Adult Phone Support Team Lead

Full-time Permanent Associate

Location: Edinburgh (Office Based), initially remote

Hours: Full-time, Monday–Friday

Reporting to: Head of Adult 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.

We aim to make our hiring process as streamlined as possible.

We’ll aim to contact shortlisted candidates by end of day 30th October

Initial Microsoft Teams calls with one of our Talent Acquisition Specialists will take place on 2nd and 3rd November, the perfect chance for us to get to know each other more.

Interviews will be held via Teams on 5th November

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.

We are looking for an experienced Phone Support Team Leader to lead and manage our Phone Support function. This role is responsible for ensuring that patient phone enquiries are handled efficiently, professionally, and empathetically, while maintaining high standards of performance, compliance, and team wellbeing.

The Phone Support Team Leader plays a critical role in patient experience, operational delivery, and cross‑team collaboration, acting as a key escalation point and contributing to service improvement initiatives.

• Lead and line manage the Phone Support Team, providing day‑to‑day supervision, coaching, and wellbeing support
• Ensure incoming patient calls are answered promptly, professionally, and in line with CARE ADHD standards
• Monitor and manage call performance, including call volumes, missed calls, response times, and call handling quality
• Act as an escalation point for complex or sensitive patient queries raised via phone
• Review and analyse call reasons and trends, feeding insights into wider Client Services and operational improvements
• Work closely with Bookings, Referrals, Customer Support, ALCs, and the Clinical Care Hub to resolve cross‑departmental queries
• Maintain accurate records and ensure patient confidentiality and data protection standards are upheld at all times
• Support recruitment, onboarding, and training of new Phone Support Officers
• Contribute to the development and maintenance of phone scripts, guidance, and escalation protocols
• Support the use and optimisation of phone systems and tools, identifying opportunities for improvement
• Produce regular reports on call performance and themes for the Head of Client Services and senior leadership

• Have previous experience leading or supervising a patient‑facing or…