Job description

About

Single Point of Contact Advisor

Working hours: 37 hours per week, Monday-Friday
Location: Tower Court, Armley Rd, Armley, Leeds LS12 2LY

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 click here.
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The salary advertised above demonstrates the full earning potential for this role, starting salaries will allow for pay progression within the pay band.

Who are we…
Waythrough launched in October 2024 following the merger of Humankind and Richmond Fellowship. Our vision is to break down the barriers that stop people getting the support they need to live a life they value. We tackle poverty and disadvantage in communities, through mental health, drug and alcohol, housing and related support.

We have almost 200 services around England – and nearly 3,500 amazing staff and volunteers who run them. Every year our services support around 125,000 people.

Bringing together two big organisations is not a small task and it’ll take a while to fully integrate our systems, processes and approaches. That’s why you will notice the jobs here are still branded ‘Humankind’. Next year we’ll be fully integrating our recruitment systems but for now they are separate.

Thanks for bearing with us – and don’t forget to check out the Waythrough jobs on the Richmond Fellowship and Aquarius job site https://recoveryfocus.wd3.myworkdayjobs.com/Recovery_Focus_Careers.

What can Waythrough offer you…
️ Generous annual leave entitlement (27 days, plus bank holidays, increasing to 32 after 1 years’ service)
Annual leave purchase scheme
Enhanced occupational sick pay
% Enhanced employer contribution to your workplace pension
Death in service benefit
✍️ Free Will writing
Eyecare vouchers
️ Blue light card discount
Fantastic learning and development opportunities, including free training courses
Work-life balance- flexible working and family friendly policies
‍♀️ Happy, Healthy You! – our wellbeing offers for our workforce
Employee Assist Programme and Waythrough Support Networks

Waythrough is an equal opportunities employer
We value unique perspectives and experiences that everyone can bring, and fully understand the strength in diversity and inclusion. We encourage applications from all backgrounds, regardless of race, gender, religion, gender identity, sexual orientation, national origin, or disability. If you have a genuine passion for working for us, we want to hear for you. We also welcome applications from people with lived experience with substance use. If you require support with your application, please contact the Recruitment Team at people.recruitment@waythrough.org.uk