At a Glance
- Tasks: Support families by answering calls and providing compassionate information about ADHD pathways.
- Company: Join a dynamic health-tech start-up focused on children and young people's wellbeing.
- Benefits: Enjoy a competitive salary, remote work, 33 days holiday, and a paid day off for your birthday.
- Other info: Be part of a diverse team with opportunities for personal and professional growth.
- Why this job: Make a real difference in families' lives while growing your career in a supportive environment.
- Qualifications: 2+ years in a busy contact centre, excellent communication skills, and a passion for service.
The predicted salary is between 26000 - 30000 £ per year.
Salary: £26,000–£30,000 depending on experience
Location: Remote (UK only, regular visits to Canary Wharf office for training and team meetings)
Hours: Full-time, Monday–Friday
Team: Children & Young People (CYP) Operations
Reporting to: Head of Client Services
About the role
We are seeking experienced Phone Support Specialists to join our growing CYP Experience Hub. You will be the first point of contact for families, helping them feel informed, reassured, and supported. This frontline contact‑centre role requires managing a high volume of calls while maintaining empathy, professionalism, and attention to detail.
Responsibilities
- Answer a high volume of inbound calls from parents, carers, and young people.
- Provide clear, compassionate, and accurate information about the ADHD pathway.
- Manage sensitive conversations with professionalism and empathy.
- De‑escalate frustrated or distressed callers and help them feel heard and supported.
- Follow up on queries to ensure families receive updates.
- Log call outcomes accurately across multiple systems, including Front, EMIS, and Aircall.
- Escalate safeguarding concerns and urgent issues appropriately.
- Collaborate closely with colleagues across the CYP Experience Hub and Clinical Care Hub.
- Contribute to service improvements by identifying recurring themes and opportunities to enhance the patient experience.
- Adapt to changing priorities and contribute positively to a growing service.
Qualifications
- At least 2 years’ experience in a busy frontline contact centre or high‑volume phone environment.
- Proven ability to handle a high volume of inbound calls while maintaining quality and professionalism.
- Excellent verbal and written communication skills.
- Experience managing difficult, emotional, or complex conversations.
- Strong organisational skills and attention to detail.
- Confidence using multiple systems simultaneously.
- Ability to remain calm, resilient, and solution‑focused under pressure.
- A genuine passion for delivering outstanding service.
Bonus Points
- Previous experience within healthcare, mental health, or other high‑empathy environments.
- Experience with systems such as EMIS, Front, Aircall or similar platforms.
- Understanding of ADHD or neuro‑developmental services.
Benefits
- Competitive salary.
- Remote work from anywhere in the UK.
- Team get‑togethers.
- 33 days holiday (including UK public holidays).
- One paid day off on your birthday.
- Office equipment when you join.
- Pension contribution.
- Opportunity to be part of one of the UK’s most ambitious health‑tech start‑ups with plenty of room for growth.
We are committed to building a diverse and inclusive environment. We encourage applications from candidates of all backgrounds, especially those from historically marginalised communities.
CYP Phone Support Specialist - Remote employer: Care ADHD
Join a dynamic and compassionate team as a CYP Phone Support Specialist, where you will play a vital role in supporting families navigating the ADHD pathway. Enjoy the flexibility of remote work while benefiting from a competitive salary, generous holiday allowance, and opportunities for professional growth within one of the UK's most ambitious health-tech start-ups. Our inclusive work culture fosters collaboration and innovation, ensuring that every team member feels valued and empowered to make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land CYP Phone Support Specialist - Remote
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Care ADHD. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Care ADHD before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CYP Phone Support Specialist - Remote
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Care ADHD:Your cover letter is your chance to shine! Tell us why you want to work at Care ADHD specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Care ADHD!
How to prepare for a job interview at Care ADHD
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
