CYP Feedback and Resolutions 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 families at the heart of everything we do.

We know that starting an ADHD journey can feel daunting, especially for children, teenagers, and their guardians. That’s why we’re creating dedicated roles to ensure everyone we work with has expert guidance and support, from start to finish.

With ambitious plans to expand our service, including the launch of an ASC pathway in 2026, we’re looking for empathetic, organised and motivated people to help us deliver outstanding care and support.

✨ Why Work With Us?

Children, young people and their guardians deserve to feel heard. As a CYP Feedback & Resolutions Specialist, you’ll be at the heart of making sure they are. This role combines proactive feedback gathering with resolving challenges, giving families confidence that their voices directly shape how we work.

You’ll manage complaints with fairness and compassion, but also actively seek out feedback to help us continuously improve. Your insights will feed straight back into service design, helping us deliver better, faster, and more human-first ADHD care.

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:

• Acting as a point of contact for feedback, concerns, and complaints from CYP's and their guardians.
• Proactively reaching out to young people/their guardians at key points in the pathway to gather structured feedback.
• Analysing feedback trends and sharing insights that directly inform service improvements.
• Investigating and resolving escalated concerns, collaborating with clinical, bookings, and operations teams.
• Drafting clear, empathetic responses to young people/their guardians, ensuring transparency and reassurance.
• Tracking all feedback and resolutions for accurate reporting and learning.
• Feeding into the design of policies, SOPs, and workflows to prevent repeat issues and strengthen the experience for the people we serve.
• Acting as a voice of the patient

💫 What We’re Looking For:

To thrive in this role, you’ll need:

• 2+ years’ experience in complaints handling, patient experience, or a feedback/engagement role.
• A natural listener with strong empathy, patience, and resilience - able to handle difficult conversations calmly and fairly.
• Excellent written and verbal communication skills, able to explain complex or sensitive issues clearly.
• A proactive, problem-solving mindset - comfortable moving from “what went wrong” to “how do we make it better?”
• Experience gathering, interpreting, and reporting on feedback to drive change.
• Familiarity with support systems (Front, Airtable, EMIS, etc.) and confident managing multiple cases.
• Healthcare or regulated environment experience is a plus.

🤩What We Value:

Care is at the heart of who we are - in how we support the people we serve, 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.