduct meaningful performance reviews, set clear goals, and support ongoing professional development • Handle absence management, team conflicts, and underperformance with fairness and professionalism Delivering Outstanding Patient Care • Own the patient experience — ensuring complex enquiries and complaints are resolved with care and efficiency • Develop and continuously improve customer service policies and procedures • Be the escalation point for sensitive or complex patient issues, ensuring prompt and compassionate resolution Operational Management • Monitor team workflows and manage capacity to ensure efficient, accurate service delivery • Oversee the timely processing of prescriptions and coordination of medication delivery schedules • Collaborate with Dispensary, Finance, and other departments to ensure seamless patient journeys Quality & Performance • Monitor KPIs and team performance, reporting insights to the Head of Department • Drive quality improvement initiatives and ensure compliance with company policies and regulatory requirements • Conduct audits and champion a culture of continuous improvement 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 environment • At least 5 year in a supervisory or team leader role • Strong leadership skills with a proven ability to develop and motivate a team • Excellent communication and interpersonal skills — you can adapt your style to any situation • Highly organised with the ability to manage competing priorities effectively • Confident using customer service systems and MS 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: • Salary: Up to £35,000 per annum, depending on experience • Pension: Company pension scheme • Birthday Leave: Enjoy a day off on your birthday — it's yours • 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 — we promote from within • Collaborative Culture: A supportive team environment 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.