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The Team Lead will manage and coach a team of Patient Support Specialists to ensure high-quality, compassionate service delivery across phone and live chat channels. They are responsible for monitoring performance metrics, ensuring regulatory compliance, and supporting daily operational decisions.
Candidates must have previous experience leading or supervising teams within a contact centre, customer service, or healthcare environment. Strong coaching abilities, excellent communication skills, and a solid understanding of data protection and compliance are essential.
Team Lead - Patient Help & Support Centre
United Kingdom (Newcastle upon Tyne)
Reporting to: Patient Help & Support Centre Manager
Remuneration: £38,000 per annum
Contract Type: Fixed Term (6 months) / Full time - 40 hours per week
Location: Psychiatry UK – Patient Help & Support Centre, Newcastle upon Tyne, UK
Closing Date for applications: Friday 14th August 2026
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.
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.
Working to help solve the mental health crisis.
Psychiatry UK is the leading online psychiatric service – working to solve the mental health crisis. Psychiatry UK was founded in 2012 with a mission to remove the traditional barriers to mental health care and make support accessible to all. We provide specialist online psychiatric services to patients across the UK; connecting patients with expert clinicians who deliver the safe and trustworthy care they need. We treat a wide range of mental health issues including ADHD in adults and children, ASD in adults and children, Dementia and Memory Loss, Stress, Anxiety, Bipolar Disorder, Depression. Psychiatry UK is a Care Quality Commission regulated healthcare provider and our GMC registered psychiatrists offer diagnosis and treatment to patients, both privately and on behalf of the NHS. We are a qualified provider of adult ADHD and ASD services under the NHS Right to Choose (RTC) scheme.
Offices: Online Service, GB
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