Job Description

Salary: £37,000

Reports to: Head of Client Services

Ideal Start: ASAP

Job Closes: 9th June, may close if a high volume of applications is received

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 someone with 4+ years experience leading high-volume customer support or patient-facing teams, particularly within healthcare, mental health, wellbeing, healthtech or another fast-paced service environment where communication, emotional intelligence and operational judgement are critical.

This is not an entry-level leadership role or a “next step” role for somebody looking to try management for the first time.

We’re specifically looking for somebody who has:

• previous experience directly line managing or supervising support/customer service teams
• experience handling escalations, complaints or emotionally sensitive situations
• confidence managing performance, OKR’s and operational delivery
• experience coaching and developing team members
• experience working in fast-paced operational environments with competing priorities

This role works very closely with operational and clinical teams across the business, so strong communication, accountability and cross-functional collaboration are essential.

😎What You’ll Be Doing:

You’ll be overseeing the day-to-day running of part of the Customer Support Specialists team, helping maintain high standards of communication, operational consistency and patient experience within a fast-moving and emotionally sensitive environment.

Our Customer Support function is continuing to grow, and this role will work alongside another Customer Support Team Leader, with the wider team split across both leaders. Collaboration, consistency and communication between both Team Leaders will be a really important part of the role to ensure patients and team members have a joined-up experience across the department.

Day-to-day, this role includes a mix of:

• people leadership
• operational oversight
• escalation management
• coaching and development
• and continuous service improvement

Your responsibilities will include:

• Directly line managing a group of Customer Support Specialists
• Running regular 1:1s, probation reviews, coaching conversations and performance management where required
• Monitoring inbox performance, OKR’s, SLAs and overall team output
• Supporting the team with patient escalations, complaints and emotionally sensitive situations
• Reviewing communication quality and helping ensure responses remain empathetic, accurate and professional
• Identifying operational bottlenecks, recurring themes or service risks and escalating these appropriately
• Supporting onboarding and training for new starters
• Working collaboratively with the second Customer Support Team Leader to ensure consistency across the wider CS function
• Helping maintain team structure, accountability and consistency during periods of high pressure
• Working closely with Referrals, Bookings, Clinical Care Hub and Feedback & Resolutions teams to support smooth patient journeys
• Supporting rota management, workload balancing and day-to-day operational decision-making
• Acting as a key point of support for the team whilst helping foster a positive, collaborative and psychologically safe culture
• Contributing to process improvements and helping shape how the Customer Support function continues to scale as the organisation grows

This is a hands-on operational leadership role, so we’re looking for somebody who is comfortable balancing people support with performance, structure and accountability.

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

• Have previous experience directly leading or supervising customer support, patient experience or service-based teams
• Feel confident managing performance, accountability and difficult conversations when needed
• Be highly organised and comfortable balancing people leadership with operational delivery
• Stay calm under pressure and help create stability during busy or emotionally challenging periods
• Be emotionally intelligent and able to support both patients and team members professionally and compassionately
• Have experience working in high-volume, fast-paced environments where priorities can shift quickly
• Be collaborative and comfortable working closely with another Team Leader to maintain consistency across the wider department
• Be proactive and solutions-focused, with the confidence to escalate concerns early and appropriately
• Feel comfortable making day-to-day operational decisions and balancing competing priorities
• Be approachable, supportive and genuinely invested in helping people develop and succeed
• Understand the importance of accountability, consistency and psychological safety within high-performing teams
• Care deeply about patient experience whilst still maintaining professional boundaries and operational fairness

⭐ Bonus points if you:

• Have experience working within healthcare, mental health, neurodevelopmental services or another regulated environment
• Have previously led remote or hybrid support teams
• Have experience handling complaints, escalations or emotionally sensitive situations
• Have worked in a scaling startup or fast-growing operational environment

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, behaviours and willingness to learn, adapt and improve that protect the supportive culture we’ve built, and help us thrive together. We value:

• Kindness - treating colleagues, partners, and everyone we support, with respect and care.
• Transparency - being open and honest so that trust can grow.
• Reflection - pausing to learn from experience and improve together.
• Growth mindset - always welcoming feedback and challenges as opportunities to develop.
• Accountability - taking ownership of our actions and outcomes, not to assign blame, but to learn, adapt, improve, and move forward.
• Solution-seeking - focusing on constructive ways forward, even when things are tough.
• Collaboration - sharing ideas, supporting one another, and celebrating collective success.

🙏🏻What You Can Expect from Us

• Competitive salary
• Work remotely in the UK and hybrid in our Canary Wharf office
• 33 days holiday (including UK public holidays)
• Team get-togethers
• A paid day off on your birthday
• Office equipment when you join
• Pension contribution
• Be part of one of the UK’s most ambitious HealthTech start-ups

🗓️Our Hiring Process

Stage 1 - Screening call

A call with our Talent Team to talk through your experience, the role and what you’re looking for.

Stage 2 - interview

A more in-depth interview with our Head of Client Services and COO.

This stage will focus on:

• people leadership experience
• operational thinking and decision-making
• communication style and emotional intelligence
• performance management and coaching
• handling pressure, escalations and competing priorities
• how you approach patient experience and team culture

There may also be a short scenario-based task or discussion as part of the interview process.

We know interviews can feel nerve-wracking, so we aim to keep the process conversational and supportive whilst also giving you a realistic understanding of the role and environment.

🩵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.