CYP Phone Support Specialist

✨Join Us at The Centre for ADHD Research and Excellence: Shaping the Future of Accessible Healthcare✨

At Cresco Clinic (part of The Centre for ADHD Research & Excellence), we’re revolutionising ADHD care by making assessments and treatment more accessible for everyone. With the launch of our new Children & Young People (CYP) Experience Hub , and a mission rooted in compassion, we’re building a service that puts young people and their guardians at the heart of everything we do.

✨ Why Work With Us?

As we launch our new CYP Experience Hub, we’re looking for motivated and empathetic Phone Support Specialists to join the team. You’ll be the first voice people hear when they call - answering questions, providing guidance, and ensuring every interaction leaves them feeling supported and reassured.

By joining as we launch this exciting new service, you’ll be an integral part of a brand new team. You’ll be joining people who value patience, kindness, and accountability - qualities that guide how we support the people we serve and how we collaborate internally.

We’re a rapidly scaling HealthTech organisation, and the opportunities to grow here are plenty. If you’re ready to play a vital role in shaping how people experience ADHD care, we want to hear from you!

What You’ll Be Doing:

• Answering inbound calls from young people and their caregivers, providing timely and empathetic support.
• Proactively following up on queries and ensuring no one feels left in the dark.
• Helping young people and guardians navigate the ADHD care journey by signposting, clarifying processes, and escalating issues where needed.
• Logging call outcomes accurately in our systems (EMIS, Front, Aircall, etc.) to ensure smooth communication across teams.
• Supporting colleagues in the wider CYP Experience Hub and the Clinical Care Hub with updates and queries from children, young people, guardians and other organisations.
• Managing both routine enquiries and sensitive calls with professionalism, patience, and care.

What We’re Looking For:

To thrive in this role, you’ll need:

• 2+ years of customer support or call centre experience, ideally in healthcare or other high-empathy environments.
• Excellent listening skills and the ability to de-escalate difficult conversations calmly and constructively, with warmth, patience and composure.
• Strong communication skills, both verbal and written.
• Confidence using multiple systems and tools at once (experience with EMIS, Front, or Aircall is a bonus but not essential).
• Ability to manage a high call volume without compromising on quality.
• A genuine passion for supporting children, young people, and their guardians.

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
• Hybrid (work from anywhere in the UK, with regular visits to our Canary Wharf office for training, development and team meetings throughout the year)
• Team get-togethers
• Office equipment when you join
• Pension contribution
• Be part of one of the UK’s most ambitious HealthTech start-ups

Beyond the benefits, you’ll find a team that celebrates wins, learns from challenges, and genuinely looks out for one another.

️Our Hiring Process

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

• A Talent call with our Talent Acquisition Specialist
• An Interview with our Hiring Manager
• Offer!

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.