Support Centre Manager - Remote Opportunity

About the Role

We are seeking a Support Centre Manager to join our team at Montu, a leading digital health company specializing in cannabis-based medicines. This Support Centre Manager remote role is ideal for someone who thrives in a leadership position, empowering high-volume customer support teams to operate efficiently while delivering exceptional standards of customer care. As the Support Centre Manager, you will be pivotal in managing the 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, optimizing operational workflows, and ensuring exceptional patient care standards. You’ll leverage your experience in high-volume contact centers to oversee the growth and performance of clinic operations, ensuring efficiency and compliance with regulatory standards.

What You'll Do

• Supervise, mentor, and support the Patient Support Coordinator team to ensure the smooth day-to-day running of clinic operations.
• Utilize KPIs to maintain high levels of patient support, internal quality standards, and regulatory expectations.
• Oversee recruitment, onboarding, and training of new staff while conducting regular team meetings and performance reviews.
• Ensure timely handling of appointment bookings, follow-ups, prescription queries, clinical escalations, and complaints.
• Conduct regular quality audits (e.g., call monitoring, patient feedback reviews) to identify training needs and service improvements.
• Monitor and address significant events, incidents, and patient complaints in collaboration with the Head of Governance.
• Support clinicians with operational and administrative tasks to maintain high standards of patient care.
• Ensure adherence to company policies, SOPs, and regulatory requirements.
• Proactively liaise with the tech support and product teams to address any technical issues.
• Work closely with the leadership team to identify and implement innovative service improvement initiatives.

Requirements

• Demonstrable experience in leading, managing, and developing teams within a high-volume contact center.
• 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 organizational skills.
• Strong communication skills and ability to work under pressure while leading with empathy towards our patients.

Nice to Have

• Experience with digital health technologies.
• Knowledge of cannabis-based medicine regulations.

What We Offer

• Competitive salary of £60,000 - £70,000 per year.
• 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.

Join us as a Support Centre Manager remote and make a meaningful impact on patients’ lives while growing professionally in a supportive environment.