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Central Services, Ground Floor, Admiralty House, 9 Fudan Way, Stockton on Tees, TS17 6EN

Priory Group Division

Central Services


£23,400 per annum



Vacancy Type

Permanent - Full Time

Job Advert - Division Information

* Due to limits on sponsorship allocations, we are not currently in a position to offer sponsorship to new candidates for these roles, this remains under review *

Priory is the leading independent provider of mental healthcare and adult social care in the UK.

Job Advert Location Description

24/7, 365 a day Customer service function acting as the first point of contact for all self-paying clients looking to take their initial first steps into Treatment. We are a non- clinical function who provide clients with available options for them to make informed choices on the best pathway for them

We are advertising for 'Client Referral Coordinators.' We have 2 positions available. This role is office based with possibility of home working during unsociable hours. This role includes working on a rota, which will include occasional weekends. 


Job Advert Role Description

Job Overview

Inbound call centre, providing a customer centric experience. We are dedicated to providing prospective clients with the range of treatment options available, and assisting them take their first steps into the most suitable pathway with regards to private treatment for mental healthcare and addictions services. Also dealing with inbound emails. 

Duties include but are not limited to

  • Delivering best in class service to all existing and prospective clients looking for treatment. This includes exploring client needs in full, and matching these to our available services
  • Accurately logging and sharing client data in line with clinical requirements to ensure a speedy pathway into treatment
  • Following all internal processes  including, but not limited to, safeguarding and GDPR guidance
  • Replying to all client enquires via emails and web requests in a timely, professional manner
  • Working closely with Management and Peers to achieve both individual and team KPI’s and targets
  • Answering inbound client calls surrounding initial treatment enquiries
  • Answering client emails surrounding initial treatment enquiries
  • Liaising with internal and external stakeholders in helping clients access treatment
  • Ability to recognise vulnerability and following safeguarding protocols when necessary
  • Tailoring available services in line with client needs

What we would like from the role holder

  • Ability to work a varied shift pattern including weekends (Earliest shift start time is 8am and latest finish is 8:30pm) (Essential)
  • A minimum of 2 years previous experience of working in a fast paced, client centred environment  (Essential)
  • Someone with the ability to lone work, and also work as part of a team (Essential)
  • Confidently handle calls where you will talk about difficult subjects, support vulnerable customers, and deliver solutions with care and empathy (Essential)
  • Good levels of literacy and numeracy, ideally a minimum of grade C and above at GCSE level (Desirable)  
  • Good working knowledge of Microsoft packages including Word, Outlook and Excel (Desirable)
  • Ability to work to call KPIs and internal quality standards (Desirable)
  • Good knowledge of Mental health conditions and services/Healthcare experience (Desirable)

What we'd like to offer you:

  • 25 days Annual Leave + Bank Holidays + additional day’s leave for your Birthday!
  • Annual leave entitlement increase based on length of service: 27 days after 5 years’ service and 30 days after 10 years’ service
  • Length of service recognition awards
  • 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
  • Technology scheme (qualifying period)
  • Cycle to work scheme (qualifying period)
  • ‘Cash for Colleagues’ – Employee referral scheme
  • Career Pathways Programme – for development and further qualifications

Please take the time to familiarise yourself with the full job description attached prior to making an application.

We reserve the right to close the vacancy ahead of the closing date without notice.

Division DBS info


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


Job Description


Closing Date