Client Referral Co-ordinator

Job summary

We have an excellent opportunity for a Client Referral Co-ordinator to join our Customer Service Centre in Stockton-on-Tees.

Our Customer Service Centre operates 365 days a year and is the first point of contact for people exploring treatment as a self-paying client, as well as NHS professionals seeking emergency bed placements across our national network of hospitals.

As a non-clinical team, youll help people understand their available treatment options and take their first steps towards the most appropriate pathway. This is a rewarding role where your communication skills, empathy and ability to listen will make a real difference.

Location: Customer Service Centre, Ground Floor, Admiralty House, 9 Fudan Way, Stockton-on-Tees, TS17 6EN Main duties of the job Youll provide a customer-focused service, handling inbound calls and emails from people making initial treatment enquiries.

Youll listen to their needs, explain available options and help them navigate the next steps. Youll accurately record client information in line with GDPR, liaise with internal and external stakeholders to support access to treatment, and recognise and respond appropriately to vulnerability and safeguarding concerns.

Youll also tailor available services to individual needs and support the arrangement of funding for NHS services.

About us

Priory is the UKs leading independent provider of mental health and adult social care. With 12,000 colleagues and a network of 270 services, we support over 24,000 people each year to live their lives as fully and independently as possible.

We treat more than 70 conditions including depression, anxiety, eating disorders and childrens mental health and provide residential and supported living care for autistic adults, people with a learning disability, PraderWilli Syndrome, brain injuries and older people.

We are an equal opportunities employer committed to providing an inclusive, accessible recruitment process. Learn more about the accessibility support we offer here . For agency enquiries and applications, please view our legal statement here .

All roles are subject to a successful disclosure at an appropriate level from the Disclosure and Barring Service (DBS), Access NI or Disclosure Scotland. Priory will cover the cost of a DBS check.

Job description

Job

responsibilities

Youll provide a customer-focused service, handling inbound calls and emails from people making initial treatment enquiries. Youll listen to their needs, explain available options and help them navigate the next steps.

Youll accurately record client information in line with GDPR, liaise with internal and external stakeholders to support access to treatment, and recognise and respond appropriately to vulnerability and safeguarding concerns. Youll also tailor available services to individual needs and support the arrangement of funding for NHS services.

Person Specification

Skills Knowledge & Expertise Essential Youll have excellent verbal and written communication skills and be confident handling sensitive conversations with vulnerable people, always approaching each interaction with care and empathy.

Youll be comfortable working to call-handling KPIs and quality standards, able to work independently as well as part of a team, and confident using systems to accurately record information. The role operates 365 days a year, so youll need to be flexible to work a varied shift pattern, including weekends, evenings and nights.

Knowledge of mental health conditions and services is desirable but not essential.

Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.