CYP Experience Team Leader - Remote

Salary: £37,000

Location: Remote (UK only)

Hours: Full-time, Monday–Friday

Reporting to: Head of Client Services

Advert closes 9th June - May close earlier if high volume of applications

✨Join Us at The Centre for ADHD Research and Excellence: Shaping the Future of Accessible Healthcare✨

At CARE ADHD, we’re building neurodevelopmental healthcare services that are more accessible, compassionate and easier for children, young people and families to navigate.

As our CYP service continues to scale, we’re looking for an experienced and emotionally intelligent CYP Experience Team Leader to lead our growing CYP Experience Specialists team.

This team sits at the heart of the family experience, supporting parents, carers and young people throughout emotionally sensitive parts of the patient journey. The role combines people leadership, operational oversight, escalations and service improvement within a fast-moving and evolving healthcare environment.

We’re looking for somebody who can create calm, structure and consistency whilst helping maintain a genuinely compassionate and supportive experience for families.

💫What we are looking for?

We’re looking for an experienced people leader who understands how important communication, emotional intelligence and operational consistency are within patient-facing healthcare services.

This role would suit somebody who has 4+ years experience leading customer support, patient experience, escalations or service-based teams within a high-volume environment, particularly where conversations can be emotionally sensitive and operational priorities move quickly.

The CYP Experience team supports children, young people and families through some of the most emotionally charged parts of the patient journey, so we’re looking for somebody who can create calm, structure and reassurance whilst still maintaining accountability and operational standards.

You’ll need to feel confident:

• leading and developing people
• managing performance and difficult conversations
• supporting teams through pressure and change
• handling escalations professionally and compassionately
• and balancing empathy with operational decision-making

This is not a purely “customer service” leadership role. A big part of the role is helping stabilise situations, support service recovery, identify operational risks early and ensure families feel informed, heard and supported throughout their experience with us.

We’re looking for somebody who is naturally collaborative, emotionally mature and operationally organised. Somebody who can build trust with both families and colleagues, communicate clearly during difficult situations and help maintain consistency within a fast-growing and evolving service.

Experience within healthcare, CYP services, mental health, neurodevelopmental services or another regulated environment would be highly beneficial.

😎What You’ll Be Doing:

Day-to-day, your responsibilities will include:

• Leading and line managing the CYP Experience Specialists team
• Running regular 1:1s, probation reviews, coaching conversations and performance management where required
• Supporting the team with emotionally sensitive situations, distressed families and escalated patient concerns
• Monitoring inboxes, workloads, KPIs and response quality across the function
• Helping maintain high standards of compassionate, professional and consistent communication
• Supporting onboarding, training and development for new starters
• Identifying recurring patient experience themes, communication gaps or operational risks and escalating these appropriately
• Working closely with Referrals, Bookings, Clinical and wider operational teams to support joined-up patient journeys
• Supporting service recovery where communication or trust has broken down
• Helping maintain structure, accountability and consistency during periods of operational pressure
• Supporting rota management, workload balancing and operational prioritisation
• Contributing to process improvements and helping shape how CYP Experience continues to scale as the service grows

This is a hands-on leadership role, so we’re looking for somebody who is equally comfortable supporting people, managing operational performance and stepping into difficult situations calmly and professionally when needed.

🚀To thrive in this role you’ll need to:

• Previous experience directly leading or supervising customer support, patient experience, escalations or service-based teams
• Confidence managing performance, accountability and difficult conversations
• Strong emotional intelligence and the ability to support both families and team members professionally and compassionately
• Experience working in fast-paced, high-volume environments with competing priorities
• The ability to stay calm, organised and emotionally regulated during high-pressure situations
• Strong written and verbal communication skills
• A proactive, solutions-focused and operationally minded approach
• Confidence making decisions 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
• A genuine passion for patient experience whilst still maintaining professional boundaries and operational consistency
• Strong organisational skills and attention to detail
• Confidence using operational systems, trackers and KPI data to manage performance and workloads

✨ 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 leading remote or hybrid teams
• 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, behaviours and willingness to learn, adapt and improve that protect the supportive culture we’ve built, and help us thrive together. We value:

• Kindness - treating colleagues, partners, and everyone we support, with respect and care.
• Transparency - being open and honest so that trust can grow.
• Reflection - pausing to learn from experience and improve together.
• Growth mindset - always welcoming feedback and challenges as opportunities to develop.
• Accountability - taking ownership of our actions and outcomes, not to assign blame, but to learn, adapt, improve, and move forward.
• Solution-seeking - focusing on constructive ways forward, even when things are tough.
• Collaboration - sharing ideas, supporting one another, and celebrating collective success.

🙏🏻What You Can Expect from Us

• Competitive salary
• Work remotely in the UK and hybrid in our Canary Wharf office
• 33 days holiday (including UK public holidays)
• Team get-togethers
• 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.

Stage 1 - Talent Call

A call with our Talent Team to talk through your experience, the role and what you’re looking for.

Stage 2 - Final Interview

A competency-based interview with our Head of Client Services and COO.

This stage will focus on:

• people leadership experience
• operational thinking and decision-making
• communication style and emotional intelligence
• handling escalations and emotionally sensitive situations
• performance management and team development
• and how you approach patient experience, accountability and team culture

You may also be asked to complete a short scenario-based task or discussion as part of the process.

🩵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.