About this role
Job summary
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
Main duties of the job
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 enquiriesAnswering client emails surrounding initial treatment enquiriesAccurate logging of client data into internal systems, and in line with GDPR guidelinesLiaising with internal and external stakeholders in helping clients access treatmentAbility to recognise vulnerability and following safeguarding protocols when necessaryTailoring available services in line with client needsArranging funding for NHS services
About us
Priory is the UKs leading independent provider of mental health and adult social care. With 12,000 colleagues and a network of 270 services, we support over 24,000 people each year to live their lives as fully and independently as possible. We treat more than 70 conditions including depression, anxiety, eating disorders and childrens mental health and provide residential and supported living care for autistic adults, people with a learning disability, PraderWilli Syndrome, brain injuries and older people.
We are an equal opportunities employer committed to providing an inclusive, accessible recruitment process. Learn more about the accessibility support we offer here.
For agency enquiries and applications, please view our legal statement here.
All roles are subject to a successful disclosure at an appropriate level from the Disclosure and Barring Service (DBS), Access NI or Disclosure Scotland. Priory will cover the cost of a DBS check.
Job description Job responsibilities
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
Person Specification
Skills Knowledge & Expertise Essential
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
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 Priory Healthcare
Address Admiralty House, Teesdale Business Park, 9 Fudan Way
Stockton-on-Tees
County Durham
TS17 6EN
United Kingdom
Employer's website https://jobs.priorygroup.com/why-join-us/ (Opens in a new tab)