Overview of the role
We are looking for an experienced and driven Private Services Operations Manager to lead the operational delivery of our growing portfolio of private healthcare services across our pharmacy network.
This is a pivotal role, ensuring our services are delivered consistently, compliantly, and to the highest standards while supporting pharmacists and frontline teams to provide an exceptional customer experience.
Acting as the bridge between central support functions and pharmacy teams, you will champion operational excellence, identify opportunities for improvement, and play a key role in launching and embedding new private healthcare services. You'll work closely with pharmacists, operational leaders, digital teams, and external partners to ensure services are scalable, effective, and commercially successful.
What You'll Be Doing
Service Operations & Performance
- Lead the day-to-day operational delivery of private healthcare services across the pharmacy estate.
- Drive participation, engagement, and consistent execution of services in stores.
- Monitor service performance and identify opportunities to improve quality, efficiency, and customer outcomes.
- Ensure operational processes are robust, scalable, and aligned with business objectives.
Supporting Pharmacy Teams
- Act as the key operational contact and advocate for pharmacists and frontline colleagues.
- Gather feedback from Regional and Area Operations Managers to identify challenges, opportunities, and performance gaps.
- Develop strong working relationships across the field operation to understand local needs and best practice.
- Provide clear guidance, support materials, and operational documentation to enable successful service delivery.
New Service Implementation
- Lead operational readiness and rollout activities for new private services.
- Ensure stores have the training, tools, and support required for successful implementation.
- Support change management activities and help embed new ways of working.
Digital & Fulfilment Operations
- Oversee the operational delivery of digital healthcare services, including Weight Management Services and Online Clinic offerings.
- Work closely with digital, fulfilment, and support teams to ensure seamless customer journeys.
- Identify and resolve operational issues impacting service delivery and customer experience.
Governance & Compliance
- Drive compliance across all private services, ensuring adherence to regulatory, operational, and governance requirements.
- Support pharmacist training and competency standards to maintain safe and effective service delivery.
- Manage service-related enquiries and escalations, ensuring timely and effective resolution.
About You
We're looking for someone who combines strong operational expertise with excellent stakeholder management skills and a passion for delivering high-quality healthcare services.
Essential Experience & Skills
- Strong operational management experience within retail, pharmacy, healthcare, or a similarly regulated environment.
- Proven track record of improving service delivery across multiple locations.
- Experience supporting frontline teams through clear processes, tools, and operational guidance.
- Ability to analyse performance data and translate insights into practical improvements.
- Excellent communication and stakeholder management skills.
- Experience working cross-functionally with operational, digital, and support teams.
- Strong organisational skills with the ability to manage multiple priorities simultaneously.
- Experience supporting the rollout and implementation of new services or operational initiatives.
Personal Attributes
- Solutions-focused with strong problem-solving capabilities.
- Comfortable working in a fast-paced and evolving environment.
- Collaborative, proactive, and highly organised.
- Passionate about improving customer and colleague experiences.
- Confident influencing stakeholders at all levels.
- Committed to operational excellence, compliance, and continuous improvement.
Why Join Us?
This is an exciting opportunity to play a leading role in the growth and development of innovative private healthcare services. You'll have the chance to make a tangible impact on service delivery, support pharmacy teams across the business, and help shape the future of healthcare within a dynamic and customer-focused organisation.
If you're an operational leader who thrives on driving performance, supporting frontline teams, and delivering outstanding healthcare services, we'd love to hear from you.
Apply today and help us transform the future of pharmacy services.
The Ideal Candidate
Well are proud to be a diverse and inclusive employer. If you have any specific requirements, we'll do everything we can to support you. Whether it is to find a pharmacy that is accessible, or if it is a part time position you are looking for, we can help find the role that is right for you. If you need us to make any reasonable adjustments to our recruitment process, we will be happy to accommodate you.
Please be aware that due to the high number of applications we receive it may not be possible for us to provide an outcome to all applicants. If you are not contacted within 28 days of your submission unfortunately you will have been unsuccessful.
About The Company
For over 70 years, we’ve been looking after the health and wellbeing of communities across the UK. Well Pharmacy (part of Bestway Healthcare) is the second largest pharmacy chain in the UK with c.760 pharmacies and a team of around 7,000 colleagues based across our Community Pharmacies, Online Pharmacy, Healthcare Services Centre, Community Drivers, Bestway Medhub & Wardles team and our Support Centre team.
Our mission is to be here for the wellbeing of our patients and customers, to provide the best community pharmacy experience in the UK for everyone, for our patients, our customers, our people, and our NHS.
The pharmacy of the future will look very different from the one we know today. It will play a huge role in transforming primary healthcare and we will play a central role in bringing it to life.
We will use our clinical expertise and technological ambition to take advantage of the potential this future has to offer us. Making medicines, advice, services and care available in the places and spaces that people need and want it most.
We want to be a great business. To be recognised as delivering a community pharmacy experience that is the best there is. To do this we want our teams to feel proud about the positive impact they make, feel valued as part of a close-knit and expert community, and feel confident in their role in a business that is stable, innovative, and caring.
‘Together we make a difference’
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