Head of Client Services

Salary: £50k-£60k

Reports to: Chief Operating Officer

Start: ASAP

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 looking for a dynamic and strategic Head of Client Services to lead and scale our client experience function. This role is pivotal in shaping and enhancing the end-to-end client journey, ensuring that every interaction is seamless, efficient, and impactful. You will define and execute client success strategies that improve retention, satisfaction, and advocacy while driving operational efficiency across our services.

This role will report into our COO and we are looking for a highly motivated leader who thrives in a fast-paced, high-growth environment and is excited by the challenge of excecuting scalable systems and processes. If you're passionate about making a tangible difference in ADHD care, we want to hear from you!

What You’ll Be Doing

• Collaborate with key stakeholders to deliver a comprehensive client success strategy, ensuring a seamless, high-quality experience across all client/patient support touchpoints.
• Execute processes and workflows to enhance efficiency, optimise resource allocation, and improve service delivery.
• Leverage technology and automation to improve response times, scheduling accuracy, and client/patient communication.
• Achieve and track team performance metrics (KPIs and OKRs), to support overarching business strategy.
• Lead, mentor, and develop a high-performing CS team, fostering a culture of accountability, continuous learning, and professional growth.
• Collaborate cross-functionally with clinical and operations teams to ensure alignment and seamless service delivery.
• Develop and implement client/patient feedback loops, using insights to drive innovation and enhance the client/patient experience.
• Advocate for client/patient needs, ensuring that user experience is at the forefront of service evolution and innovation.

What does a typical day look like?

As Head of Client Services, you’ll play a pivotal role in ensuring exceptional service delivery, operational efficiency, and a seamless journey for patients and private clients. Your day-to-day responsibilities will include:

• Overseeing a team of service professionals, including Client Success Specialists, Bookings Coordinators and Feedback and Resolutions Specialist (the existing team consists of 16 people).
• You’ll schedule and support the team across multiple daily activities to ensure adequate service coverage, low waiting times, efficient appointment booking, and high quality omnichannel support, whilst hosting team 1:1s, approving annual leave requests and addressing any training needs.
• You will proactively identify bottlenecks and capacity risks, escalating insights to the COO, whilst supporting the team to meet KPIs.
• You’ll monitor and report on client/patient progress through care pathways, ensuring seamless movement through services.
• During cross-functional meetings you’ll represent the CS department to align on processes, policies, and service delivery.
• With the help of our Feedback and Resolutions Specialist, you’ll monitor client and patient feedback, identify trends, and recommend service improvements to enhance the client and patient experience.
• You’ll champion a culture of continuous improvement, ensuring resources and training evolve with business needs.
• Acting as the final escalation point for complex client and patient concerns, ensuring fair and empathetic outcomes, you’ll support the Feedback and Resolutions Specialist to investigate and respond to client/patient complaints.

This role is dynamic, strategic, and impactful—you’ll be at the heart of ensuring patients and private clients receive the best possible care while continuously refining and scaling our client success operations.

🎯 Success in This Role Looks Like:

✅ Smooth, efficient client service operations with low response times.

✅ High team morale and performance through strong leadership and coaching.

✅ Proactive problem-solving, reducing bottlenecks and improving processes.

✅ Happy patients & high satisfaction scores through excellent service.

What We’re Looking For

To thrive in this role, you'll need:

• Proven leadership experience in high-volume customer support, client success, or patient services within a fast-growing startup or tech-enabled healthcare environment.
• Strategic thinking and executional excellence, with the ability to lead client success operations.
• Strong leadership and people management skills, with the ability to build and mentor high-performing teams.
• Tech-savviness and experience leveraging automation and data to drive efficiencies and improve service levels. EHR experience is a PLUS!
• Exceptional communication and stakeholder management skills, fostering trust and engagement across teams and clients.
• A problem-solving mindset, able to anticipate challenges, adapt quickly, and continuously improve processes.
• Passion for innovation and customer-centricity, with a genuine commitment to enhancing ADHD care through accessible, high-quality services.

What You Can Expect from Us

• Competitive salary of £50k-£60k depending on experience
• Work remotely within UK office hours (this role is open to UK based candidates only)
• 30 days holiday (includes 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 HealthTech start-ups

Our Hiring Process

We aim to make our hiring process as streamlined as possible. Shortlisted candidates will have a call with our Talent and People Ops Manager who will go over the role and find out a bit about you. The next interview stage will be in person with our COO and other members of the Senior Team at our London office. This will be a deep dive into your experience, the role and company and a great chance for you to ask questions!

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.