Feedback and Resolutions Team Specialist – Remote job at London Full Time

Feedback and Resolutions Team Specialist

Salary: £30,000 – £34,000

Reports to: Feedback and Resolutions Team Leader

Ideal 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.

What we are looking for?

We’re looking for somebody with a minimum of 4+ years of experience handling complaints, escalations, service recovery or emotionally sensitive customer/patient situations, ideally within healthcare, mental health, healthtech or another fast-paced service environment.

This role would suit someone who has worked in environments where people are frustrated, overwhelmed, upset or vulnerable, and where communication, judgement and emotional intelligence genuinely matter, and proven experience managing public-facing feedback and reviews.

You might currently work in, complaints handling, patient experience, escalations. customer resolutions or regulated customer support environments

Most importantly, we’re looking for someone who stays calm, thinks clearly and genuinely wants to help solve problems properly, not just close tickets, with exceptional interpersonal and communication skills, with the ability to convey empathy and professionalism in written and verbal interactions.

What You’ll Be Doing:

This role sits at the centre of patient escalations, complaints and service recovery across the business.

You’ll be managing a varied caseload of complaints, concerns and high-emotion situations, helping investigate what’s happened, coordinating with teams across the business and supporting patients through resolution in a calm, professional and compassionate way.

Day-to-day, this could include:

• Managing formal complaints from patients across NHS and private pathways
• Investigating concerns relating to delays, communication breakdowns, pathway progression, assessments, titration or patient experience
• Reviewing internal records, timelines, call recordings and communication history to understand what’s happened
• Working closely with operational teams, clinicians and managers to gather information and progress investigations
• Drafting thoughtful, clear and empathetic written responses to patients
• Managing public-facing reviews and feedback across platforms such as Trustpilot, Google Reviews and social media
• Identifying themes, risks and recurring operational pain points and escalating these appropriately
• Supporting wider service recovery work where trust or communication has broken down
• Helping maintain accurate complaint tracking and documentation within internal systems
• Contributing to the continuous improvement of complaints handling processes, escalation pathways and patient experience

This is a role for somebody who is comfortable navigating complexity, balancing empathy with professionalism and communicating clearly during emotionally sensitive situations.

To thrive in this role you’ll need to:

• Have previous experience in complaints handling, escalations, patient experience, customer resolutions or another emotionally sensitive customer-facing role
• Be an excellent communicator who can speak with empathy, warmth and professionalism often in high-pressure situations
• Stay calm under pressure and communicate clearly, even when dealing with distressed, frustrated or vulnerable patients
• Feel comfortable handling difficult conversations and emotionally charged situations with maturity and professionalism
• Be highly organised and able to manage multiple ongoing cases, priorities and follow-ups at once
• Feel comfortable navigating ambiguity and working in an environment where processes continue to evolve and improve
• Be proactive and solutions-focused, with the confidence to take ownership and move situations forward
• Work collaboratively across teams and build positive working relationships with both operational and clinical colleagues
• Have strong judgement and understand when situations may require additional sensitivity, governance input or escalation
• Care genuinely about patient experience whilst also understanding the importance of safe, fair and consistent processes

• Bonus points if you:

• Have worked in healthcare, mental health, neurodevelopmental services or another regulated environment
• Have worked in a high-growth or fast-scaling company where processes are still evolving
• Have experience working remotely and managing your own workload independently

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, behaviours and willingness to learn, adapt and improve 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
• Work remotely in the UK and hybrid in our Canary Wharf office
• 33 days holiday (including UK public holidays)
• Team get-togethers
• 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

Stage 1 – Introductory screening call

A call with our Talent Team to talk through your experience, the role and what you’re looking for.

Stage 2 — Interview

A more in-depth interview with our Head of Client Services and Feedback & Resolutions Team Lead. This will focus on:

• complaints handling and service recovery experience
• communication style and judgement
• handling emotionally sensitive situations
• operational thinking and problem-solving
• how you approach patient experience and escalation management

You may also be asked to complete a short written task or scenario-based exercise as part of the process.

We know interviews can feel nerve-wracking, so we aim to make the process as conversational and supportive as possible whilst still giving you a realistic understanding of the role and environment.

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.

Advert closing date – 28 days (may close earlier due to volume of applications)