Customer Success Co-ordinator

City of Edinburgh, Scotland EH1, United Kingdom • £28,000 - £36,000

Full-time Permanent Associate

Salary:£28k - £34k (based on experience)

Reports to: CS Team Leader

Ideal Start: ASAP

Location: Initially Remote within the UK, Moving to an Edinburgh office, fully onsite with details TBC

We'll aim to contact shortlisted candidates by Friday 13th November

Initial Microsoft Teams calls with one of our Head of Talent will take place onMonday 16th November, the perfect chance for us to get to know each other more.

Remote Interviews will be held fromTuesday 17th November - Friday 20th November

In Person training for successful candidates will take place in Canary Wharf week commencing 30th November, (Expense policy will be provided for accomodation and travel)

Join Us at Noodle: Shaping the Future of Accessible Healthcare

At Noodle, we deliver ADHD and autism services for children, young people and adults, making assessments and treatment more accessible to the people and families who need them. Our patient-centred approach, combined with a focus on continuous improvement, drives our commitment to excellence. We embrace an innovative mindset, encouraging rapid learning and adaptation as we grow, and we are committed to pushing boundaries to improve how neurodivergent people access care. What we are looking for?Every patient and family who comes to Noodle is looking for answers, support and reassurance. As a Customer Success Co-ordinator, you'll play a vital role in making sure they receive all three.This is far more than a traditional customer service role. You'll become a trusted guide throughout a patient's ADHD or autism journey, helping children, young people, adults and their families navigate assessments, treatment and the questions that arise along the way.Working closely with our clinical and operational teams, you'll solve problems, coordinate patient pathways and make sure every interaction is handled with empathy, accuracy and care. No two days are the same, so we're looking for someone who enjoys variety, thrives in a fast-moving environment and genuinely cares about making a difference.

To thrive in this role you'll need to:

• Organising assessments: scheduling and coordinating ADHD and autism assessment appointments for children, young people and adults, making sure patients and families are prepared, informed and supported before, during and after their appointment.
• Arranging titration appointments: booking and managing titration appointments with clinicians, keeping patients on track with their treatment plans and ensuring follow-ups are timely.
• Handling patient phone calls: acting as a calm, reassuring first point of contact for inbound and outbound calls, resolving queries and guiding patients through their pathway.
• Responding to chatbot and live chat queries: picking up conversations escalated from our chatbot, and responding to live chat and email enquiries promptly, accurately and with empathy.
• Working with our India team: collaborating closely with colleagues in India, with clear handovers and communication, to deliver a seamless patient journey from first enquiry through to treatment and beyond.
• Supporting patients and their families through every stage of their ADHD or autism pathway, including appointments, reports, prescriptions and pathway queries.
• Working closely with clinicians and operational teams to resolve complex patient queries.
• Identifying potential risks, safeguarding concerns or clinical issues and escalating these appropriately.
• Investigating problems thoroughly before providing clear, patient-friendly solutions.
• Accurately updating patient records across multiple internal systems.
• Following established processes whilst recognising opportunities to improve them.
• Helping identify recurring themes or issues and contributing ideas that improve both patient experience and operational efficiency.
• Working collaboratively with colleagues across Customer Support, Referrals, Bookings, Governance and Clinical Operations.

Bonus points if you have experience with:

• Mental health, ADHD, autism or wider neurodevelopmental services
• Wider Health related patient services experience
• Patient Experience or Patient Advocacy services
• Remote customer support
• CRM or case management systems
• Working with international or offshore teams
• Continuous improvement or process improvement initiatives

About Our Principles and MissionOur purpose is to open a world of possibility for different minds. Our mission is to drive lasting change with neurodevelopmental care that is highly personal, clinically exceptional and easy to access, for children, young people and adults. Our principles describe how we work together to make that mission real, in how we support patients and in how we treat each other as colleagues:

• Share the context - bringing people into the "why", not just the "what", so others can act and decide with confidence.
• Assume good intent - starting curious, not cynical, and solving root causes rather than assigning blame.
• Move with care - moving fast where it is safe, and slowing down where trust, wellbeing or clinical decisions need extra attention.
• Prove, then improve - testing our thinking early, learning as we go and scaling what works.
• Build for scale - creating solutions that will still work as we grow.
• Focus on outcomes - measuring success by the change we create for people, not by how busy we are.
• Partner with integrity - being reliable, honest and following through on our commitments.

What You Can Expect from Us

• Competitive salary with a transparent pay framework
• Work remotely in the UK, before transitioning to an Edinburgh Office
• 33 days holiday (including UK public holidays)
• Team get-togethers
• A paid day off on your birthday
• Office equipment when you join
• Be part of one of the UK's most ambitious HealthTech scale-up organisations

Our Hiring ProcessWe aim to make our hiring process as streamlined as possible.

We'll aim to contact shortlisted candidates by Friday 13th November

Initial Microsoft Teams calls with one of our Head of Talent will take place onMonday 16th November, the perfect chance for us to get to know each other more.

Remote Interviews will be held fromTuesday 17th November - Friday 20th November with our Head of CS - CYP Services

In Person training for successful candidates will take place in Canary Wharf week commencing 30th November, (Expense policy will be provided for accomodation and travel)

At Noodle, we're committed to building a diverse and inclusive environment. We encourage applications from candidates of all backgrounds, especially those from historically marginalised communities, as we work together to create a more equitable future.

Job requirements

You must be within commutable travel distance to Edinburgh as this role will move from a remote position to a fully on site position.

You must have Right to work in the United Kingdom, without the need for sponsorship.

You will be asked to complete a DBS Check, paid for by Noodle.

Care that thinks differently. Noodle (formerly Care ADHD) delivers consultant psychiatrist-led care for different minds - helping those with ADHD and autism be at their best.