Job Description

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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