Director of Client Services

• Salary: £90,000 – £120,000
• Contract: Permanent
• Reports to: Chief Operating Officer
• Direct Reports: Head of Client Services – Adults, Head of Client Services – Under 18s, Patient Services Manager – GCC, 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: Client Services globally (currently across the UK and India)

🚀 About CARE ADHD

CARE ADHD began as a small team with big ambitions, and has since grown into a global organisation supporting thousands of people across the UK and India. Though our teams are continents apart, we’re united by one mission: to make high quality neurodevelopmental care accessible to everyone who needs it.

We’re transforming private healthcare by making ADHD assessment and treatment more affordable, more personal and easier to access. Our client‑centred approach, lean methodology and commitment to continuous improvement shape everything we do. We embrace rapid learning, experimentation and our ‘fail fast’ ethos because we know innovation is the engine of better care.

What drives us is simple: opening a world of possibility for different minds. Neurodevelopmental support, when done well, is one of the highest‑impact interventions in healthcare. The right care gives people more agency, more stability and the chance we all deserve: to thrive and be happy.

We’re here to make that happen for as many people as we can.

If you join us, you become part of that story. We’ll make sure you feel supported, trusted and empowered to do your best work. There’s still plenty for us to learn, but we promise curiosity, collaboration and a lot of fun as we puzzle things out together. When talented people are given space to grow, extraordinary things happen – and we can’t wait to see what you help us achieve.

🎯 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.

This role sits within operations and works closely with:

• Chief Operating Officer and Executive Team
• Chief Medical Officer, clinical directors and pathway leadership
• Quality, Governance, Safeguarding and Data Protection teams
• GCC leadership and Bengaluru-based functional leaders
• PMO, Operational Excellence, Digital Operations, Operational Insights and Technology
• People team and Finance
• NHS commissioners, partners and other external stakeholders

👀 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. The role leads Client Services as one global function, spanning teams based in the UK and in Care ADHD’s Global Capability Centre in Bengaluru, India.

The department has scaled rapidly alongside the business. As Care ADHD continues to grow in size and complexity, this role provides the senior leadership capacity needed to develop a scalable, resilient and well-controlled global service model.

The Director will lead a newly structured function comprising the Heads of Client Services for Adults and Under 18s, the NHS Pathway Manager, the Patient Services Manager – GCC and the Feedback and Resolutions Manager, each supported by their respective teams. The adult service is established and high-volume. The Under 18s service is newly launched and scaling. The function must continue to evolve to support new pathways, new partnerships, greater operational maturity and consistent delivery across geographies.

This is a strategic role, but one that must remain deeply grounded in the lived experience of patients, families, partners and teams. The Director will set the standards, structures, performance discipline and leadership culture that shape how thousands of people experience Care ADHD every week.

Success will not be measured by the Director personally solving day-to-day problems. It will be measured by the strength of the leaders they build, the clarity of the systems they create, the quality of service delivered through others, and the function’s ability to absorb growth and change without loss of control, quality or humanity.

Department Overview

• Operating footprint – One Client Services function operating across the UK and the Bengaluru GCC (with plans to expand).
• Service scope – Adult and Under 18s neurodevelopmental assessment and treatment pathways, supporting NHS and private patients.
• UK leadership structure – Heads of Client Services for Adults and Under 18s, NHS Pathway Manager, Patient Services Manager – GCC, and Feedback and Resolutions Manager.
• GCC scope – A growing Bengaluru-based Client Services team delivering defined activities within the global service model.
• Systems and change – Patient portal and automation-enabled workflows supporting consistent, scalable service delivery.
• Leadership imperative – Build a genuinely integrated “one team” culture, with common standards, clear ownership and equitable access to information, development and decision-making.

Scope of authority

The Director is accountable for the overall performance, quality, development and strategic direction of Client Services across all pathways, services and delivery locations. Day-to-day service delivery sits with the Heads of Client Services and their leadership teams. The Director sets the functional strategy, global operating model, leadership expectations, service standards, governance framework and performance discipline that enable sustainable delivery at scale.

The Director is the senior escalation point for significant service, people, quality, partner, feedback and operational issues within the function. They are expected to exercise sound judgement on matters with broad organisational impact and to provide clear assurance to the COO and wider executive team.

The Director owns how work is designed and allocated across the UK and Bengaluru, while ensuring that any transition or expansion of GCC activity is safe, controlled, compliant and operationally sound. Local people management structures may sit within the GCC, but the Director remains accountable for functional direction, standards, capability and outcomes across the global Client Services team.

🧭 Core Duties and Responsibilities

1. 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.
• Lead the function as one team across the UK and Bengaluru, creating shared goals, consistent standards and a clear sense of collective identity.
• Translate strategy into a practical operating plan with clear outcomes, accountabilities, sequencing and measures.
• Act as a visible, credible and values-led senior leader who combines high standards with psychological safety and respect.

