Job Description

Feedback & Resolutions Team Leader

Salary: £37,000

Location: Edinburgh (Office Based), initially remote 

Hours: Full-time, Monday–Friday

Reports to: Head of Feedback & Resolutions

Ideal start date: As soon as possible

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 CARE ADHD: Shaping the Future of Accessible Healthcare

At the Centre for ADHD Research and Excellence (CARE ADHD), we're making private ADHD assessments and treatment more affordable and accessible to those who need them.

Our patient-centred approach, combined with lean methodology and a commitment to continuous improvement, drives everything we do. We embrace innovation, encourage rapid learning through our fail fast ethos, and continually look for better ways to deliver outstanding care.

With ambitious plans to become the largest ADHD service provider outside the NHS within the next five years, we're looking for people who share our passion for making a meaningful difference.

💫 What we're looking for

We're seeking an experienced Feedback & Resolutions Team Leader to lead the day-to-day delivery of our complaints, feedback and service recovery function.

Reporting to the Head of Feedback & Resolutions, you'll ensure patient concerns are handled promptly, fairly and empathetically, in line with applicable NHS complaints standards, CQC expectations and CARE ADHD policies.

This is a varied leadership role combining operational oversight, people management, governance and continuous improvement. You'll support your team to deliver consistent, high-quality outcomes while ensuring patient feedback translates into meaningful service improvements.

You'll also play a vital role in creating a supportive environment where colleagues feel confident managing challenging situations, understand their boundaries and have access to the guidance and wellbeing support they need.

😎 What You'll Be Doing

Leadership and people management

• Lead and support the Resolutions Specialists, providing clear direction, coaching and day-to-day operational oversight.
• Conduct regular one-to-ones, team meetings, performance reviews and development conversations.
• Support colleague wellbeing, particularly when managing emotionally demanding, complex or challenging complaints.
• Build a culture of accountability, collaboration, reflection and continuous improvement.
• Identify training needs and support colleagues to develop their complaint-handling skills and confidence.

Complaints and service recovery

• Oversee the full complaint lifecycle, from acknowledgement and investigation through to response, resolution and follow-up.
• Ensure complaints and feedback are managed within agreed timescales and in accordance with internal policies and applicable regulatory requirements.
• Review complaint responses to ensure they are empathetic, accurate, proportionate, clear and evidence-based.
• Act as an escalation point for complex, high-risk, sensitive or disputed complaints.
• Support appropriate service recovery, helping teams take ownership of concerns and resolve issues at the earliest opportunity.
• Ensure appropriate boundaries are maintained when managing unreasonable, abusive or repeated complaint interactions.
• Work collaboratively with operational and clinical colleagues to ensure investigations are thorough, fair and appropriately documented.

Governance, reporting and continuous improvement

• Monitor and report on key performance indicators, including complaint volumes, acknowledgement and response times, resolution times, themes, outcomes and outstanding actions.
• Identify recurring issues, emerging risks and systemic service failures through complaint and feedback analysis.
• Ensure learning from complaints is captured, shared and translated into corrective and preventative actions.
• Support compliance with relevant NHS complaints standards, CQC expectations and internal governance processes.
• Contribute to complaint-handling policies, standard operating procedures, response templates, guidance and escalation frameworks.
• Support audit preparation and ensure complaint records and associated evidence are accurate, complete and accessible.
• Work with the Head of Feedback & Resolutions to strengthen reporting, quality assurance and organisational oversight of patient experience.

Collaboration and stakeholder engagement

• Work closely with Bookings, Referrals, Client Services, the NHS Lead, Clinical Care Hub, Associate Liaison and Phone teams to investigate concerns and embed learning.
• Build effective working relationships across clinical and operational functions to promote shared ownership of patient experience.
• Support staff training and awareness around complaint handling, escalation routes, communication standards and appropriate boundaries.
• Champion the patient voice while ensuring colleagues are treated fairly and supported throughout the complaints process.

🚀 What You'll Bring

We're looking for someone who combines strong operational leadership with empathy, sound judgement and a genuine commitment to improving patient experience.

You'll ideally have:

• Experience managing complaints, feedback, escalations or service recovery in a regulated or patient-facing environment.
• Proven experience line managing or supervising colleagues, including performance management, coaching and development.
• Excellent written and verbal communication skills, with the ability to produce clear, empathetic and professional responses.
• Confidence managing sensitive, emotive, complex or high-risk situations.
• An understanding of NHS complaints-handling principles, CQC expectations and governance requirements.
• The ability to analyse feedback, identify trends and translate insights into practical service improvements.
• Strong organisational skills and attention to detail, with the ability to manage competing priorities.
• Emotional resilience and sound judgement when working under pressure.
• A calm, fair and values-led leadership style.
• The ability to influence and collaborate across different teams, encouraging ownership without creating a blame culture.

⭐ Bonus Points

It would be great if you also have:

• Experience working in healthcare, mental health or NHS-adjacent services.
• Familiarity with CQC inspections, governance reviews or audit preparation.
• Experience supporting service redesign, lean methodology or quality improvement initiatives.
• Experience developing complaint-handling frameworks, quality assurance processes or management reporting.
• Lived experience of ADHD, or experience working closely with neurodivergent people.

You don't need to meet every desirable criterion to apply. We're interested in your potential, your approach and the difference you could make.

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 have suggested that some candidates, including women and people from marginalised groups, may be less likely to apply for a role unless they meet every listed requirement.

If you believe you could be a great fit but don't meet every criterion, we encourage you to apply.

At CARE ADHD, we're committed to building a diverse and inclusive environment. We welcome applications from people of all backgrounds, experiences and perspectives, particularly those from historically marginalised communities.

If you're passionate about patient experience, supportive team leadership and turning feedback into meaningful change, we'd love to hear from you.