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 people leader who combines clear communication and operational discipline within patient-facing services.

This is not simply a customer service leadership role. The Phone Support Team Leader has day-to-day responsibility for creating an effective, well-supported and accountable frontline operation. This means developing people, managing performance, resolving escalations, identifying operational risks and recurring failures, and working collaboratively to improve the patient and family experience.

Experience within healthcare, CYP services, mental health, neurodevelopmental services or another regulated environment would be highly beneficial.

😎What You’ll Be Doing:

Day-to-day, you will take ownership of the Phone Support team, including:

• Supporting the team: Acting as the first point of contact for questions, guidance and day-to-day support, creating clear direction and consistency across the team.
• Patient and parent escalations: Taking ownership of more complex or sensitive queries, supporting service recovery and ensuring concerns are managed calmly, compassionately and through to resolution.
• One-to-ones and development: Holding regular and meaningful 1:1s, probation reviews and coaching conversations, helping colleagues develop their capability, confidence and performance.
• Performance: Taking clear ownership of team performance by monitoring KPIs, workloads, service levels and quality, providing timely feedback and addressing performance concerns where required.
• Processes and continuous improvement: Ensuring ways of working are followed consistently and identifying opportunities to make them simpler and more effective for both the team and our patients and families.
• Operational issues and recurring failures: Identifying themes, risks and repeat failures, understanding their underlying causes and working with the appropriate teams to put corrective actions in place.
• Workload and operational oversight: Supporting rota management, workload balancing and prioritisation so resource is used effectively and the team can respond to demand.
• Cross-team working: Working closely with Referrals, Bookings, Clinical and wider operational teams to resolve issues and support joined-up patient journeys.
• Training and onboarding: Supporting the onboarding, training and ongoing development of new and existing team members, helping embed consistent standards across Phone Support.

This is a hands-on leadership role. You will be expected to balance people leadership with operational delivery, stepping into difficult situations when required while maintaining clear accountability for the day-to-day effectiveness of the team.

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

• Previous experience leading or supervising a front-line phone team, customer support, patient experience, escalations or service-based teams, with clear day-to-day responsibility for frontline colleagues.
• Confidence managing performance, setting expectations, providing constructive feedback and having difficult conversations when required.
• Experience holding effective 1:1s and coaching conversations and supporting colleagues with their ongoing development.
• Strong emotional intelligence, with the ability to support families and colleagues professionally and compassionately while remaining calm under pressure.
• Experience working in fast-paced, high-volume environments with competing priorities.
• Excellent written and verbal communication skills.
• A proactive, solutions-focused and operationally minded approach.
• Confidence making decisions, taking ownership and escalating concerns appropriately.
• The ability to build strong collaborative relationships across operational and clinical teams.
• Experience handling emotionally sensitive situations, escalations or service recovery.
• The ability to identify recurring issues, service failures and areas for improvement, and work collaboratively to address their root causes.
• A genuine passion for patient experience whilst maintaining appropriate professional boundaries and operational consistency.
• Confidence using operational systems, trackers, KPIs and other performance data to manage workloads, understand performance and identify areas requiring intervention or improvement.

⭐ What Success Looks Like

Success in this role means creating a Phone Support team that is supported, accountable and consistently able to deliver a high-quality experience for children, young people, adults and their families. You will help us achieve this through:

Clear day-to-day leadership, support and direction for the team.

Regular, meaningful 1:1s, coaching and early management of performance or capability concerns.

KPIs, workloads, service levels and quality actively monitored and managed.

Patient and parent escalations owned through to a compassionate and professional resolution.

Recurring issues and service failures identified, understood and addressed rather than repeatedly worked around.

Strong cross-team collaboration and a culture of continuous improvement, accountability and compassionate patient care.

✨ Bonus points if you:

• Have experience working within CYP services, CAMHS, healthcare or another regulated environment
• Have worked within neurodevelopmental, mental health or wellbeing services
• Have previous experience handling complaints, escalations or service recovery
• Have experience supporting vulnerable patients, families or emotionally sensitive services

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.