Feedback and Resolutions Team Lead

Full-time Permanent Mid-level Senior

Posted 16 Oct 2026

Feedback & Resolutions Team Leader

Location: Edinburgh (Office Based), initially remote

Hours: Full-time, Monday–Friday

Reports to: Head of Feedback & Resolutions

Ideal start date: As soon as possible

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

Interviews will be held via Teams on 5th November

Join CARE ADHD:
Shaping the Future of Accessible Healthcare

At the Centre for ADHD Research and Excellence (CARE ADHD), we're making private ADHD assessments and treatment more affordable and accessible to those who need them.

Our patient-centred approach, combined with lean methodology and a commitment to continuous improvement, drives everything we do. We embrace innovation, encourage rapid learning through our fail fast ethos, and continually look for better ways to deliver outstanding care.

With ambitious plans to become the largest ADHD service provider outside the NHS within the next five years, we're looking for people who share our passion for making a meaningful difference.

What we're looking for

We're seeking an experienced Feedback & Resolutions Team Leader to lead the day-to-day delivery of our complaints, feedback and service recovery function.

Reporting to the Head of Feedback & Resolutions, you'll ensure patient concerns are handled promptly, fairly and empathetically, in line with applicable NHS complaints standards, CQC expectations and CARE ADHD policies.

This is a varied leadership role combining operational oversight, people management, governance and continuous improvement. You'll support your team to deliver consistent, high-quality outcomes while ensuring patient feedback translates into meaningful service improvements.

You’ll also play a vital role in creating a supportive environment where colleagues feel confident managing challenging situations, understand their boundaries and have access to the guidance and wellbeing support they need.

Leadership and people management

• Lead and support the Resolutions Specialists, providing clear direction, coaching and day-to-day operational oversight.
• Conduct regular one-to-ones, team meetings, performance reviews and development conversations.
• Support colleague wellbeing, particularly when managing emotionally demanding, complex or challenging complaints.
• Build a culture of accountability, collaboration, reflection and continuous improvement.
• Identify training needs and support colleagues to develop their complaint-handling skills and confidence.

Complaints and service recovery

• Oversee the full complaint lifecycle, from acknowledgement and investigation through to response, resolution and follow-up.
• Ensure complaints and feedback are managed within agreed timescales and in accordance with internal policies and applicable regulatory requirements.
• Review complaint responses to ensure they are empathetic, accurate, proportionate, clear…