General Pharmaceutical Council (GPhC)

We're looking for someone with excellent communication skills and experience of working in a busy contact centre environment to join our friendly team in providing outstanding customer service. The role This role involves providing excellent customer service to all customers who contact the GPhC by telephone or email, through the Customer Contact Centre. Speed, quality, and professionalism of service are key. We deal with some complex and challenging cases, therefore good problem-solving skills and empathy are essential. The team has a focus on continuous improvement, and we encourage everyone to recognise where improvements could be made and suggest solutions. This role is subject to a basic Disclosure and Barring Service (DBS) check as part of our pre-employment due diligence. The successful applicant will have/be: Significant experience of handling high volumes of calls, preferably in a Contact Centre environment, with an understanding or appreciation of Contact Centre technology, pressures and work practices. Experience of providing written replies to customers via email. The ability to draft bespoke answers in clear, concise language. Experience of effectively handling all types of callers, including difficult / irate / upset customers. Target driven with the drive and desire to ensure that all individual and Department targets are achieved. Active team player, demonstrating behaviours of helping colleagues, sharing information, identifying & solving process & efficiency issues, flexibility to ensure that Service Level Agreements are met and contributing to the morale of the team. Have an unwavering commitment to Equality, Diversity and Inclusion. A pro-active, "can do" approach to helping customers, and the tenacity to ensure that answers are provided to customers. Apply the relevant management systems, procedures and policies relating to risk management, health and safety, information security and business continuity Benefits when joining our team In return for their commitment and enthusiasm, employees can expect a rewarding and challenging work environment, good work-life balance and workload plus an excellent benefits package that includes: 30 days holiday (plus bank holidays) with the option to buy an additional 5 days. A choice between two pension providers: NHS pension scheme or Standard Life. Flexible working arrangements. Career breaks and sabbaticals. Life assurance, season ticket loan, bike loan and many more. We are a respected regulatory body that regulates pharmacists, pharmacy technicians and pharmacies in Great Britain. We work to assure and improve standards of care for people using pharmacy services. Our organisation has a long-term vision and a desire for highly skilled and specialist staff. We are committed to providing workforce learning and development opportunities. Following the Covid-19 pandemic, we have adopted a hybrid working approach which combines office and home working. Staff are predominantly home-based and office attendance depends on the nature of the role and the requirements of the team. From January 2026, our hybrid approach will include a requirement for staff to attend the office for a minimum of six days per month. We are proud of our diverse and inclusive culture and are committed to holding ourselves to the same standards we expect of others. Follow this link to see our privacy policy and understand how we collect, use and share your personal data during our recruitment process. Applying for this role If you feel you have the required experience and skills and would like to join us, please apply using our online jobs application portal. Please make sure you complete your supporting statement section, explaining how you meet each of the criteria for the role, and where you found out about this vacancy. Applications without a supporting statement will not be considered. Please consult the knowledge and skills section of the job description document below to help you prepare your application: role description PDF 170.25 KB We welcome applications from all sections of the community We are committed to promoting equality, valuing diversity and being inclusive in all our work as a health professions regulator. As part of your application for this role, please complete our equal opportunities and diversity monitoring section. This is optional and you don't have to complete it; however it provides us with useful information for monitoring and reporting purposes and is strictly confidential. The information you provide on this form will not form part of any selection process and will not be shared with the selection panel.

We are looking to appoint an exceptional and dynamic leader to join our senior management team during a period of change and improvement in our Fitness to Practise Team. The Role Are you passionate about ensuring high standards of care in pharmacy services? Do you thrive in a dynamic regulatory environment where your leadership can drive positive change? If so, we have an exciting opportunity for you to join our team as a Professional Regulations Manager at the General Pharmaceutical Council (GPhC). As a Professional Regulations Manager, you will lead multidisciplinary teams who carry out investigations through to the final Fitness to Practise hearings as well as matrix management across the fitness to practise function. You will be expected to lead as a technical expert in Performance , supporting the Heads of Professional Regulation at a strategic level, playing a pivotal role in maintaining high standards of care for people using pharmacy services. This role is subject to a basic Disclosure and Barring Service (DBS) check as part of our pre-employment due diligence. The successful applicant will: Effectively lead and manage a team , ensuring the team and individuals meet targets, whilst supporting, developing, and coaching them. Need excellent communication and people management skills to lead teams through our planned change agenda. Be self-driven, progress orientated and passionate about our work with acquired knowledge of health regulation to work collaboratively across the wider fitness to practise function. Have experience of making proportionate evidence-based decisions under pressure, whilst being solutions focused, striving to ensure cases are completed in line with quality, timeliness, and cost objectives. Champion change and drive improvements in service delivery . Represent or deputise for the Head of Professionals Regulation and other managers, whilst leading on the analysis of performance data and developing strategies for improvement. Be a decision maker and responsible for high quality decisions in accordance with our processes and statutory objective of keeping patients safe. Have an unwavering commitment to equality, diversity, and inclusion. Benefits when joining our team In return for their commitment and enthusiasm, employees can expect a rewarding and challenging work environment, good work-life balance and workload plus an excellent benefits package that includes: 30 days holiday (plus bank holidays) with the option to buy an additional 5 days. A choice between two pension providers: NHS pension scheme or Standard Life. Flexible working arrangements. Career breaks and sabbaticals. Private medical insurance, life assurance, season ticket loan, bike loan and many more. About the GPhC We are a respected regulatory body that regulates pharmacists, pharmacy technicians and pharmacies in Great Britain. We work to assure and improve standards of care for people using pharmacy services. Our organisation has a long-term vision and a desire for highly skilled and specialist staff. We are committed to providing workforce learning and development opportunities. Following the Covid-19 pandemic, we have adopted a hybrid working approach which combines office and home working. Staff are predominantly home-based and office attendance depends on the nature of the role and the requirements of the team. We are proud of our diverse and inclusive culture and are committed to holding ourselves to the same standards we expect of others. If you feel you have the required experience and skills and would like to join us, please apply using our online jobs application portal. Please make sure you complete your supporting statement section , explaining how you meet each of the criteria for the role, and where you found out about this vacancy. Applications without a supporting statement will not be considered. We welcome applications from all sections of the community. We are committed to promoting equality, valuing diversity and being inclusive in all our work as a health professions regulator. Whilst we are proud to be members of the Disability Confident Scheme , you don't have to have a disability for us to discuss reasonable adjustments . Please let us know if you need any support during the application or interview process and we will happily discuss this with you. As part of your application for this role, please complete our equal opportunities and diversity monitoring section. This is optional and you don't have to complete it; however it provides us with useful information for monitoring and reporting purposes and is strictly confidential . The information you provide on this form will not form part of any selection process and will not be shared with the selection panel. If you have any queries please do write to us at or if you would like to speak to a member of the Talent Acquisition team please do call us on .