Customer Success Co-ordinator

City of Edinburgh, Scotland EH1, United Kingdom • £28,000 - £36,000

Full-time Permanent Associate

Salary:£28k - £34k (based on experience)

Reports to
: CS Team Leader

Ideal Start: ASAP

Location
:
Initially Remote within the UK, Moving to an Edinburgh office, fully onsite with details TBC

We'll aim to contact shortlisted candidates by Friday 13th November

Initial Microsoft Teams calls with one of our Head of Talent will take place on Monday 16th November, the perfect chance for us to get to know each other more.

Remote Interviews will be held from Tuesday 17th November
- Friday 20th November

In Person training for successful candidates will take place in Canary Wharf week commencing 30th November, (Expense policy will be provided for accomodation and travel)

Join Us at Noodle:
Shaping the Future of Accessible Healthcare

At Noodle, we deliver ADHD and autism services for children, young people and adults, making assessments and treatment more accessible to the people and families who need them. Our patient-centred approach, combined with a focus on continuous improvement, drives our commitment to excellence. We embrace an innovative mindset, encouraging rapid learning and adaptation as we grow, and we are committed to pushing boundaries to improve how neurodivergent people access care.

What we are looking for?

Every patient and family who comes to Noodle is looking for answers, support and reassurance. As a Customer Success Co-ordinator, you'll play a vital role in making sure they receive all three.

This is far more than a traditional customer service role. You'll become a trusted guide throughout a patient's ADHD or autism journey, helping children, young people, adults and their families navigate assessments, treatment and the questions that arise along the way.

Working closely with our clinical and operational teams, you'll solve problems, coordinate patient pathways and make sure every interaction is handled with empathy, accuracy and care. No two days are the same, so we're looking for someone who enjoys variety, thrives in a fast-moving environment and genuinely cares about making a difference.

To thrive in this role you’ll need to:

• Organising assessments: scheduling and coordinating ADHD and autism assessment appointments for children, young people and adults, making sure patients and families are prepared, informed and supported before, during and after their appointment.
• Arranging titration appointments: booking and managing titration appointments with clinicians, keeping patients on track with their treatment plans and ensuring follow-ups are timely.
• Handling patient phone calls: acting as a calm, reassuring first point of contact for inbound and outbound calls, resolving queries and guiding patients through their pathway.
• Responding to chatbot and live chat queries: picking up conversations escalated from our chatbot, and responding to live chat and email enquiries promptly, accurately and with empathy.
• Working with our India team: collaborating closely with colleagues in India, with clear handovers and communication, to deliver a seamless patient journey from first enquiry through to treatment and beyond.
• Supporting patients and their families through every stage of their ADHD or autism pathway, including appointments, reports, prescriptions and pathway queries.
• Working closely with clinicians and operational teams to resolve complex patient queries.
• Identifying potential risks, safeguarding concerns or clinical issues and escalating these appropriately.
• Investigating problems thoroughly before providing clear, patient-friendly solutions.
• Accurately updating patient records across multiple internal systems.
• Following established processes whilst recognising opportunities to improve them.
• H…