Service Experience Lead

Job Title: Service Experience Lead
Location: Leeds
Salary: Competitive (based on experience)
Working Pattern: Full-time, Permanent

About Us

PharmAssist Solutions is a UK-wide pharmacy software company on a mission to help pharmacies boost profits and streamline purchasing. Our intelligent platform empowers pharmacies to buy smarter by comparing prices across suppliers - automatically directing orders to the lowest-cost option. The result? Better margins, less admin, and more time for patient care.

Trusted by independent and group pharmacies alike, we're proud to deliver technology that makes a real impact where it matters most. And we're not standing still - with a major software transformation underway, we're investing in innovation, flexibility, and exceptional value for our customers.

Key Responsibilities

• Coordinate daily operations within the Technical Support Team to ensure timely, high-quality service delivery.
• Act as the first point of escalation for complex customer issues and maintain service consistency.
• Oversee customer onboarding, leavers, and account maintenance, ensuring accurate data and alignment with supplier agreements.
• Work closely with IT and sales teams to feed customer insights into platform development.
• Build strong relationships with pharmacy group owners and directors, ensuring a responsive and professional customer experience.
• Lead team huddles, coach Technical Support Advisors, and foster a collaborative, customer-first culture.

What We're Looking For

• NVQ Level 2 in Dispensing (or equivalent experience).
• 5+ years' experience in customer service or technical support.
• Strong administrative and system knowledge, including Excel, Word, and PowerPoint.
• Excellent communication and interpersonal skills.
• Experience managing escalations, service levels, and customer satisfaction metrics.
• Highly organised with attention to detail and the ability to prioritise effectively.

Desirable

• Knowledge of the pharmacy sector and PMR systems.
• Experience supervising or coaching customer service teams.
• Familiarity with CRM or ticketing systems.
• Advanced Excel/data analysis skills.
• Experience in process improvement or documentation.
• A strategic mindset with the ability to influence change.

What We Offer

• A collaborative, inclusive, and forward-thinking working environment
• Opportunities for personal and professional development
• Competitive salary and benefits package
• Hybrid working arrangements
• The chance to make a tangible difference to the pharmacy sector across the UK

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