Client Coordinator / Customer Support

ProblemShared; London; Remote; GBP 28,000; Full time

Job description

Location:

Remote

Reports to:

Medication Operations Team Lead

Salary:

£28,000 per annum

About Us

ProblemShared is a key innovator in the rapidly expanding field of digital mind health. As a practitioner-led, CQC-regulated community of experts, we work together with individuals and organisations such as NHS trusts, universities, and private medical insurers to better equip them on their mind health journeys. By harnessing the combined power of people, data, and technology, we broaden access to safe and effective talk therapy, neurodevelopmental assessments, and post-diagnostic support.

The Role

We are seeking an experienced client coordinator to join our ADHD Medication team. If you are a motivated self-starter with exceptional attention to detail, customer service skills, an impeccable telephone manner, proficiency with systems, and a desire to work in a high-performing team, this role is for you!

What You Will Do

This team is the primary point of contact for all medication client inquiries, providing exceptional customer service via calls, emails, and live interactions. You will support the prescribing team to maintain high standards of patient care, and help develop pathways to optimize the client journey by identifying process gaps and promoting a self-service culture. You will also gain a comprehensive understanding of the ProblemShared platform, internal processes, and systems supporting clients through our ADHD medication titration pathway.

Must Haves

• Demonstrable experience in a client and/or customer support role, ideally within healthcare services
• Ability to prioritize, organize, adapt to change, and manage high volumes of queries in line with team KPIs
• Clear, professional, warm, friendly, and informative communication skills (verbal and written), with the ability to work cross-functionally
• Excellent attention to detail
• Quick adaptability to systems and workflows
• Strong computer skills and ability to learn new software quickly
• Ability to remain calm under pressure

Nice To Haves

• Experience or understanding of working with neurodiversity, especially in a client-facing role
• Experience with Zendesk or similar communication platforms (training provided)

What We Offer

• Competitive salary with benefits including employer-matched pension
• 30 days annual leave plus public holidays, with options to buy/sell additional leave and extended leave such as sabbaticals
• Private health insurance
• Family-friendly policies
• Flexible working arrangements, including free co-working options
• In-person team meetups
• Wellbeing activities organized by our Wellbeing and Culture committee
• Development and training opportunities, plus one volunteering day per year

Our Recruitment Process and Next Steps

At ProblemShared, we value your potential and unique qualities. We are committed to diversity and providing tailored opportunities and adjustments for all candidates. Our process involves:

• Review of your CV and initial contact from our recruitment team
• Interview with our Client Coordinator medications team to assess your suitability
• If successful, an offer of employment and pre-employment checks

We understand applying for a new role can be daunting, especially remotely. We aim to make your experience with us as smooth and informative as possible.

Please don't hesitate to apply - we would love to hear from you!