Cantourage UK

Customer Support

• Supervising, mentoring, and supporting the Patient Support Coordinator team to ensure the smooth day-to-day running of clinic operations
• Overseeing recruitment, onboarding, and training of new staff while conducting regular team meetings and performance reviews
• Overseeing the delivery of a responsive, respectful, and efficient patient support service, ensuring all interactions meet internal quality standards and regulatory expectations
• Ensuring timely handling of appointment bookings, follow-ups, prescription queries, clinical escalations, and complaints
• Conducting regular quality audits (e.g. call monitoring, patient feedback reviews) to identify training needs and service improvements
• Monitoring and addressing significant events, incidents, and patient complaints in collaboration with the Head of Governance
• Ensuring patient queries are resolved promptly and effectively, while working with the wider team to collect feedback and identify opportunities for improvement
• Supporting clinicians with operational and administrative tasks to maintain high standards of patient care
• Ensuring adherence to company policies, SOPs, and regulatory requirements, while proactively liaising with the tech support and product teams to address any technical issues
• Working closely with the leadership team to identify and implement innovative service improvement initiatives, measuring their impact on clinic performance
• Attending work-related meetings as required and maintaining all mandatory training and familiarity with company policies and SOPs

Customer Experience Manager – Digital Clinic

Compliance

• Ensure Montu’s operations, medicines supply, and telehealth services remain fully compliant with MHRA, CQC, GPhC, and relevant healthcare regulations, with a special focus on prescription cannabis medicines.
• Advise senior leaders, clinical, and digital teams on all legal and regulatory issues arising from the provision of medical cannabis, digital prescribing, pharmacy practice standards, and novel healthcare delivery models.
• Conduct and report on regulatory risk assessments for current and future products, especially where cannabis-based medicines or remote prescribing are involved.
• Lead regulatory horizon scanning, monitoring developments in UK and (where relevant) EU medicines and pharmacy law to ensure proactive compliance and business readiness.
• Liaise with regulators (MHRA, CQC, GPhC) in connection with authorisations, registrations, audits, and inspections, supporting Montu’s relationship management and incident responses.
• Draft, review, and negotiate legal agreements relevant to Montu’s ecosystem (e.g., supplier, clinical, technical, research, and digital health contracts), ensuring all regulatory obligations are met and reflected.
• Design and deliver internal regulatory training to non-legal teams, fostering best practice, innovation, and regulatory compliance culture.
• Support Montu’s industry leadership by contributing to policy engagement, thought leadership, and advocacy for evidence-based regulatory change in the medical cannabis field.

Pharmaceuticals Regulatory Lawyer

Full-stack Engineer

• Design, architect, and build performant, scalable applications using modern web technologies.
• Manage and enhance cloud infrastructure (AWS/GCP) for security, scalability, and reliability.
• Own solutions end-to-end – from gathering requirements with end-users, to delivery, monitoring, and continuous improvement.
• Collaborate closely with a cross-functional team on projects that transform how we deliver care.

Senior Fullstack Engineer

Data Analyst

• Conduct deep, ad-hoc analysis and investigations to answer critical business questions and uncover opportunities
• Partner with business stakeholders, including leadership, to translate ambiguous problems into clear data projects
• Scope, define, and implement key performance metrics and dashboards to monitor performance
• Proactively identify and deliver new reports, insights, and data models to drive strategic decisions
• Present complex findings to technical and non-technical audiences and inform leadership

Analyst

• Provide Level 1 and 2 technical support to end-users via phone, email, chat, or in-person
• Diagnose and resolve complex issues related to software, hardware, network connectivity, and IT systems
• Escalate unresolved issues to appropriate teams or Level 3 support for further investigation and resolution
• Act as the primary point of escalation within the team for advanced support needs
• Log and track incidents using the IT service management system, ensuring accurate documentation of all support interactions
• Prioritise and manage the resolution of incidents based on severity and impact, meeting defined service level agreements (SLAs)
• Oversee incident management processes, ensuring prompt and accurate handling of issues
• Analyse recurring technical issues and trends to identify underlying problems and recommend permanent solutions
• Collaborate with other IT teams to implement preventive measures and enhancements to minimise future incidents
• Lead efforts in continuous improvement for problem resolution processes
• Lead and mentor Service Desk team members, providing guidance and support to foster professional development
• Conduct training sessions and workshops to educate end-users on IT tools, systems, and best practices
• Develop and maintain user-friendly documentation, knowledge base articles, and FAQs to empower end-users to resolve common issues independently
• Assist in the management of IT assets and configurations, including software licenses, hardware inventory, and configuration baselines
• Perform regular audits and updates to ensure accuracy and compliance with organisational policies and standards
• Proactively identify opportunities to improve service delivery processes, tools, and workflows
• Participate in team meetings, peer reviews, and knowledge-sharing sessions to contribute to the overall effectiveness of the Service Desk
• Work closely with the Service Desk Team Lead and other senior management to implement strategic improvements in service quality

Customer Experience Manager – Digital Clinic

Pharmaceuticals Regulatory Lawyer

Senior Fullstack Engineer

Data Analyst

Service Desk Analyst