Job Description
Client Referral Co-ordinator
Application Deadline: 29 May 2026
Department: Corporate Services
Employment Type: Permanent - Full Time
Location: Customer Services Centre
Compensation: £26,227 / year
A Customer service function which is open 365 days a year, acting as the first point of contact for all self-paying clients looking to take their initial first steps into Treatment, and NHS professionals in supporting emergency bed placements, throughout our national network of Hospitals. We are a non- clinical function who provide available options for them to make informed choices on the best treatment pathways
Location of the role:
Customer Service Centre, Ground Floor, Admiralty House, 9 Fudan Way, Stockton on Tees, TS17 6EN
Key Responsibilities
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
Duties include but are not limited to:
- Answering inbound client calls surrounding initial treatment enquiries
- Answering client emails surrounding initial treatment enquiries
- Accurate logging of client data into internal systems, and in line with GDPR guidelines
- 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
- Arranging funding for NHS services
Skills, Knowledge & Expertise
- Ability to work to call KPIs and internal quality standards
- Someone with excellent verbal and written communication skills
- Someone with the ability to lone work, and also work as part of a team
- Confidently handle calls where you will talk about difficult subjects, support vulnerable customers, and deliver solutions with care and empathy
- Ability to work a varied shift pattern including weekends, evenings and nights
- Good knowledge of Mental health conditions and services is desirable
Job Benefits
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.
