Team Lead - Patient Help & Support Centre

Team Lead - Patient Help & Support Centre

United Kingdom (Newcastle upon Tyne)

REF: OPS006

Reporting to: Patient Help & Support Centre Manager

Remuneration: £38,000 per annum

Contract Type: Permanent / Full time - 40 hours per week

Location: Psychiatry UK – Patient Help & Support Centre, Newcastle upon Tyne, UK

Closing Date for applications: Wednesday 2nd September 2026*

About Us:

Psychiatry UK is the UK’s leading provider of digital psychiatry services, working both privately and with the NHS to support children, teenagers and adults with expert, patient-centred care.

A career with Psychiatry UK allows you to expand your knowledge, enhance your skills, and gain valuable life experience—all while enjoying the flexibility of a remote full-time role. As part of a leading online mental health service, you'll collaborate with innovative, forward-thinking professionals in a dynamic, multidisciplinary team committed to making a real difference.

The Team Lead – Patient Help & Support Centre will lead and inspire a team of Patient Support Specialists to deliver high-quality, compassionate support to patients and their representatives. You will provide day-to-day leadership, coaching and performance management, fostering a culture of empathy, accountability and continuous improvement.

Working closely with Quality and Performance Coaches, you will monitor service levels, support individual development, and ensure compliance with clinical, regulatory and operational standards. This role requires strong people-management capability, a calm and supportive leadership style, and the ability to confidently manage performance in a patient-focused environment.

As our Team Lead – Patient Help & Support Centre, you will:

Description of Duties:

• Lead, coach, and support a high-performing team of Patient Support Specialists to deliver high- quality service across phoneline and live chat channels

• Lead in providing a highly capable, empathetic, compassionate team in resolving patient queries at the first interaction.

• Monitor team performance using KPIs, quality assessments, and customer feedback, identifying areas for improvement

• Support rota planning, shift cover, and day-to-day operational decisions to ensure smooth service delivery

• Deliver regular 1:1s, coaching, and performance conversations to drive individual development and team standards

• Work with Quality and Performance colleagues to implement service improvements

• Ensure compliance with internal policies, data protection, and relevant regulatory standards

• Provide daily support and guidance to advisors, acting as a point of escalation and expertise

• Produce or contribute to reports on team performance, productivity, and customer experience

To succeed as our Team Lead – Patient Help & Support Centre, you will bring:

Excellent written and verbal communication skills, a calm and supportive approach, and the confidence to manage sensitive or challenging conversations with empathy and clarity. Highly organised with strong attention to detail, you’ll be comfortable working closely with colleagues and providing in-person support on a daily basis, building trust and positive working relationships across the team.

Essential Qualifications, Skills and Experience:

• Previous experience leading or supervising a team in a contact centre, customer service or healthcare environment

• Strong coaching skills with a proven ability to develop and improve team performance

• Ability to prioritise workload and make sound operational decisions in a fast-paced setting

• Skilled in interpreting performance data and identifying actionable improvements

• Strong understanding of confidentiality, data protection, and compliance requirements

Desirable Qualifications, Skills and Experience:

• Experience in a mental health or healthcare environment

• Familiarity with contact centre systems, processes and tools

• Experience supporting service improvement initiatives

• Understanding of governance in a patient-facing service

• Experience preparing or contributing to performance reporting

Psychiatry UK: Supporting You

We want you to enjoy your work while feeling healthy, happy, and appreciated. That’s why we’ve created a benefits package designed with you in mind. You’ll have access to a range of wellbeing perks, including a Health Cash Plan, Well Hub Subscription, access to an Employee Assistance Programme, Annual Volunteering Day, Enhanced Sickness and Family Leave pay, Length of Service Bonus, Work from Home allowance and Pension options.

At Psychiatry UK, we care about what matters to you.

Recruitment Process

At Psychiatry UK, we are committed to creating an inclusive and accessible recruitment process. Our process includes:

· Application

· Profile review

· Screening conversation

· Competency based interview(s)

If at any point you require any reasonable adjustments —such as additional time, assistive technology, or an alternative format for materials—please let us know. We are happy to accommodate your needs to ensure you have a fair and comfortable experience.

If this opportunity excites you, why not apply today? *We review applications as they come in and may close the advert early if we receive a high volume of interest. To ensure you don’t miss out, we encourage you to submit your application as soon as possible.