Mindler
Patient Services Coordinator (6 month FTC)
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About us
Mindler is one of Europe’s leading digital mental health providers, working to make evidence-based therapy accessible to everyone who needs it. In August 2025, we proudly acquired ieso, a pioneer in delivering online NHS talking therapies across the UK.
Ieso holds several NHS contracts across England and Scotland through both typed and video sessions, making it easier for thousands of people to access effective, evidence-based treatment when they need it most. Since the acquisition, the Mindler and ieso Customer Service Teams have merged together to support all the UK services offered.
This role sits within the Customer Service UK team of Mindler, meaning you’ll be part of a group with a strong track record in innovation, research, and delivering high-quality digital therapy to patients nationwide. You will, also, be part of the Global Customer Service Team working with colleagues across Northern Europe in Sweden, The Netherlands and Denmark.
What sets us apart is our commitment to putting people at the heart of everything we do. We work with heart, mind and soul – empowering our colleagues to deliver care that makes a real difference.
The role
As a Patient Services Coordinator, you’ll be the first point of contact for patients and therapists across our three services in the UK (NHS Talking Therapies, Adults Mental Health Service and The Sandbox), ensuring a smooth and supportive experience for everyone involved. We are looking for someone with excellent administrative skills, a self-starter who can juggle multiple priorities and handle sensitive referrals with speed and accuracy and has a passion for helping people. You will report directly to the Customer Operations Manager UK who will provide continued support and opportunities to enhance your skills.
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Please note that this is a 6 month FTC, with the potential to extend.
Your responsibilities might include:
- Processing referrals from the NHS, private companies and patients via bespoke systems
- Answering calls and handling queries from patients, therapists, and the public with empathy and professionalism.
- Managing patient communications through Zendesk and text messages, escalating any issues to the relevant teams, e.g. clinical, commercial and product.
- Liaising with NHS and private services and building strong working relationships across teams.
- Supporting projects, managing waiting lists, and ensuring service level agreements (SLA’s) and key performance indicators (KPI’s) are met.
- Adhering to strict information governance guidelines to maintain confidentiality and trust.
- Supporting patients across all three services with ages from 5 years old using multiple communications methods (phone calls, emails, text messages and live chat)
What do you need to have:
- A minimum of 5 GCSEs (A-C) or equivalent.
- Excellent written and verbal communication skills with fluency in English.
- Strong customer service skills with a confident telephone manner.
- Solid IT skills (Google drive, docs, sheets, Zendesk)
- High level of attention to detail
- Ability to stay calm under pressure and juggle multiple priorities.
- Familiarity with following Standard Operating Procedures (SOPs) and adhering to legal requirements.
- Previous customer service or patient-facing roles.
- Familiarity with NHS systems (iaptus, NHS mail, PCMIS) or large databases would be beneficial.
- A strong passion for customer service and supporting patients.
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What can we offer?
If we are a good match for each other - we will offer you a role that gives the ability to develop your skills and the chance to join a well-funded company with the ambition to play an important role in the global market of digital mental health care.
Since we are just in the beginning of our exciting growth journey with this recent acquisition, you will play an important role in influencing how we work together and how we make the most impact to help our customers.
Currently our UK Customer Services team consists of around 8 people with our office located in Cambridge.
This role is hybrid, within a minimum of 2-3 days required on-site.
All interviews are to be held in person in our Cambridge office.
We are looking forward to hearing from you!
Mindler Group is an equal opportunity employer. All qualified applicants will be considered for employment without regard to gender, gender identity or expression, national origin, religion or other beliefs, disability, sexual orientation or age.
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