Director of Client Services

Contract: Permanent

Reports to: Chief Operating Officer

Direct Reports: Head of Client Services – Adults, Head of Client Services – Under 18s, Feedback and Resolutions Manager and NHS Pathway Manager

Location / Working model: Canary Wharf office with regular travel to Bengaluru. Option to work from home 1-2 days per week.

Scope: Accountability for Client Services strategy, standards and operating model and outcomes globally (currently across the UK and India).

Purpose of the Role: To lead one high-performing Client Services function across the UK and Care ADHD’s Global Capability Centre (GCC) in Bengaluru, delivering a consistent, safe and human experience for patients, families and partners at scale.

About the role: The Director of Client Services will be a leader at a global scale and is responsible for the strategic leadership, performance, quality, workforce and operating model of Care ADHD’s non-clinical client-facing services across adult and Under 18s pathways.

Core Duties and Responsibilities:

• Global functional leadership and strategy: Set and deliver the global Client Services strategy, aligned to Care ADHD’s organisational priorities, growth plans and patient commitments.
• Service performance and operational control: Establish clear service levels, leading indicators and performance measures across demand, capacity, productivity, responsiveness, quality and patient experience.
• Patient experience, feedback and resolutions: Own the strategic approach to patient feedback, complaints and service recovery within Client Services.
• Quality, safety, risk and compliance: Embed proportionate controls that protect patients, confidentiality, service continuity and organisational reputation across all locations.
• Leadership, workforce and culture: Lead, coach and hold to account the Heads of Client Services, NHS Pathway Manager, Patient Services Manager – GCC and Feedback and Resolutions Manager.
• Transformation, systems and continuous improvement: Sponsor improvements to systems, automation and patient portal workflows that simplify service delivery and reduce failure demand.
• Partnerships and organisational leadership: Build effective relationships with clinical leaders, corporate functions, NHS partners and other external stakeholders.

To Thrive in this Role, You’ll need:

• Significant senior leadership experience in a large, complex, high-volume service or operations environment.
• Experience leading multi-layered teams through other senior leaders, with accountability for performance, quality, people and change.
• Demonstrable experience of leading services across multiple sites, countries or distributed delivery locations.
• Experience designing, implementing or materially improving an operating model, including role clarity, governance, controls and performance management.
• A strong record of scaling services while maintaining quality, responsiveness and operational control.

What Success Looks Like:

• UK and Bengaluru colleagues operate as one integrated Client Services function, with shared goals, consistent expectations and clear accountability.
• Patients and partners receive a reliable, responsive and human service regardless of where work is delivered.
• The global operating model is understood, documented and controlled, with clear ownership, hand-offs and escalation routes.

What you can expect from us:

• Hybrid working in our Canary Wharf Office 3-4 days per week, with regular travel to Bengaluru, India.
• 33 days holiday (including UK public holidays).
• A paid day off for your Birthday.
• £500 Stipend to help set up your Home Office.
• £500 Yearly Professional Development Fund.

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.