Head of Client/Customer Support

Location: Remote

Work pattern: Full time Permanent

The role

A unique opportunity, the Head of Client/Customer Support is responsible for leading the Client Support team which acts as the first contact point for all client queries (via various channels). You will also help develop an enrolment function to provide dedicated support to clients at the beginning of their journey with ProblemShared. The role will report to the Head of Service Operations, with the primary focus to deliver efficient, best in class service across the client journey in line with SLAs and regulatory requirements.

About Us

Our business and team at ProblemShared are growing and we are on a mission to provide exceptional care; and we have opportunities available to join our supportive and collaborative team. We truly believe that you can do the best work of your career with us and have a meaningful impact on the patients we support. We combine People, Data and Technology to 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. 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 You Will Do

• Drive service excellence through regular quality monitoring, coaching and educating the wider business on what best-in-class service looks like, continuously refining frameworks based on client feedback and best practice within the neurodivergent healthcare space
• Establish and implement best-in-class customer service frameworks (tone of voice, quality standards, best practice processes) ensuring consistent, empathetic and high-quality client support across all channels, successfully maintaining standards in periods of high growth
• Ensure accurate and timely action of relevant client action changes (including reactivations) in line with relevant partner and regulatory requirements
• Build and scale the Client Onboarding function to provide dedicated support that meets partner SLAs and achieves measurable ROI
• Successfully implement change across service functions through comprehensive training, knowledge base updates, and clear communication of new processes and partner launches
• Monitor and analyse key service metrics (CSAT, response times, conversion rates, completion times) to identify risks, drive efficiency gains and inform strategic decisions
• Inform workforce planning through strategic capacity modelling and resourcing analysis, effectively resourcing teams ahead of time to maintain SLAs in busy periods
• Champion the client voice in cross-functional initiatives, ensuring client experience and risk mitigation are prioritised in product, OKR and business development discussions
• Optimise operations through continuous improvement of systems, processes and policies, leveraging AI tools to enhance client journey and reduce operational costs
• Partner with clinical stakeholders to maintain safe, risk-mitigated client pathways
• Lead and develop Team Leads to deliver day-to-day service excellence within a performance and wellbeing-focused culture

Required

What you will need

• Proven experience successfully leading customer service teams in a regulated industry, preferably in remote environments and spanning across multiple service areas
• Expert knowledge of communication platforms with ability to optimise for client experience and performance insights
• Demonstrated success building and scaling high-performing service teams aligned with business growth
• Strong analytical mindset with expertise in service metrics (CSAT, response times, SLAs) and ability to develop data structures that drive decision-making
• Experience implementing digital-first engagement strategies focused on automation, self-service and data quality
• Skilled people leader who motivates teams to execute processes and deliver on objectives
• Excellent communication and collaboration skills with proven ability to lead change in remote environments

Desirable

Hands-on experience with Zendesk

Track record implementing AI service tools at scale

Experience designing client onboarding journeys, support workflows, escalation processes and quality frameworks

Good understanding of healthcare regulatory and compliance requirements including data protection and information governance

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 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.

Step 1 - call with our Talent Acquisition team member to learn more about your experience and motivations.

Step 2 - Meet our experienced team who will take you through an interview to allow you to demonstrate your ability and suitability for the role.

Step 3 - Offer (if successful!) - (We will ask you to share any relevant documentation/certificates)

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. We provide access to the highest-quality mental healthcare services and neurodevelopmental assessments for autism, attention deficit hyperactivity disorder (ADHD), and specific learning difficulties, as well as post-diagnostic care and support.