CYP Phone Support Specialist - Remote

Location: Remote (UK only - with regular visits to our Canary Wharf office for training, development and team meetings throughout the year)

Hours: Full-time, Monday–Friday

Reporting to: Head of Client Services

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

At Care ADHD, we're on a mission to make ADHD care more accessible, compassionate and easier to navigate for children, young people and their families. Our Under 18s Service supports families through what can often feel like an overwhelming journey. We know that behind every phone call is a parent seeking answers, a young person looking for support, or a family simply trying to understand what happens next. That's why experience matters just as much as efficiency.

We're looking for experienced Phone Support Specialists to join our growing CYP Experience Hub. You'll be one of the first voices families hear when they contact us, helping them feel informed, reassured and supported, even during difficult conversations. This is a frontline contact centre role in a busy, fast-paced environment. You'll need to be comfortable managing a high volume of calls whilst maintaining empathy, professionalism and attention to detail.

What You’ll Be Doing:

• Answering a high volume of inbound calls from parents, carers and young people.
• Providing clear, compassionate and accurate information about the ADHD pathway.
• Managing sensitive conversations with professionalism and empathy.
• De-escalating frustrated or distressed callers and helping them feel heard and supported.
• Following up on queries and ensuring families aren't left without updates.
• Logging call outcomes accurately across multiple systems including Front, EMIS and Aircall.
• Escalating safeguarding concerns and urgent issues appropriately.
• Working closely with colleagues across the CYP Experience Hub and Clinical Care Hub.
• Supporting service improvements by identifying recurring themes and opportunities to improve the patient experience.
• Adapting to changing priorities and contributing positively to a growing service.

What We’re Looking For:

• At least 2 years' experience working in a busy frontline contact centre or high-volume phone environment.
• Experience managing a high volume of inbound calls whilst maintaining quality and professionalism.
• Excellent verbal and written communication skills.
• Experience handling 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.
• Previous experience within healthcare, mental health or other high-empathy environments.
• Experience using systems such as EMIS, Front, Aircall or similar platforms.
• Understanding of ADHD or neurodevelopmental services.

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:

• Work remotely from anywhere in the UK.
• Team get-togethers.
• 33 days holiday (including UK public holidays).
• A paid day off on your birthday.
• Office equipment when you join.
• Pension contribution.
• Be part of one of the UK’s most ambitious Health Tech start-ups with plenty of room for growth.

We aim to make our hiring process straightforward and supportive. Stage 1: Application and screening questions. Stage 2: Short screening interview with our Talent Team. Stage 3: Competency-based interview with our Head of Client Services, including a call-handling scenario. Stage 4: Offer and onboarding. We aim to keep the process straightforward, supportive and respectful of people’s time.

Beyond the benefits, you’ll find a team that celebrates wins, learns from challenges, and genuinely looks out for one another.

Apply with Confidence: Studies show that men apply for roles when they meet around 60% of the qualifications, whereas women and other marginalised groups often apply only if they meet every requirement. If you believe you’re a great fit but don’t meet every single requirement, we encourage you to apply! 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.

Closing date - 15th July 2026 (may close earlier due to volume of applications).

Company Overview: 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.