Client Coordinator / Customer Support Operations

Location: Remote

Reports to: Medication Operations Team Lead

Salary: £28,000 per annum

About Us

ProblemShared is a key innovator in the rapidly expanding field of digital mind health.

As a practitioner-led, CQC-regulated community of experts, we work together with individuals and organisations such as NHS trusts, universities and private medical insurers to better equip them on their mind health journeys.

By harnessing the combined power of people, data and technology, we broaden access to safe and effective talk therapy, neurodevelopmental assessments, and post-diagnostic support.

The role:

We are looking for an experienced client coordinator to join our ADHD Medication team.

If you are a motivated self-starter with exceptional attention to detail, customer service skills, an impeccable telephone manner, and are keen to work in a high-performing team, then this role is calling for you!

What you will do:

This team is the primary point of contact for all medication client inquiries, delivering exceptional customer service to our diverse client base via calls, emails, and live interactions. Additionally, you will provide necessary support to the prescribing team to maintain our high standards of patient care. Being a great communicator internally as well as externally is key to being successful in this role!

You will assist the team lead in developing pathways to minimize bottlenecks in the client journey and promote a self-service culture by identifying gaps in processes and resources.

You will also gain an in-depth understanding of the ProblemShared platform, internal processes, and systems that support clients through our ADHD medication titration pathway.

What we are looking for

Must haves:

• Demonstrable experience in a client and/or customer support role, ideally with experience in a Healthcare service
• Ability to prioritise, organise, adapt to change, and manage high volumes of queries to align with (and understand) team Key Performance Indicators (KPIs)
• Clear, professional, warm, friendly, and informative communication style (both verbal and written) with the ability to seamlessly work cross-functionally
• Excellent attention to detail
• Ability to quickly adapt to systems and ways of working
• Excellent computer skills and the ability to grasp new software
• Ability to remain calm under pressure

Nice to haves:

• Experience/understanding of working with neurodiversity, especially in a client/customer facing role
• Experience with Zendesk or similar communication platforms; training will be provided

What we offer:

• Competitive salary with great benefits including:
• Employer matched pension
• 30 days annual leave + public holidays + the option to buy and sell additional leave, & extended leave options such as sabbatical leave
• Private health insurance
• Enhanced family friendly policies
• Flexible working with the option of free co-working
• All company and team in-person meet ups
• Access to a range of wellbeing activities run by our Wellbeing and Culture committee
• Access to development/training opportunities to support your career ambitions
• One volunteering day a year

Our Recruitment Process and Next Steps:

At ProblemShared, we see beyond just your CV. We're genuinely excited about who you are, your potential, and the unique qualities you bring to our team. We also recognise that life outside of work is important, which is why we prioritise being a flexible employer.

We're proud to be an equal opportunity and Disability Confident Committed employer and celebrate diversity. We are ambitious in creating a recruitment process that allows everyone to shine and showcase their unique qualities. We offer tailored opportunities and adjustments to help each individual reach their full potential.

• Once we review your CV, a member of our recruitment team will be in touch to learn more about your experience and motivations.

• The next step is to meet with our Client Coordinator medication team who will take you through an interview to allow you to demonstrate your ability and suitability for the role. If successful, we will move to an offer of employment and pre-employment checks.

We know that applying for a new role and considering a new team to join can be a daunting process. If you have never worked remotely before, this can also generate a lot of questions regarding the environment and ways of working. We aim to make your experience with us as informative and enjoyable as possible.

Please don't hesitate to apply - we would love to hear from you!