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, you’ll 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
You’ll provide a customer-focused service, handling inbound calls and emails from people making initial treatment enquiries. You’ll listen to their needs, explain available options and help them navigate the next steps.
You’ll 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.
You’ll also tailor available services to individual needs and support the arrangement of funding for NHS services.
You’ll have excellent verbal and written communication skills and be confident handling sensitive conversations with vulnerable people, always approaching each interaction with care and empathy.
You’ll 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 you’ll 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.
We want you to succeed at Priory and thrive in your role. You will be well supported with regular career conversations. We also offer full training and numerous pathways into leadership and qualified clinical positions to help you shape your career with us.
- 25 days Annual Leave + Bank Holidays + additional day’s leave for your Birthday!
- Annual leave entitlement increases based on length of service: 27 days after 5 years’ service and 30 days after 10 years’ service
- Length of service recognition awards – every 5 years
- Employee Assistance Programme
- Competitive Pension Scheme
- Initial Disclosure Check Cost covered, if applicable to role
- ‘My Possible Self’ App and health-related benefits
- Online discounts and cashback rewards – Priory Perks
- Smart Technology scheme (qualifying period)
- Cycle to work scheme (qualifying period)
- Smart Holidays (qualifying period)
- Gym Flex (qualifying period)
- Healthcare Cash Plan – Simply Health Scheme
- Eye Care Vouchers
- ‘Cash for Colleagues’ – Employee referral scheme
- Access to development opportunities
- Sponsorship of professional qualifications through our Individual Professional Development (IPD) panel
- Leadership & management development
- Parental Leave Gift
Please take the time to familiarise yourself with the full job description attached prior to making an application.
Shortlisting may begin upon receipt of applications, and the Recruiting Manager may close the vacancy early if enough suitable candidates are identified.
Priory is the UK’s 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 children’s mental health – and provide residential and supported living care for autistic adults, people with a learning disability, Prader–Willi 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.
