About this role
Job summary
We are recruiting a Client Referral Advisor to provide an efficient and accurate client referral service to NHS Talking Therapies Telephone and Referral Centre.
Main duties of the job
CWW Mind works in partnership with NHS Coventry and Warwickshire Partnership Trust to deliver Talking Therapies across Coventry and Warwickshire.
CWW Mind manages the Telephone Access and Referral Centre (TaRC), the central referral hub for all Talking Therapies enquiries. Our Client Referral Advisors manage a high volume of referrals each week, ensuring people access support quickly and safely.
As a Client Referral Advisor, you will be one of the first people that individuals speak to when accessing NHS Talking Therapies. Every interaction matters, and you will play a key role in ensuring people receive a compassionate, professional and efficient experience from their very first contact with the service.
Working in a busy and rewarding environment, you will manage referrals, support patients through the referral process and work closely with clinicians to ensure people access the right support at the right time.
This role is ideal for someone who enjoys working with people, thrives in a high demand environment and can balance empathy with excellent organisation and attention to detail.
About us
Coventry, Warwickshire and Worcestershire Mind (CWW Mind) has been supporting people with mental health issues for 60 years, developing and delivering quality services alongside local communities.
As an independent charity governed by local trustees, we are part of the national Mind network of over 100 organisations across England and Wales. Each local Mind is unique, working to understand and respond to the needs of the communities it serves.
We believe everyone experiencing poor mental health should have access to the support, information and respect they need. Our services support children, young people and adults, helping more than 30,000 people each year through a range of information, wellbeing and specialist services.
Job description Job responsibilities
Job Title: Client Referral Advisor
Location: NHS Talking Therapies, Coventry
Salary:£25,760 per annum (NHS Band 3)
Hours: Full time 37.5 hours per week
Why join the team?
As a Client Referral Advisor, you will be based at CWW Mind in Coventry, working alongside experienced clinicians and develop a strong understanding of NHS Talking Therapies and the patient journey. This role is ideal for someone with a genuine interest in mental health and psychological therapies who is passionate about providing an excellent referral and access service.
We are looking for someone who is committed to making every contact a positive experience and ensuring that each person receives a supportive, professional and compassionate service.
Key Responsibilities include:
To be the first point of contact for the general public and health professionals and deal with them in a sensitive and professional manner maintaining confidentiality at all times. To manage the client journey from point of referral to booked assessment. On occasion it will be necessary to gather sensitive information from clients who may be very distressed and disclose potential risk to self or others. Work closely with Duty Therapist, ensuring appropriate escalation when there is disclosure of risk-related issues by the client/caller. To ensure that all relevant up to date client information is entered onto the appropriate database. This may include clinical information which will need to be recorded accurately and concisely. To ensure where appropriate processes are followed to book individuals into an assessment with a therapist. To take messages and ensuring these reach the appropriate member of staff using agreed procedures.
Essential criteria include:
Enjoys working in a busy, varied environment and adapts quickly to changing priorities and processes.Excellent communication skills, both verbal and written.Highly organised, with strong time management skills and the ability to prioritise.Mental health support experience is desirable.Confident using multiple computer systems, with excellent IT skills and the ability to learn new systems quicklyHas experience working with a wide range of people and is committed to providing inclusive, respectful support.Good time management & organisational skills.Demonstrates excellent attention to detail.Commitment to valuing fair access & diversity.Flexible approach to working.What We Can Offer You:
The following are just some of the benefits that Coventry and Warwickshire Mind offer its employees:
Annual Leave- 25 days plus bank holidays plus an extra day for every 2 completed holiday years service, to a maximum of 5 additional days after ten holiday years of service (pro-rata). Wellbeing Day- Every employee receives the benefit of a Wellbeing Day, each year, which can be booked if you feel you need a day to take care of your own mental health and wellbeing. Life Insurance Policy- All employees of Coventry and Warwickshire Mind are covered by a Life Insurance policy. You will be auto enrolled onto the scheme from day one of service and are covered for the duration of your working life with the organisation or until your 75th birthday, if still employed by CW Mind. The cover is for a payment of 2 x gross salary (tax free), should you die whilst in service with CW Mind. Employee Development- Active encouragement not only to assist performance in the current role but also for the benefit of personal development via various means. Pension- Minimum 5% employee contribution and 3% employer contribution, with an ethical investment policy option. Sick pay- On passing the probationary period, Coventry and Warwickshire Mind employees will be entitled to paid sick leave.Closing date: Monday 03rd August 2026
Interview dates: Monday 10th August and Tuesday 11th August 2026, with further interviews after the closing date.
Only successful applicants will be notified. We reserve the right to close the application window early and without notice should a suitable number of applications be received.
Coventry and Warwickshire Mind values diversity and difference. We welcome applicants from all sections of the community, particularly under-represented groups and people with lived experience of mental health issues.
Coventry and Warwickshire Mind is a leading mental health service provider and an equal opportunities employer.
Person Specification
Qualifications Desirable
Admin qualifications or evidence of continuing professional development. Mental Health qualification.
Experience Essential
Experience of working in an administrative environment.
Desirable
Experience of supporting people who have suffered with mild to moderate depression and anxiety (this experience does not need to be in a paid capacity). Experience of mental health crisis.
Mandatory Questions Essential
Do you have any unspent convictions or conditional cautions? If yes please give details of date(s) of offence(s), nature of offence(s) and sentence(s) passed. Are you eligible to work in the United Kingdom? If you are currently on a visa, please advise the expiry date, visa type and any restrictions. Please not, we cannot offer sponsorship. Are you the partner or relative of anyone currently connected with Coventry and Warwickshire Mind? (either as a volunteer, service user or employee If yes please confirm their name and which project they are connected with if known.
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Coventry and Warwickshire Mind
Address Melbourne Gardens
Windsor Street
Coventry
CV1 3BT
United Kingdom
Employer's website https://cwmind.org.uk (Opens in a new tab)