Single Point of Contact Advisor

.

Single Point of Contact Advisor – Forward Leeds

Location: Tower Court, Armley Rd, Armley, Leeds LS12 2LY
Working Hours: 30 hours per week
Contract Type: Permanent
Salary: £24,243 - £28,930 per annum (pro rata)

Make a real difference in your community

Are you passionate about helping others live safer, healthier and more independent lives?

Join Waythrough, one of the UK’s leading mental health and social support charities, and make a lasting impact every day.

We support over 125,000 people each year through our 200 services, empowering individuals to overcome challenges around mental health, housing, and substance use.

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.  

What You’ll Do

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.

To Succeed in This Role, You’ll Need:

• 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.
Please be advised, if you are viewing this role on Indeed, the link to the job description will not work. Please click the 'Apply via Company Website' button to be redirected to our careers page, where you will be able to view the job description in full. 

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

About Waythrough

Formed in 2024 through the merger of Humankind and Richmond Fellowship, Waythrough is now one of the largest mental health and social support charities in England.

With 3,500 staff and volunteers across more than 200 services, we help people to live full, meaningful lives.

Some roles may still appear under our legacy brands (Humankind, Richmond Fellowship, Aquarius) while we complete our integration — but wherever you join us, you’ll be part of one supportive team, sharing one purpose.

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.

If you need adjustments or support to apply, please email recruitmentteam@waythrough.org.uk.

How to Apply

If you’re viewing this advert on an external platform such as Indeed, please click ‘Apply via Company Website’ to view the full job description and submit your application.

Please note: The salary listed reflects the full earning potential for this role. Starting salaries depend on experience and progression within the band.