CYP Phone Support Specialist
Salary: £26,000–£30,000 depending on experience
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
Team: Children & Young People (CYP) Operations
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.
💫Why Work With Us?
You’ll be joining an ambitious and rapidly growing healthcare organisation at an exciting point in our journey.
You’ll become part of a team who genuinely care about each other and the people we support. We celebrate wins together, learn from challenges, and never lose sight of why we’re here.
You’ll have the opportunity to help shape a developing service, influence how families experience ADHD care, and grow your own career as we continue to expand.
🚀 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.
- A genuine passion for delivering outstanding service.
✨Bonus Points:
- 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
Care is at the heart of who we are – in how we support patients, and in how we treat each other as colleagues. We believe the way we show up for each other is just as important as what we do. Skills matter, but it’s our mindset and behaviours that protect the supportive culture we’ve built, and help us thrive together. We value:
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Kindness – treating colleagues, partners, and everyone we support, with respect and care.
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Transparency – being open and honest so that trust can grow.
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Reflection – pausing to learn from experience and improve together.
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Growth mindset – always welcoming feedback and challenges as opportunities to develop.
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Accountability – taking ownership of our actions and outcomes, not to assign blame, but to learn, adapt, improve, and move forward.
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Solution-seeking – focusing on constructive ways forward, even when things are tough.
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Collaboration – sharing ideas, supporting one another, and celebrating collective success.
🙏🏻What You Can Expect from Us
- Competitive salary
- 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
🗓️Our Hiring Process
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)
