Phone Support Specialist - Remote

1w1 week ago

Care ADHD

City of London, GB · Full-time · £26,000 – £29,000

About this role

At CARE ADHD, we're revolutionising private healthcare by making ADHD assessments and treatment more affordable and accessible. As Phone Support Specialist, you'll be the first point of contact for clients navigating their ADHD journey. You'll provide clear, empathetic support to ensure every caller feels heard and guided.

Your day involves answering incoming calls from private clients and NHS patients with friendly, professional support. Handle general enquiries about ADHD assessments, treatment options, and service availability. Direct callers to appropriate teams, log details accurately, and follow up as required.

Maintain a compassionate approach for distressed callers while using tools like Aircall, Front, SharePoint, and MS Teams. Work collaboratively with Client Success and Clinical teams for smooth service delivery. Thrive in a fast-paced remote environment with a focus on continuous improvement.

CARE ADHD is scaling rapidly with ambitious plans to become the largest ADHD provider outside the NHS. Join a passionate team of changemakers built on transparency, support, and learning. Contribute to transforming ADHD care with exciting career growth opportunities.

Requirements

Experience in phone-based customer support, preferably in healthcare or a similar service-oriented field
Excellent verbal communication skills, with the ability to explain information clearly and empathetically
A calm and patient approach, particularly when speaking to distressed or frustrated callers
Strong attention to detail and accuracy when logging call information
Ability to prioritise tasks and manage time effectively in a fast-paced, remote environment
Confidence in handling multiple calls per day while maintaining a high standard of service
A proactive attitude with the ability to problem-solve and escalate issues when needed

Responsibilities

Answer incoming calls from private clients and NHS patients, providing friendly, professional support
Handle general enquiries about ADHD assessments, treatment options, and service availability
Direct callers to the appropriate teams or resources when necessary
Log call details accurately in the system and follow up where required
Maintain a compassionate and patient approach when speaking to distressed or anxious individuals
Work collaboratively with Client Success and Clinical teams to ensure smooth service delivery
Use tools such as Aircall, Front, SharePoint, and MS Teams to manage client interactions