Interim Head of Client & Customer Support (Fixed Term Contract)

POSITION: Fixed Term Contract (March to the end of the year 2026)

LOCATION: Fully remote (UK based)

SALARY: £80,000 per annum, pro rota

United by our vision. Leading with empathy. Pioneers in curiosity. Healios exists to bring exceptional healthcare to anyone, anytime, anywhere. By digitising entire clinical pathways, we enable children, adults and their family members to receive and seamlessly transition between clinical services from the comfort of their home. Innovation is at the heart of what we do as we strive to be the leading provider of neurodevelopmental and associated mental health services. You can find out more about us by clicking here!

The Opportunity

Reporting to the Chief Operating Officer, the Interim Head of Client & Customer Support will lead the Client Bookings, Client Onboarding, Client Success and Customer Operations teams, totalling 28 people. You’ll continue to shape how we deliver excellence and operate in digital health; leading the adoption of new technologies, systems and processes that improve our ability to book and schedule client appointments, respond to customer contacts, scale services, leverage automation and ensure Healios is set up for success.

The Interim Head of Client & Clinical Support Services will work collaboratively and cross-functionally across Healios to design and mobilise new products and services, ensuring that our clients and customers by design experience excellence. You will be operationally and commercially experienced.

To be successful in this role you will have:

• Extensive experience in leadership positions and management of multiple functions, including Customer Support and Customer Operations in a service delivery environment
• Extensive experience of operations, transformation, implementation, adoption of new technologies, continuous improvement and benefits realisation
• Advance problem-solving skills, with the ability to quickly diagnose complex operational and people related challenges, identify root causes, and implement pragmatic, data-informed solutions in a dynamic environment.
• Proven track record on supporting, developing, empowering and mentoring individuals to enable a culture of high standards and performance.
• Ability to align their function’s work to company strategy, operations, and commercial aims balancing short-term or function-specific needs with company-wide priorities while ensuring high performance and engaged teams.
• The ability to make data informed decisions, triangulate information from multiple sources and have proven success in working within a target driven environment.
• Well developed communication and influencing skills.

ACCOMMODATIONS

We’re glad to accommodate candidates who need adjustments throughout the hiring process and we're always learning about different accessibility needs to ensure our hiring process is accessible for all candidates. We encourage you to be open about the adjustments you need so we can adapt our interview process. You can read more about Healios being an Inclusive Employer on our Notion page Healios is a Disability Confident Committed Employer and we are committed to inclusivity and equality for people with different needs in the workplace.

DIVERSITY AND INCLUSION

“Do the right thing” is one of our core Healios values. And building a diverse and inclusive workplace where everyone feels supported is absolutely the right thing to do. Whether we’re developing a new service line or enhancing one of our products, we need people with different skills, backgrounds, identities and perspectives to ensure our innovations will work for the children and young people we are here to serve. By embracing diversity, we can deliver better care experiences and outcomes, while tackling the inequalities in healthcare provision that exist today.

SAFER RECRUITMENT & PRE- EMPLOYMENT CHECKS

Healios ensures that supporting people to be safe is at the heart of our work and a key priority across all areas of the organisation, We will do our absolute best to keep the people that we support, safe from harm. This starts with our recruitment processes. As part of our pre-employment checks, all employees of Healios will be asked to have a Disclosure and Barring Service (DBS) check. Dependent on your role within the business, this will either be an Enhanced or Basic. A Protecting Vulnerable Groups (PVG) check will be required. You will also be asked to provide two professional references as a minimum.