CYP Phone Support Team Lead

Full-time Permanent Associate

Posted 16 Oct 2026

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

Interviews will be held via Teams on 5th November

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 people leader who combines clear communication and operational discipline within patient-facing services.

This is not simply a customer service leadership role. The Phone Support Team Leader has day-to-day responsibility for creating an effective, well-supported and accountable frontline operation. This means developing people, managing performance, resolving escalations, identifying operational risks and recurring failures, and working collaboratively to improve the patient and family experience.

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

Day-to-day, you will take ownership of the Phone Support team, including:

• Supporting the team:
  Acting as the first point of contact for questions, guidance and day-to-day support, creating clear direction and consistency across the team.
• Patient and parent escalations:
  Taking ownership of more complex or sensitive queries, supporting service recovery and ensuring concerns are managed calmly, compassionately and through to resolution.
• One-to-ones and development:
  Holding regular and meaningful 1:1s, probation reviews and coaching conversations, helping colleagues develop their capability, confidence and performance.
• Performance:
  Taking clear ownership of team performance by monitoring KPIs, workloads, service levels and quality, providing timely feedback and addressing performance concerns where required.
• Processes and continuous improvement:
  Ensuring ways of working are followed consistently and identifying opportunities to make them simpler and more effective for both the team and our patients and families.
• Operational issues and recurring failures:
  Identifying themes, risks and repeat failures, understanding their underlying causes and…