CYP Phone Support Team Lead

Care Adhd; City of Edinburgh; Hybrid; GBP 33,000 - 41,000; Full time

Benefits offered by this job

25 days holiday

Team get-togethers

Birthday day off

Office equipment on join

Job summary

Care ADHD is recruiting an experienced people leader to run a frontline Phone Support team in Edinburgh. This hands-on role balances people leadership with operational delivery to create a reliable, compassionate patient experience within a private healthcare setting.

You will start remotely and transition to the Edinburgh office when open, with hours potentially shifting to a broader 8am–6pm window. You’ll oversee escalations, performance data, coaching, and cross-team collaboration to ensure

Qualifications

• Experience leading or supervising a front-line phone team, customer support or patient-experience unit in healthcare or a regulated environment.
• Strong ability to manage performance, set clear expectations and give constructive feedback.
• Experience conducting effective 1:1s and coaching conversations for development.
• Comfort using KPIs, data and systems to drive workload, performance and service improvements.

Responsibilities

• Provide day-to-day guidance and support to the Phone Support team, ensuring clear direction and consistency.
• Own complex or sensitive patient queries and ensure calm, compassionate resolution.
• Hold regular 1:1s, probation reviews and coaching conversations to develop capability and performance.
• Monitor KPIs, workloads, service levels and quality; give timely feedback and address performance concerns.
• Identify and drive continuous improvement initiatives to simplify working practices for the team and patients.
• Identify recurring issues or failures and collaborate with relevant teams to implement corrective actions.
• Support rota management, workload balance and prioritisation to meet demand.
• Collaborate with Referrals, Bookings, Clinical and operational teams to enable joined-up patient journeys.
• Oversee onboarding, training and development of new and existing team members to embed consistent standards.

Skills

People leadership

Communication

Performance management

Coaching

Emotional intelligence

Stakeholder collaboration

Operational mindset

Problem solving

Job description

Title: CYP Phone Support Team Lead

Salary: £37,000

Location: Edinburgh (Office Based), initially remote

Hours: Full-time, Monday–Friday

Reporting to: Head of CYP 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.

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

• 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.

• Assume Good Intent
• Share Context
• Move with Care
• Prove, then improve
• Build for scale
• Focus on outcomes
• Partner with Integrity

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 joinBe part of one of the UK’s most ambitious HealthTech scale-ups

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.