*Please be aware although we are a remote organisation we do require candidates to reside in the UK.*

Salary: Up to £29,000 per annum

Workpattern: Monday - Friday 9am - 5.30pm

Reporting to:  Complaints Manager

Team: Quality and Governance

Closing date: 1st June 2026

About us

Our team at ProblemShared is growing, we are on a mission to provide exceptional care, and we have opportunities available to join our supportive and collaborative team. We truly believe that you can do the best work of your career with us and have meaningful impact on the patients we support. We combine People, Data and Technology, we empower individuals to take the next step in their mental health or neurodevelopmental journey.

The digital healthcare landscape is exciting and ever changing. We have a depth of knowledge in our own team; working at the forefront of change you will be surrounded by talented and supported colleagues and leaders. Striving for excellence and best in class clinical service is at the heart of our team where learning and CPD is integral. Our community of experts have created an environment of knowledge sharing and we have access to the key voices in the world of neurodevelopmental excellence.

ProblemShared has created strong partnerships servicing several NHS, university, and insurer contracts to deliver high quality ADHD and Autism assessments as well as assessments for learning differences. We offer wrap-around care in the form of psychoeducation, prescribing, educational navigation, and therapy sessions all under one roof.  

About the role
ProblemShared is seeking a Complaints professional to join our growing Clinical Quality team. We are looking for a motivated individual who wants to work in a high-performance team at a scaling health technology company. Our digital journeys are right at the heart of what we do, and our goal is to offer seamless digital experiences to support exceptional healthcare.

This is a new role designed to support the Complaints Manager and wider team in delivering high-quality care and ensuring client safety. The role provides excellent administrative support and guidance, coordinates and resolves complaints effectively, and is responsible for managing client feedback through timely responses and thorough investigations.

The successful candidate will have the ability to manage own workload and priorities, including acting independently, always ensuring absolute confidentiality.

You will

• Provide efficient coordination of administrative support to the Clinical Quality Team and be able to work to set timeframes

• Have exceptional organisation skills utilising internal workflows and CRM systems

• Manage and investigate formal complaints, concerns, and escalations in line with company policy and expected response times

• Act as a key point of contact for clients throughout the complaints process, ensuring communication is professional, empathetic and transparent

• Deliver high quality and evidence-based complaint investigations that provide clear outcomes

• Monitor and update case statuses, tasks, timelines, and investigation progress within internal systems

• Support triage and allocation processes by accurately categorising complaints and escalating risks where appropriate

• Liaise with the Operations and Clinical Teams to ensure all concerns are appropriately logged in the system and co-ordinate investigations, responses and follow up actions within agreed protocols and timeframes

• Keep systems up to date and monitor investigations, escalating issues to the Complaints Manager that may have bigger/ complex impact that require more detailed review

What we are looking for

Must haves

• Previous experience managing complaints, investigations, casework, or escalations ideally within healthcare, customer operations, or a governance environment

• Client facing customer service experience with demonstrated effective communication skills

• Experience writing professional, clear and evidence-based responses

• Experience handling emotionally sensitive situations and communicating with distressed or dissatisfied clients professionally and calmly

• Ability to understand and demonstrate confidentiality at all times

• Highly organised administration skills

• Ability to work under pressure, including tight deadlines and prioritising work effectively

• Attention to detail

• Demonstrate multi-team working relationships

• A genuine interest in the field of mental health, psychology, counselling, or health care

• Remote working experience

• Sound knowledge of using Excel, word, PowerPoint and case management systems and CRM systems (Radar, Zendesk, Semble (Advantageous))

Nice to haves

• Knowledge of governance processes and procedures

• Knowledge of CQC regulatory requirements

What we offer you (Pro-rated for FTC)

• Excellent salary

• Company Pension Scheme

• 30 days annual leave + public holidays + the option to buy and sell additional leave, & extended leave options such as sabbatical leave

• Private health insurance

• Blue Light card / discounts

• Enhanced family friendly policies

• Flexible working

• All company events and in-person team meet ups

• Access to a range of wellbeing activities

• Access to development / training opportunities to support your career ambition

• One volunteering day per year

Our Recruitment Process and Next Steps

At ProblemShared, we see beyond just your CV. We're genuinely excited about who you are, your potential, and the unique qualities you bring to our team. We also recognise that life outside of work is important, which is why we prioritise being a flexible employer.

We're proud to be an equal opportunity and Disability Confident Committed employer and celebrate diversity and are ambitious in creating a recruitment process that allows everyone to shine and showcase their unique qualities. We offer tailored opportunities and adjustments to help each individual reach their full potential.

It's as easy as 1-2-3!

• Step 1 - Screening call

• Step 2 - Interview

• Step 3 - Offer 

#LI-Remote