CYP Phone Support Specialist – Temp (6-month Fixed term
contract)
Salary: £26,000–£30,000(full time equivalent) depending
on experience
Location: Remote (UK only -with visits to our
Canary Wharf office for training, development, and team meetings)
Hours: Full-time, Monday–Friday
Team: Children & Young People (CYP) Client
Success
Reporting to: Head of Client Services for CYP
Please note: You will be required to attend an in-person
training day at our Canary Wharf office on your first day of employment.
✨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
Specialist Temp 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:
-
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 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)
