Client Coordinator Team Lead

*Please be aware although we are a remote organisation we do require candidates to reside in the UK.* Location: Remote Reports to: Head of Operations – Medications pathway Salary: £35,000 per annum #LI-Remote About the role: The Neurodevelopmental (ND) Team works with referring partners to facilitate Autism, ADHD and SpLD assessments, as well as ongoing support for individuals with a positive diagnosis via the Medication, Education Navigation and Psychoeducation pathways. The Operations Team Lead provides support in the day-to-day service delivery of the relevant pathway. You will Ensure the smooth and efficient flow of ND clients through their ProblemShared journey and raising and escalating issues where necessary. Day to day service delivery oversight, including allocation of work within the team and managing workflow to agreed SLAs. Be the first point of contact for the Team and Clinical Leads and working in partnership with the Clinical Team to improve service delivery for staff and clients. Oversee service specific Customer Support and acting as the first level of complaint escalation. Manage clinician availability to ensure clients can access ND services in a timely manner Monitor availability and volume of assessments to flag recruitment needs in good time. Monitor key exception reports e.g. admin users, recs, SLA’s Provide updates to governance meetings on team progress, risks and issues when required Identify and escalating capacity shortfalls alongside supporting the team with training and development needs. Onboarding and training of new team members. Reviewing and updating processes as needed to support service delivery Compile data on key operational processes to ensure service is appropriately monitored Complete team audits, monitor team performance, efficiency and progress against targets Setup and oversight of scheduling for the team, including coordinating with other Team Leads What we are looking for Great Line Management experience Ability to interpret and deliver Data analysis and reporting Working and motivating the team against KPIs and OKR's Excellent administration experience Awareness of mental health / Neurodiverse conditions Experience in a Customer service environment and similar role are advantageous About us Our teams at ProblemShared are growing and we are on a mission to provide exceptional care, and provide opportunities to join our supportive and collaborative team. We truly believe that you can do the best work of your career with us and have meaningful impact on the patients we support. We combine People, Data and Technology, we empower individuals to take the next step in their mental health or neurodevelopmental journey. The digital healthcare landscape is exciting and ever changing. We have a depth of knowledge in our own team; working at the forefront of change you will be surrounded by talented and supported colleagues and leaders. Striving for excellence and best in class clinical service is at the heart of our team where learning and CPD is integral. Our community of experts have created an environment of knowledge sharing and we have access to the key voices in the world of neurodevelopmental excellence. ProblemShared has created strong partnerships servicing several NHS, university, and insurer contracts to deliver high quality ADHD and Autism assessments as well as assessments for learning differences. We offer wrap-around care in the form of psychoeducation, prescribing, educational navigation, and therapy sessions all under one roof. What we offer you Excellent salary Annual Performance related bonus Company Pension Scheme 30 days annual leave + public holidays + the option to buy and sell additional leave, & extended leave options such as sabbatical leave Private health insurance Blue Light card / discounts 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 Access to development / training opportunities to support your career ambition One volunteering day per 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 and 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. Our process is really straightforward and as easy as 1-2-3! Step 1 - Screening call Step 2 - Interview Step 3 - Offer