Client Coordinator – Medication (6 Month FTC)

You’ll be responsible for reviewing and actioning allocated appointment reschedule requests through Zendesk, ensuring requests are managed accurately and within agreed timescales. You’ll also monitor and prioritise urgent reschedule requests for appointments taking place within the next 48 hours, while effectively managing your daily workload and ensuring all requests are progressed appropriately. Reschedule requests may also be raised by the clinical and operational teams where there is clinician absence or a change in the client’s medication pathway i.e. health investigations are required prior to proceeding further.

What we are looking for

Must haves

• Proven experience in a client-facing, customer service, administrative or coordination role.
• Experience managing a high volume of enquiries, tasks or cases within agreed timescales.
• Excellent written and verbal communication skills.
• The ability to communicate clearly, warmly and professionally, including when dealing with challenging or sensitive situations.
• Strong organisational skills and the ability to manage competing priorities.
• Excellent attention to detail and a commitment to accurate record keeping.
• The ability to work independently while also contributing effectively to a wider team.
• Strong computer literacy and confidence learning and using multiple digital systems.
• The ability to follow established processes while recognising when something needs to be escalated.
• The ability to work effectively against KPIs, SLAs and quality standards.
• A proactive approach to problem-solving.
• The ability to remain calm and professional when working under pressure.
• A strong commitment to providing an excellent client experience.
• The ability to work effectively in a fully remote environment.

Nice to haves

• Experience working in healthcare, HealthTech, mental health, neurodevelopmental services or a related environment.
• Experience supporting neurodivergent people or working in a neurodiversity-informed environment.
• Experience working within a regulated or confidential service.
• Experience using Zendesk or a similar customer-service/ticketing platform.
• Experience working with electronic patient/client records or case-management systems.
• Experience working to formal KPIs, SLAs or service standards.
• Experience working within a rapidly changing or scaling organisation.
• Experience identifying and contributing to process improvements.

What we offer you

• Excellent salary
• A reward package that recognises contribution, performance and impact
• 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
• All company events and in-person team 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.

It's as easy as 1-2-3!

Step 1 - Screening call
Step 2 - Interview
Step 3 - Offer