Lead Care Specialist – 24/7 Support, Manchester

Sonder; Manchester; On-site; GBP 40,000 - 56,000; Full time

Benefits offered by this job

On-site office in Manchester

Free Sonder app access 24/7 support

Parental leave with return-to-work

ESOP

Smart Pension (up to 5%)

Study leave

Bike2Work

Job summary

Sonder is building a UK-based Care Specialist team in Manchester to deliver 24/7 support for members. You will lead, coach and directly influence a high-volume frontline team, ensuring compassionate and timely care while coordinating across medical professionals.

The role focuses on rostering, performance management, training and hiring, with a Monday to Friday schedule for the supervisor, and on-site collaboration in Manchester.

Qualifications

• Two years leading frontline teams in a 24/7 contact centre.
• Experience managing live incidents and medical emergencies.
• Experience coordinating medical professionals within a multidisciplinary team.
• Track record of performance management through regular feedback.
• Ability to understand complex products and ensure right care across pathways.

Responsibilities

• Lead and coach Care Specialists, with monthly feedback sessions.
• Build and maintain a 24/7 roster ensuring continuity of care while managing fatigue.
• Provide decisions during urgent issues outside standard hours and during surges.
• Own induction and ongoing training per L&D framework and compliance assessments.
• Act as hiring manager for Care Specialists; collaborate with People & Culture.
• Contribute to quality assurance and case reviews, driving coaching and process improvements.
• Manage payroll, leave and rostering administration for the team.

Skills

Team leadership

24/7 support

Incident management

Medical coordination

Performance coaching

People management

Job description

Sonder is building a UK-based Care Specialist team in Manchester to deliver 24/7 support for members. You will lead, coach and directly influence a high-volume frontline team, ensuring compassionate and timely care while coordinating across medical professionals.

The role focuses on rostering, performance management, training and hiring, with a Monday to Friday schedule for the supervisor, and on-site collaboration in Manchester.