Single Point of Contact Advisor

Forward Leeds; Peterlee; On-site; GBP 24,000 - 29,000; Full time

Job summary

A charitable organization in the UK is seeking a Single Point of Contact Advisor to manage calls and referrals, ensuring swift responses and appropriate handling of sensitive information. The role requires empathy, effective communication, and general administrative experience, contributing to a supportive multi-disciplinary team. Benefits include a comprehensive package with generous leave, pension contribution, and professional development support.

Benefits

27 days’ annual leave

Pension scheme with employer contribution

Enhanced sick pay

Birthday leave

Professional fee reimbursement

Discounts via multiple programs

Qualifications

• Experience in a customer service or facing role is beneficial.
• Understanding of safeguarding issues and diversity needs is essential.
• Ability to accurately record information on management systems.

Responsibilities

• Respond to all calls and enquiries within agreed timescales.
• Screen enquiries and manage appointments via electronic diary.
• Assess risk and provide a coordinated response to callers.

Skills

Customer service

Telephone communication

Empathy and understanding

General administrative duties

Job description

**Single Point of Contact Advisor – Forward Leeds****Location:** Tower Court, Armley Rd, Armley, Leeds LS12 2LY **Working Hours:** 37 hours per week, Monday-Friday **Contract Type:** Permanent **Salary:** £24,243 - £28,930 per annum*Please note: The salary listed reflects the full earning potential for this role. Starting salaries depend on experience and progression within the band.***About Waythrough**Waythrough was formed in 2024 following the merger of Humankind and Richmond Fellowship. Together, we’ve created one of the largest mental health and social support charities in England.Every year, we support around 125,000 people through nearly 200 services – and it’s all made possible by our 3,500 brilliant staff and volunteers.**Make a real difference in your community****About the role:** An exciting opportunity is available for a Single Point of Contact (SPOC) Advisor based within our Forward Leeds team based within the Tower Court. The Single Point of Contact is the gateway for all calls and referrals coming into Forward Leeds. As a SPOC Advisor you will:* Ensure that all calls and enquiries are responded to fully and appropriately, within agreed timescales. This will involve: screening enquiries, directly dealing with a range of issues such as prescribing queries, booking appointments via electronic diary management and connecting the callers through to other staff, as appropriate. At times this may also include calls from people in crisis or at risk.* You will provide a swift, coordinated response, directing callers to the relevant part of the service, using standardised triage assessment forms.* The post holder will be required to have the ability to assess risk, be aware of safeguarding issues, and understand diversity issues and needs.* Following each contact you will be required to ensure all relevant information and data is recorded appropriately onto the management information system.**About you:** You will have a passion for making a difference and fair chances for all should be at the core of everything you do. The successful candidate will:* Be confident speaking on the telephone and in person to service users.* Be understanding and empathetic in nature* Have experience with general administration duties* Have experience working in a customer service/facing role would be beneficial**Who will you be working with….** You will be working as part of our Forward Leeds Team. The team is a multi-disciplinary recovery team comprising of colleagues from diverse professional and personal backgrounds. The wider Forward Leeds Team includes Recovery Coordinators, Clinicians, Harm Reduction workers, Housing and Criminal Justice workers, Individual Placement Specialists and Volunteers. We are a supportive and welcoming team, who are passionate about supporting and promoting recovery for those we care for and within our local community. We do advise applicants that apply the nature of this role involves speaking and giving advice to service users, information disclosed may be triggering to some. To see the full job description and person specification, please**What We Offer**We value the people who make a difference every day. Alongside meaningful work, you’ll enjoy a comprehensive benefits package:* 27 days’ annual leave, rising to 32 after 1 year (plus bank holidays)* Pension scheme with 4.5% employer contribution, matched up to 6.5%* Life assurance (3× annual salary)* Enhanced sick pay and family-friendly pay* Birthday leave and the option to buy up to 5 extra days’ annual leave* Professional fee reimbursement for relevant qualifications* 24/7 online GP access and Employee Assistance Programme* Recognition and long service awards via our *Way to Go* and *Aspirations* portals* £500 *Recommend a Friend* bonus* Cycle to Work scheme and Credit Union membership* Discounts via Blue Light Card, Charity Discounts, Extras and Tickets for Good* Free will writing service and wellbeing initiatives throughout the year**Inclusion and accessibility**Waythrough is proud to be an equal opportunities employer. We welcome applications from all backgrounds and communities, especially those with lived experience of the issues we support.We have signed up to the Disability Confident Scheme - all applicants are welcome, and adjustments can be made to enable fair participation.If you need adjustments or support to apply, please email our recruitment team: **[e-mail]**Closing Date:2026-01-20