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Sonder is a workplace health, safety, and wellbeing platform that provides 24/7 real-time support from safety, medical, and mental health professionals. Founded in 2017 and backed by Seek and Blackbird, the company supports over one million members globally across Australia, New Zealand, and the UK.
You will lead the UK Care Specialist team from the Manchester office, reporting to the UK Member Support Manager. Working Monday to Friday, 9:00am to 5:30pm, you'll be responsible for ensuring every member receives timely, accurate, and compassionate support while managing a team that operates 24/7.
Key responsibilities include:
- Leading, coaching, and motivating Care Specialists with monthly feedback sessions for all direct reports
- Building and maintaining a 24/7 roster while actively managing fatigue and team wellbeing
- Providing advice and decisions for urgent issues outside standard hours and stepping in during high-volume periods
- Owning induction and ongoing training aligned with the L&D Framework, including compliance assessments
- Acting as hiring manager for Care Specialists, partnering with People & Culture to grow the team
- Contributing to quality assurance by auditing 10% of active support cases and driving coaching and process improvements
- Managing team administration including payroll, leave, and rostering
You'll work in a fast-paced, high-performance environment with a collaborative team dedicated to making a real impact on people's lives. The role requires managing live incidents, severe weather events, and medical emergencies as they unfold, while coordinating with medical professionals in a multidisciplinary setting.
Benefits include free access to the Sonder app for employees and families, paid parental leave (12 weeks for primary carers, 4 weeks for secondary carers, with 80% return-to-work option), 2 days of study leave annually, Employee Share Option Plan, workplace pension with up to 5% matched contributions, Bike2Work scheme, annual wellbeing investment, and 2 days of volunteer leave per year.
Requirements:
- At least two years leading frontline teams in a 24/7 contact centre handling high volumes of diverse and sensitive inbound cases
- Experience managing live incidents, severe weather events, and medical emergencies
- Experience working with and coordinating medical professionals within a multidisciplinary team
- Track record of managing performance through regular and structured feedback
- Ability to understand complex products and ensure members receive appropriate care across multiple pathways
- Clear, calm communication and sound prioritisation in high-pressure environments
- Empathy and emotional intelligence with self-awareness to support team members through personal and professional challenges
- Comfort with change and ability to adapt quickly
- Enhanced DBS check required
Nice to have:
- Background in unscheduled care or telehealth
- Degree in business management, medicine, or mental health
