Phone Support Specialist - Remote

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!

As CARE ADHD continues to grow, we’re searching for a Phone Support Specialist to join our team. In this role, you’ll be the first point of contact for clients, handling incoming calls and providing clear, empathetic support to those navigating their ADHD journey. Your role will be crucial in ensuring that every caller feels heard, supported, and guided to the right information or service.

CARE ADHD is scaling rapidly, creating exciting opportunities for career growth and development. We’re a passionate team of changemakers, committed to a culture built on transparency, support, and continuous learning. If you're ready to contribute to a mission that transforms ADHD care, we want to hear from you!

If you're ready to contribute to a mission that transforms ADHD care, we want to hear from you!

What you'll be doing

As a Phone Support Specialist, your role will primarily involve:

• Answering incoming calls from private clients and NHS patients, providing friendly, professional support.
• Handling general enquiries about ADHD assessments, treatment options, and service availability.
• Directing callers to the appropriate teams or resources when necessary.
• Logging call details accurately in our system and following up where required.
• Maintaining a compassionate and patient approach when speaking to individuals who may be distressed or anxious.
• Working collaboratively with other teams, including Client Success and Clinical teams, to ensure smooth service delivery.
• Using tools such as Aircall, Front, SharePoint, and MS Teams to manage client interactions effectively.

You’ll start by familiarising yourself with our systems and gaining an understanding of ADHD and how our services work. Your experience in phone-based customer support will help you quickly adapt to our processes and make a meaningful impact.

To thrive in this role, you'll need:

• Experience in phone-based customer support, preferably in healthcare or a similar service-oriented field.
• Excellent verbal communication skills, with the ability to explain information clearly and empathetically.
• A calm and patient approach, particularly when speaking to distressed or frustrated callers.
• Strong attention to detail and accuracy when logging call information.
• The ability to prioritise tasks and manage time effectively in a fast-paced, remote environment.
• Confidence in handling multiple calls per day while maintaining a high standard of service.
• A proactive attitude with the ability to problem-solve and escalate issues when needed.

It’s a great bonus if you have:

• Experience working with electronic patient records (EPR) systems such as EMIS.
• Knowledge of healthcare terminology and practices.
• Previous administrative experience in a healthcare setting or start-up environment.

What You Can Expect from Us

Competitive salary, depending on experience

A fully remote position with the opportunity to join in-person events and meet-ups throughout the year. Please note this role is only open to UK residents with eligibility to work in the UK.

33 days holiday (includes UK public holidays)

A paid day off on your birthday

Office equipment when you join

Pension contribution

Be part of one of the UK’s most ambitious HealthTech start-ups

Our Hiring Process

We aim to make our hiring process as streamlined as possible. Shortlisted candidates will have an initial phone call with our Talent Acquisition manager, and will then be asked to complete a brief online assessment, followed by an interview with a member of our senior management team.

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.