Job Description

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


At CARE ADHD, we're revolutionising private healthcare by making ADHD assessments and treatment more affordable and accessible to those who need it. Our client-centred approach, combined with lean methodology and a focus on continuous improvement, drives our commitment to excellence. We embrace an innovative mindset, encouraging rapid learning and adaptation through our 'fail fast' ethos. With ambitious plans to become the largest ADHD service provider outside the NHS within the next five years, we are committed to pushing boundaries and fostering innovation.


Why Work With Us?


As CARE ADHD continues to grow, we're searching for a talented and motivated Feedback and Resolutions Specialist to become an integral part of our team. In this role, you'll play a key part in enhancing client experiences by addressing feedback with care and professionalism, helping clients feel heard and supported on their ADHD journey.


Your work will drive improvements across the organisation and will help to ensure our clients receive the high level of service they deserve. CARE ADHD is scaling rapidly, creating exciting opportunities for career growth and development. We're a passionate team of changemakers, committed to a culture built on transparency, support, and continuous growth. We are solution seekers, and we work hard to safeguard the respectful and supportive culture that makes CARE a great place to grow and thrive. If you're ready to contribute to a mission that transforms ADHD care, we want to hear from you!


What You'll Be Doing


We are seeking a proactive and empathetic Feedback and Resolutions Specialist to join our growing team. In this critical role, you will be responsible for managing and responding to customer feedback across multiple public and internal platforms, addressing complaints with professionalism and care, and driving improvements in customer experience. You will also play a key role in gathering valuable insights through customer advocacy programs and internal surveys, helping to shape our services based on client needs and feedback.


This role reports to the Feedback and Resolutions tam leader and the successful candidate will work closely with our wider client success team. This fully remote role sits within a friendly, growing department, and the hours of work are 9am-5pm, Monday-Friday.


Public Feedback Management:


Monitor and proactively respond to public reviews on platforms such as Trustpilot, Reddit, and Google Reviews, maintaining a professional, empathetic, and brand-consistent tone.
Engage with reviewers to address concerns, resolve issues, and showcase our commitment to exceptional service.
Identify trends in public feedback and provide actionable recommendations to improve customer experience and reputation.


Complaint Handling:


Serve as the primary point of contact for client complaints, managing cases with a solutions-oriented approach.
Collaborate with internal teams, including clinicians and operations, to investigate and resolve complex issues swiftly and effectively.
Document and track all complaints, resolutions, and trends to support continuous improvement.


Customer Advocacy and Feedback Programs:


Support with the design and implementation of initiatives to gather customer feedback, including surveys, interviews, and focus groups.
Develop and manage an advocacy program to nurture relationships with satisfied customers and amplify positive experiences.
Analyse feedback data to identify opportunities for service enhancements and share insights with relevant teams.


Process Optimisation:


Recommend workflows to streamline the handling of complaints and public feedback, ensuring timely and efficient resolutions.
Continuously review and improve processes to align with best practices and regulatory standards.


Collaboration:


Partner with the Client Success and Marketing teams to align public responses with the company's values and messaging.
Contribute to team meetings, training sessions, and cross-departmental initiatives to enhance overall client satisfaction.


What We're Looking For


To thrive in this role, you'll need:


Experience


Minimum 4+ years of experience in a complaints handling, customer success, or reputation management role, ideally in healthcare, healthtech, or a similar client-facing sector.
Proven experience managing public-facing feedback and reviews.
Experience in a remote or hybrid working environment.


Skills:


Exceptional interpersonal and communication skills, with the ability to convey empathy and professionalism in written and verbal interactions.
Excellent organisational skills, with the ability to manage multiple cases and priorities simultaneously.
Analytical mindset, with the ability to identify patterns and make data-driven recommendations. o Proficiency with tools like Trustpilot, Reddit, Google Reviews, survey platforms, and CRM systems.
A proactive attitude with a passion for resolving issues and enhancing client experiences.
Experience working in a high-growth start-up. o Familiarity with healthcare regulations and patient privacy standards (e.g., GDPR, CQC).
Knowledge of ADHD or mental health services.


Bonus Points:


Experience with electronic patient record (EPR) systems. Eg:, EMIS
Knowledge of healthcare terminology and practices.
Experience working in a high-growth start-up.


What You Can Expect from Us


Competitive salary of 30k -35k depending on experience
A fully remote position with the opportunity to join in-person events and meet-ups throughout the year. Please note this role is only open to UK residents with eligibility to work in the UK.
25 days Holiday plus Bank 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 HealthTech start-ups


Our Hiring Process


We aim to make our hiring process as streamlined as possible. Shortlisted candidates will be asked to complete a brief online assessment and attend a 1-hour interview with Kat, our Head of Customer Experience.


In your cover letter, please include the phrase 'Innovative healthcare transformation' at the very beginning. This helps us know you've taken the time to read the full job description and follow the instructions. It's a small detail that makes a big difference, so please make sure it's included to ensure your application is considered.


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.


Company Overview


At CARE ADHD, we're revolutionising private healthcare by making ADHD assessments and treatment more affordable and accessible to those who need it. Our client-centred approach, combined with lean methodology and a focus on continuous improvement, drives our commitment to excellence. We embrace an innovative mindset, encouraging rapid learning and adaptation through our 'fail fast' ethos. With ambitious plans to become the largest ADHD service provider outside the NHS within the next five years, we are committed to pushing boundaries and fostering innovation.