Cantourage UK
Pharmacy Operations Lead
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Location: Shoreditch, London
Working Structure: Office Based (Thursdays we work from home)
Reports to: Head of Pharmacy Operations
Salary: Up to £40,000 per annum
Who are we?
Since medical cannabis was legalised in the UK in 2018, Cantourage UK has been building the infrastructure that makes this industry work, safely, compliantly and at scale.
We operate across two deeply interconnected worlds:
A regulated tele-health clinic, delivering high-quality patient care
A licensed pharmaceutical supply operation, powering the wider ecosystem
Together, they form a complex, high-trust system where clinical integrity, operational excellence and smart technology must work in lockstep.
As we move into our next chapter of growth, we're building out our in-house finance capability to match.
What's the purpose of the role?
As our first Pharmacy Operations Lead, you'll take ownership of how prescription orders move, how our pharmacy stock and inventory processes hold together, and how we reduce the re-writes and delays that get in the way of patient care.
Reporting to the Head of Pharmacy Operations, you'll build the case for shorter turnaround times, keep our GPhC documentation and SOPs in good order, and be the operational point of contact when patient queries need resolving with clarity and care.
This is a first-of-its-kind hire for the function and as such, there's genuine space to shape how the role develops as the team's resourcing and structure matures.
In short: if you're motivated by fixing broken processes rather than working around them, and by the difference that makes to the patient on the other end, this role is for you.
What impact will you have?
Prescription Ordering & Turnaround
- Manage the patient ordering process end to end, tracking progress from request through to fulfilment, keeping stakeholders updated, and making sure nothing gets stuck or lost.
- Work from the existing order queue to identify and resolve outstanding orders, escalating where needed to keep the process moving.
- Manage the physical transit of paper CD prescriptions from Cantourage to our partner pharmacies, owning this process and flagging any issues in transit.
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Process, Stock & Inventory Management
- Lead the development of pharmacy process, stock and inventory management, solving problems in the immediacy while working to prevent their recurrence
- Identify where automation or better use of existing tools could reduce manual effort across pharmacy workflows
- Deliver updates on progress without being prompted, keeping the Head of Pharmacy Operations and other stakeholders informed
GPhC Compliance & Documentation
- Maintain comprehensive awareness of GPhC processes and requirements, and demonstrate why these need to be documented appropriately
- Support the Head of Pharmacy Operations in keeping pharmacy SOPs and supporting documentation accurate, current and usable
- Flag and document compliance risks promptly, escalating where the issue sits outside your own remit
Patient Experience & Communications
- Be the operational point of contact for pharmacy-specific patient queries, managing communications through to resolution, ensuring issues are tracked and categorised clearly.
- Track recurring issues and themes, feeding insight back so that the patient experience continues to improve.
- Respond to queries clearly and consistently, maintaining a high standard of care in complex or time-sensitive cases.
- Handle pharmacy complaints end-to-end, escalating complaints to partner pharmacies within defined timelines and working with Team Quality to close these out appropriately.
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What will you bring to the table?
- Pharmacy-specific qualification i.e. NVQ2 (Pharmacy Dispenser) as a minimum, NVQ3 (Pharmacy Technician) or above preferred
- Experience in process development, stock or inventory management
- Technological fluency — extensive working understanding of MS applications, with awareness of automation design and usage a plus
- Excellent verbal communication
- Meticulous time management. You deliver updates without being asked, and value your time, your peers' time, and others'
- Passionate, personable professionalism
Who wouldn't thrive in this role?
- Someone who needs a fully defined process to follow. This function is still being built, and you'll help build it
- Someone who separates the numbers from the patient. Data only matters here if it connects back to the person on the other end of it
- Anyone who sees documentation and process compliance as someone else's job as it's a core part of yours here
- Someone whose answer to a problem is to wait for direction rather than notice it and start solving it
What do we offer?
- 📅 36 day annual leave (includes your birthday + all UK public holidays)
- 💰 Performance based annual bonus
- 📈 Share options - we all have skin in the game
- 🍽️ Inhouse chef - nutritious lunches cooked 3 days a week
- 🐶 Dog-friendly office
- 🩺 Comprehensive private medical insurance
- 🤸 ClassPass membership (gyms, fitness classes, yoga, massages & more)
- 🚴 Cycle-to-work scheme
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