Director of Client Services

This is a strategic role, but one that must remain deeply grounded in the lived experience of patients, families, partners and teams. The Director will set the standards, structures, performance discipline and leadership culture that shape how thousands of people experience Care ADHD every week.

Success will not be measured by the Director personally solving day-to-day problems. It will be measured by the strength of the leaders they build, the clarity of the systems they create, the quality of service delivered through others, and the function’s ability to absorb growth and change without loss of control, quality or humanity.

Department Overview

• Operating footprint - One Client Services function operating across the UK and the Bengaluru GCC (with plans to expand).
• Service scope - Adult and Under 18s neurodevelopmental assessment and treatment pathways, supporting NHS and private patients.
• UK leadership structure - Heads of Client Services for Adults and Under 18s, NHS Pathway Manager, Patient Services Manager – GCC, and Feedback and Resolutions Manager.
• GCC scope - A growing Bengaluru-based Client Services team delivering defined activities within the global service model.
• Systems and change - Patient portal and automation-enabled workflows supporting consistent, scalable service delivery.
• Leadership imperative - Build a genuinely integrated “one team” culture, with common standards, clear ownership and equitable access to information, development and decision-making.

Scope of authority

The Director is accountable for the overall performance, quality, development and strategic direction of Client Services across all pathways, services and delivery locations. Day-to-day service delivery sits with the Heads of Client Services and their leadership teams. The Director sets the functional strategy, global operating model, leadership expectations, service standards, governance framework and performance discipline that enable sustainable delivery at scale.

The Director is the senior escalation point for significant service, people, quality, partner, feedback and operational issues within the function. They are expected to exercise sound judgement on matters with broad organisational impact and to provide clear assurance to the COO and wider executive team.

The Director owns how work is designed and allocated across the UK and Bengaluru, while ensuring that any transition or expansion of GCC activity is safe, controlled, compliant and operationally sound. Local people management structures may sit within the GCC, but the Director remains accountable for functional direction, standards, capability and outcomes across the global Client Services team.

🧭 Core Duties and Responsibilities

Global functional leadership and strategy

• Set and deliver the global Client Services strategy, aligned to Care ADHD’s organisational priorities, growth plans and patient commitments.
• Lead the function as one team across the UK and Bengaluru, creating shared goals, consistent standards and a clear sense of collective identity.
• Translate strategy into a practical operating plan with clear outcomes, accountabilities, sequencing and measures.
• Act as a visible, credible and values-led senior leader who combines high standards with psychological safety and respect.

UK and Bengaluru GCC operating model

• Own the end-to-end global Client Services operating model, including where work is delivered, how it moves between teams, and how ownership transfers across locations and time zones.
• Line manage the Patient Services Manager – GCC, setting clear priorities, expectations and development goals.
• Work in close partnership with GCC leadership to build the Bengaluru Client Services team as a trusted and scalable extension of the function.
• Define clear service boundaries, decision rights, hand-offs, escalation routes and RACI arrangements across UK and GCC teams.
• Ensure transitions into the GCC are supported by robust readiness criteria, process documentation, training, quality controls and stabilisation plans.
• Maintain a regular leadership presence in Bengaluru and create strong, direct relationships with GCC colleagues.
• Create an inclusive global culture in which Bengaluru colleagues are involved early in service design, problem-solving and continuous improvement rather than treated solely as a delivery resource.

Service performance and operational control

• Establish clear service levels, leading indicators and performance measures across demand, capacity, productivity, responsiveness, quality and patient experience.
• Ensure leaders use reliable data to identify emerging pressure, take corrective action early and sustain recovery.
• Chair or sponsor appropriate performance and service delivery reviews, ensuring decisions, owners and follow-through are clear.
• Build the function’s capacity to scale without creating avoidable backlogs, fragmented ownership or dependence on individual heroics.
• Ensure operational plans account for differences in geography, working patterns, capability and service risk.

Patient experience, feedback and resolutions

• Line manage the Feedback and Resolutions Manager, setting clear priorities, expectations and development goals.
• Own the strategic approach to patient feedback, complaints and service recovery within Client Services, working within organisational governance and delegated responsibilities.
• Ensure feedback and complaints are handled consistently, compassionately, promptly and with appropriate independence and escalation.
• Use themes, root causes and learning from complaints, compliments, surveys and other feedback to drive measurable service improvement.
• Ensure senior leaders receive clear, evidence-based insight into emerging patient experience risks and the effectiveness of corrective action.
• Promote a culture in which feedback is welcomed as a source of learning and where teams can raise concerns without defensiveness or blame.

Quality, safety, risk and compliance

• Embed proportionate controls that protect patients, confidentiality, service continuity and organisational reputation across all locations.
• Ensure the function operates in line with relevant policies, information governance requirements, contractual obligations and regulatory expectations.
• Maintain clear risk, issue and escalation processes, with timely action and transparent assurance.
• Work closely with Clinical, Quality, Governance, Data Protection and Technology colleagues to ensure non-clinical workflows support safe clinical care.
• Ensure cross-border working arrangements, access controls and process design meet Care ADHD’s requirements for secure and appropriate handling of patient information.

Leadership, workforce and culture

• Lead, coach and hold to account the Heads