Job Description

Title: Adult Phone Support Team Lead

Salary: £37,000

Location: Edinburgh (Office Based), initially remote

Hours: Full-time, Monday–Friday

Reporting to: Head of Adult Client Services

🪧Important Information: Location and Working Arrangements

We are preparing to open a new office in Edinburgh. Until the office is open, this role will be fully remote, with working hours of 9am–5pm.

Once the office is operational, the role will transition to full-time, on-site working from our Edinburgh office. At this stage, working hours may change to a schedule within 8am–6pm, with further details to be confirmed.

The office address is to be confirmed.

Applicants must be happy to begin the role remotely and transition to full-time, on-site working in Edinburgh once the office opens, including the potential change in working hours. Please confirm your agreement to these working arrangements as part of your application.

🗓️Our Hiring Process

We aim to make our hiring process as streamlined as possible.

⏰ Applications close 30th October

📩 We'll aim to contact shortlisted candidates by end of day 30th October

💻 Initial Microsoft Teams calls with one of our Talent Acquisition Specialists will take place on the 2nd and 3rd November

👥 Interviews will be held via Teams on 5th November

✨Join Us at The Centre for ADHD Research and Excellence: Shaping the Future of Accessible Healthcare✨

At CARE ADHD, we're revolutionising private healthcare by making ADHD assessments and treatment more affordable and accessible to those who need it. Our client-centred approach, combined with lean methodology and a focus on continuous improvement, drives our commitment to excellence. We embrace an innovative mindset, encouraging rapid learning and adaptation through our 'fail fast' ethos. With ambitious plans to become the largest ADHD service provider outside the NHS within the next five years, we are committed to pushing boundaries and fostering innovation.

💫What we are looking for?

We are looking for an experienced Phone Support Team Leader to lead and manage our Phone Support function. This role is responsible for ensuring that patient phone enquiries are handled efficiently, professionally, and empathetically, while maintaining high standards of performance, compliance, and team wellbeing.

The Phone Support Team Leader plays a critical role in patient experience, operational delivery, and cross-team collaboration, acting as a key escalation point and contributing to service improvement initiatives.

😎What You’ll Be Doing:

• Lead and line manage the Phone Support Team, providing day-to-day supervision, coaching, and wellbeing support
• Ensure incoming patient calls are answered promptly, professionally, and in line with CARE ADHD standards
• Monitor and manage call performance, including call volumes, missed calls, response times, and call handling quality
• Act as an escalation point for complex or sensitive patient queries raised via phone
• Review and analyse call reasons and trends, feeding insights into wider Client Services and operational improvements
• Work closely with Bookings, Referrals, Customer Support, ALCs, and the Clinical Care Hub to resolve cross-departmental queries
• Maintain accurate records and ensure patient confidentiality and data protection standards are upheld at all times
• Support recruitment, onboarding, and training of new Phone Support Officers
• Contribute to the development and maintenance of phone scripts, guidance, and escalation protocols
• Support the use and optimisation of phone systems and tools, identifying opportunities for improvement
• Produce regular reports on call performance and themes for the Head of Client Services and senior leadership

🚀To thrive in this role you’ll need to:

• Have previous experience leading or supervising a patient-facing or customer support team
• Be confident managing performance, setting expectations, and addressing issues constructively
• Demonstrate strong communication skills, with the ability to handle sensitive or distressed callers calmly and empathetically
• Be highly organised and comfortable working with data, metrics, and reporting
• Understand the importance of confidentiality, safeguarding, and compliance in a healthcare environment
• Be able to work collaboratively across teams and escalate appropriately when required
• Show resilience and emotional intelligence when supporting both patients and staff
• Be comfortable working in a fast-paced, evolving service environment

⭐ Bonus Points

• Experience working in healthcare, mental health, or neurodiversity-related services
• Familiarity with call handling systems, CRM platforms, or shared inbox tools
• Experience contributing to service improvement or process redesign
• Lived experience of ADHD or supporting neurodivergent individuals

What We Value

Care is at the heart of who we are - in how we support patients, and in how we treat each other as colleagues. We believe the way we show up for each other is just as important as what we do. Skills matter, but it’s our mindset and behaviours that protect the supportive culture we’ve built and help us thrive together. We value:

🙏🏻What You Can Expect from Us

• Competitive salary
• 25 days holiday (plus UK public holidays)
• Team get-togethers
• A paid day off on your birthday
• Office equipment when you join
• Be part of one of the UK’s most ambitious HealthTech scale-ups

🗓️Our Hiring Process

We aim to make our hiring process as streamlined as possible.

What to Expect

📩 We'll aim to contact shortlisted candidates by end of day on 30th October

💻 Initial Microsoft Teams calls with one of our Talent Acquisition Specialists will take place on 2nd and 3rd November, the perfect chance for us to get to know each other more.

👥 Final interviews will be held on 5th November via Teams

Apply with confidence 💙

Studies show that men apply for roles when they meet around 60% of the qualifications, whereas women and other marginalised groups often apply only if they meet every requirement. If you believe you’re a great fit but don’t meet every single requirement, we encourage you to apply!

At Care ADHD, we’re committed to building a diverse and inclusive environment. We encourage applications from candidates of all backgrounds, especially those from historically marginalised communities, as we work together to create a more equitable future.