2. UK and Bengaluru GCC operating model

• Own the end-to-end global Client Services operating model, including where work is delivered, how it moves between teams, and how ownership transfers across locations and time zones.
• Line manage the Patient Services Manager – GCC, setting clear priorities, expectations and development goals.
• Work in close partnership with GCC leadership to build the Bengaluru Client Services team as a trusted and scalable extension of the function.
• Define clear service boundaries, decision rights, hand-offs, escalation routes and RACI arrangements across UK and GCC teams.
• Ensure transitions into the GCC are supported by robust readiness criteria, process documentation, training, quality controls and stabilisation plans.
• Maintain a regular leadership presence in Bengaluru and create strong, direct relationships with GCC colleagues.
• Create an inclusive global culture in which Bengaluru colleagues are involved early in service design, problem-solving and continuous improvement rather than treated solely as a delivery resource.

3. Service performance and operational control

• Establish clear service levels, leading indicators and performance measures across demand, capacity, productivity, responsiveness, quality and patient experience.
• Ensure leaders use reliable data to identify emerging pressure, take corrective action early and sustain recovery.
• Chair or sponsor appropriate performance and service delivery reviews, ensuring decisions, owners and follow-through are clear.
• Build the function’s capacity to scale without creating avoidable backlogs, fragmented ownership or dependence on individual heroics.
• Ensure operational plans account for differences in geography, working patterns, capability and service risk.

4. Patient experience, feedback and resolutions

• Line manage the Feedback and Resolutions Manager, setting clear priorities, expectations and development goals.
• Own the strategic approach to patient feedback, complaints and service recovery within Client Services, working within organisational governance and delegated responsibilities.
• Ensure feedback and complaints are handled consistently, compassionately, promptly and with appropriate independence and escalation.
• Use themes, root causes and learning from complaints, compliments, surveys and other feedback to drive measurable service improvement.
• Ensure senior leaders receive clear, evidence-based insight into emerging patient experience risks and the effectiveness of corrective action.
• Promote a culture in which feedback is welcomed as a source of learning and where teams can raise concerns without defensiveness or blame.

5. Quality, safety, risk and compliance

• Embed proportionate controls that protect patients, confidentiality, service continuity and organisational reputation across all locations.
• Ensure the function operates in line with relevant policies, information governance requirements, contractual obligations and regulatory expectations.
• Maintain clear risk, issue and escalation processes, with timely action and transparent assurance.
• Work closely with Clinical, Quality, Governance, Data Protection and Technology colleagues to ensure non-clinical workflows support safe clinical care.
• Ensure cross-border working arrangements, access controls and process design meet Care ADHD’s requirements for secure and appropriate handling of patient information.

6. 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.
• Build a strong global leadership model with clear spans of control, role clarity, succession plans and development pathways.
• Create workforce and capacity plans that match demand and support sustainable growth across both countries.
• Set expectations for visible leadership, consistent people management, constructive challenge and timely performance intervention.
• Build capability in problem-solving, data use, process ownership, change leadership and patient-centred decision-making.
• Ensure colleagues in both locations have the context, tools, training and authority needed to perform effectively.

7. Transformation, systems and continuous improvement

• Sponsor improvements to systems, automation and patient portal workflows that simplify service delivery and reduce failure demand.
• Ensure technology-enabled change is designed around end-to-end patient and colleague journeys, not isolated team efficiencies.
• Create disciplined mechanisms for identifying, prioritising, testing and embedding improvement opportunities.
• Partner with the PMO, Operational Excellence, Digital Operations and Technology functions to deliver change with clear benefits, adoption measures and operational ownership.
• Ensure process documentation, controls and management information remain current as the global model evolves.

8. Partnerships and organisational leadership

• Build effective relationships with clinical leaders, corporate functions, NHS partners and other external stakeholders.
• Represent Client Services in executive, governance and cross-functional forums, presenting clear insight, options, risks and recommendations.
• Contribute beyond functional boundaries as a senior organisational leader, balancing Client Services priorities with the needs of the whole business.
• Ensure commitments made to partners and patients are translated into operationally deliverable plans.

Direct reports

• Head of Client Services – Adults – Accountable for day-to-day delivery, performance and development of the adult Client Services pathway.
• Head of Client Services – Under 18s – Accountable for day-to-day delivery, performance and development of the Under 18s Client Services pathway.
• NHS Pathway Manager – Accountable for delivery and coordination of defined NHS pathway and partnership requirements.
• Patient Services Manager – GCC – Accountable for day-to-day leadership, performance and development of the Bengaluru-based Patient Services team within the global Client Services operating model.
• Feedback and Resolutions Manager – Accountable for the effective management of patient feedback, complaints, service recovery and organisational learning within their remit.

🚀 To Thrive in this Role, You’ll need:

Essential experience

• 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.
• Experience using data and insight to manage performance, forecast pressure and drive intervention.
• Experience leading sensitive complaints, escalations or service recovery at a senior level.
• Experience delivering significant systems, automation or process transformation.
• Confidence operating with executive stakeholders and presenting complex issues clearly and constructively.

