Want to be part of a healthcare revolution? ADHD 360 isn't just changing lives – we're transforming the entire narrative around neurodiversity. As the UK's leading ADHD diagnosis and treatment provider, recently crowned Medical Service of the Year 2024/25, we're on a mission to make neurodiversity something to celebrate, not hide.
Job Summary:
Responsible for the supervision of a small, dedicated, fast paced inbound team, specialising in patient care. Ensuring all the team fulfil their duties in line with the direction of the ‘Inbound Operations Management’, within a timely manner and to the required standard working with set SLA’s.
Essential Duties and Responsibilities:
Subject Matter Expert on the forms of communication between patients (telephone, social media, live chat and email)
Preparation of schedules, assigning tasks and monitoring workflow to maintain adequate coverage
To be able to manage a team to a daily structure whilst also being adaptable to change
Oversee the efficient operation of the Inbound Management team, ensuring calls, emails and live chat are answered promptly and routed correctly once GDPR has been confirmed to the correct patient team
Monitor call volumes, performance metrics and service levels
Handle escalated calls and patient concerns with professionalism and problem-solving skills
Supervising the inbound team within Sheffield, includes but is not limited to training of new starters, coaching, conducting 1:1s and appraisals
Liaising with the clinical team as appropriate to help with patient enquiries
Continuous Professional Development (CPD) is expected, and the post holder should expect to have responsibility for their learning whilst also engaging in CPD events provided by ADHD 360.
Being part of a vibrant team that puts the patient at the core of everything you do.
Be a part of the team that delivers the ADHD360 culture.
Qualifications and Experience:
Competent and confident with computers but not limited to MS Office, Outlook, Word, and Excel.
Organisation skills and an ability to manage own workload whilst supporting their team.
Excellent telephone skills to handle calls with a variety of unknown calls, while maintaining a compassionate yet task-focused approach, even under pressure.
An ability to work on own initiative yet be a key part of a team.
Be a natural problem solver.
Positive outlook and an ability to work well under pressure.
Being flexible to ‘go the extra mile’ when a patient in need requires that ‘little bit extra’.
Competencies:
- Integrity
- Dependability
- Attention to detail
- Confident
- Team player
- Resilience
Safeguarding Responsibilities:
ADHD360 is committed to safeguarding and promoting the welfare of children, young people, and adults. Safeguarding is everyone's responsibility, and all employees are required to act in such a way that always safeguards the health and wellbeing of children, young people, and adults that you may come into contact with during your work. To fulfil these duties, you will be required to participate and attend appropriate mandatory training to recognise the signs and symptoms of abuse and how to respond to these signs and symptoms. All employees are required to adhere to local and national safeguarding policies and guidance. All employees must also ensure that they understand and act in accordance with this clause. If you do not understand exactly how this relates to you personally, then you must ensure that you seek clarification from your line manager or refer to the company Safeguarding policy. Equally, all managers have a responsibility to ensure that their team understand their individual responsibilities regarding the safeguarding of children, young people and adults.
Job Types: Full-time, Permanent
Pay: £29,993.60 per year
Experience:
- Supervising: 2 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person