CYP Bookings Team Leader - Remote in London

Salary: £37,000

Location: Remote (UK only)

Hours: Full-time, Monday–Friday

Reporting to: Head of Client Services

Role closes: 9th June – may close earlier depending on volume of applications

Join us at The Centre for ADHD Research and Excellence: Shaping the Future of Accessible Healthcare.

At CARE ADHD, we’re building neurodevelopmental healthcare services that are more accessible, compassionate and easier for families to navigate. As our Children & Young People (CYP) service continues to scale, we’re looking for an experienced and operationally strong CYP Bookings Team Leader to lead our growing bookings function. This is a hands‑on leadership role sitting at the centre of patient operations, supporting both families and team members through a fast‑moving and evolving service environment.

You’ll lead a team responsible for coordinating assessments and pathway progression across our CYP services, helping ensure families receive clear communication, appointments progress smoothly and operational risks are identified early.

What we are looking for:

• Previous experience directly line managing or supervising teams
• Experience managing operational workflows, OKRs and service delivery
• Confidence handling escalations and emotionally sensitive situations
• Experience balancing people leadership with operational oversight
• Experience working in fast‑paced environments with changing priorities
• Experience within healthcare, CYP services, mental health, neurodevelopmental services or another regulated environment would be highly beneficial

You’ll need to be somebody who can:

• Create structure and accountability
• Support and develop team members
• Manage operational pressure calmly
• Communicate clearly and compassionately
• Help stabilise and improve processes as the service continues to grow

What you’ll be doing:

• Lead and line manage the CYP Bookings Coordinators team
• Run regular 1:1s, coaching conversations and performance management where required
• Support onboarding and development for new starters
• Oversee appointment booking, cancellations, rebooking and clinic utilisation across CYP services
• Monitor operational KPIs, workloads and pathway progression
• Support the team with escalations, distressed families and complex operational issues
• Identify bottlenecks, delays or recurring operational themes and escalating appropriately
• Work closely with Referrals, Customer Support, Clinical and wider operational teams
• Support rota planning, workload balancing and operational prioritisation
• Help maintain high standards of communication and patient experience across the bookings function
• Contribute to process development and shaping how CYP operations continue to scale

To thrive in this role you’ll need to:

• Have previous experience directly leading or supervising bookings, scheduling or operational support teams
• Feel confident managing performance, accountability and difficult conversations
• Be highly organised and comfortable balancing people leadership with operational delivery
• Have experience working in high‑volume, fast‑paced environments
• Be confident managing competing priorities and making operational decisions under pressure
• Have strong written and verbal communication skills
• Feel comfortable supporting families during emotionally sensitive situations
• Be proactive, solutions‑focused and operationally minded
• Work collaboratively across teams and communicate effectively with both operational and clinical colleagues
• Stay calm, professional and consistent during periods of pressure and change
• Be confident using operational systems, trackers and KPI data to manage team performance and service delivery

Optional Bonus Points If You:

• Have experience working within CYP services, CAMHS, healthcare or another regulated environment
• Have experience managing clinician diaries or high‑volume appointment scheduling
• Have worked within neurodevelopmental or mental health services
• Have experience handling complaints, escalations or service recovery

What We Value:

• Kindness — treating colleagues, partners and everyone we support with respect and care
• Transparency — being open and honest so that trust can grow
• Reflection — pausing to learn from experience and improve together
• Growth mindset — always welcoming feedback and challenges as opportunities to develop
• Accountability — taking ownership of our actions and outcomes, not to assign blame, but to learn, adapt, improve and move forward
• Solution‑seeking — focusing on constructive ways forward, even when things are tough
• Collaboration — sharing ideas, supporting one another and celebrating collective success

What You Can Expect From Us:

• Competitive salary
• Work remotely in the UK and hybrid in our Canary Wharf office
• 33 days holiday, including UK public holidays
• Team get‑togethers
• A paid day off on your birthday
• Office equipment upon joining
• Pension contribution
• Be part of one of the UK’s most ambitious HealthTech start‑ups

Diversity Statement:

At Care ADHD, we’re committed to building a diverse and inclusive environment. We encourage applications from candidates of all backgrounds, especially those from historically marginalised communities, as we work together to create a more equitable future.