Desirable experience

• Leadership experience in healthcare, a regulated service, or another environment where operational decisions have direct customer or patient impact.
• Experience building or integrating a Global Capability Centre, shared service, offshore or nearshore delivery team.
• Experience working across UK and India-based teams and building effective cross-cultural leadership practices.
• Experience of NHS-funded services, contractual service levels or commissioner relationships.
• Experience of complaints governance, customer advocacy, patient experience or formal resolution functions.

Essential Leadership Capabilities

• Global leadership – Builds trust and common purpose across geography, culture and organisational boundaries.
• Strategic judgement – Sees the whole system, makes sound trade-offs and turns complexity into clear direction.
• Operational grip – Creates visibility, disciplined follow-through and early intervention without micromanaging.
• Patient-centred thinking – Keeps patient and family experience central to design, decisions and recovery.
• Leadership through others – Sets clear expectations, coaches effectively and creates accountable leaders.
• Change leadership – Builds readiness, brings people with them and converts change into sustained operational practice.
• Data-led decision-making – Uses evidence, not anecdote, while remaining curious about what the data may not show.
• Constructive courage – Addresses difficult issues early, listens well and challenges without blame or defensiveness.
• Inclusive collaboration – Values expertise across both countries and ensures decisions are not dominated by location or hierarchy. ****

THE LEADERSHIP STANDARD

This role is accountable for creating a Client Services function that can grow globally without becoming fragmented: one team, clear ownership, strong controls and a consistently human service.

Behaviours and Culture Add, not just Culture Fit

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, behaviours and willingness to learn, adapt and improve that protect the supportive culture we’ve built, and help us thrive together. Below are behaviours we value, with a few of our principles.

• Kindness – treat colleagues and clients with respect and care.
• Transparency – communicate openly to build trust.
• Reflection – learn from experience and adapt.
• Growth mindset – welcome feedback and challenges.
• Accountability – own outcomes and learn from mistakes.
• Solution‑seeking – focus on constructive ways forward.
• Collaboration – share ideas and celebrate collective success.
• Assume Good Intent – Stay open, not cynical.
• Share the Context – Bring people in to the ‘why, not just the ‘what’.
• Move with Care – Move fast where it’s safe – and slow down where trust, wellbeing or clinical decisions demand extra attention.
• Prove then Improve – Move Quickly, but don’t rely on hunches.

• Partner with Integrity – Be true to your word

🎯 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.
• GCC activity expands safely and sustainably, with transitions meeting defined readiness and quality standards.
• Service pressure is identified early through leading indicators, and leaders take timely action before performance deteriorates.
• Patient feedback and complaints lead to visible learning, stronger controls and measurable service improvement.
• The Heads of Client Services, NHS Pathway Manager, Patient Services Manager – GCC and Feedback and Resolutions Manager are effective, accountable and increasingly able to lead without unnecessary escalation.
• The function can absorb growth and change without losing grip, quality, pace or humanity.
• Executive and governance forums receive clear, credible assurance about performance, risk, patient experience and recovery actions.

🌟 Measures of Success

• Patient Experience – Responsiveness, communication quality, complaints and feedback themes, resolution quality, and evidence of learning.
• Service delivery – Demand, capacity, backlog, waiting times, service levels, productivity, quality and avoidable rework.
• Global integration – Clarity of ownership, hand-off quality, process adherence, cross-location collaboration and successful transition of activity.
• Leadership and workforce – Leadership effectiveness, retention, capability, succession strength, engagement and sustainable spans of control.
• Risk and assurance – Timely escalation, control effectiveness, action closure, auditability and confidence of executive and governance stakeholders.
• Change and scalability – Adoption of systems and new ways of working, realised benefits, process maturity and reduced dependence on manual intervention.

Role requirements

• Regular travel to Bengaluru will be required to build relationships, maintain leadership visibility and support the continued development of the GCC Client Services function.
• The postholder will need to work flexibly across UK and India time zones when business-critical collaboration, incidents or transition activity require it.
• The role carries responsibility for handling sensitive patient, colleague and commercial information and must model the highest standards of confidentiality and judgement.
• The postholder must be comfortable balancing strategic leadership with sufficient operational proximity to understand service reality and intervene appropriately.

🙏 What you can expect from us

• Competitive salary
• 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)
• Team get‑togethers
• A paid day off for your Birthday
• Office equipment on joining
• £500 Stipend to help set up your Home Office
• £500 Yearly Professional Development Fund

📅 Our Hiring process

We aim to make our hiring process as streamlined as possible.

What to Expect

⏰ Applications will close on 16th September

📩 We’ll aim to contact shortlisted candidates by 16th September.

💻 Initial Microsoft Teams calls with one of our Talent Acquisition Specialists will take place on the 17th and 18th September**,** the perfect chance for us to get to know each other more.

👥 Interviews will be held on the 23rd September in our Canary Wharf office.

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.