Client Referral Co-ordinator

Priory; Tees Valley; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

25 days annual leave + bank holidays

Birthday leave

Employee assistance programme

Disclosures pre-employment costs**

Wellbeing app

Online discounts

Cycle to work

Gym scheme

Healthcare cash plan

Eye care vouchers

Referral scheme

Development opportunities

IPD sponsorship

Leadership development

Parental leave gift

Job summary

Priory in Stockton-on-Tees is seeking a Client Referral Co-ordinator to join our Customer Service Centre. In this non-clinical role you will guide people through treatment options, take initial enquiries and record client information accurately in line with GDPR.

You’ll liaise with NHS professionals and internal teams to support access to treatment and funding solutions. You’ll need excellent verbal and written communication, compassion for vulnerable individuals, and the ability to work to

Qualifications

• Excellent verbal and written communication skills.
• Ability to listen attentively and respond empathetically to vulnerable individuals.
• Comfortable handling inbound calls and emails and recording information in GDPR-compliant systems.

Responsibilities

• Provide customer-focused service, handling inbound calls and emails from initial treatment inquiries.
• Record client information accurately in line with GDPR and coordinate with internal/external stakeholders to support access to treatment.
• Assist with tailoring services to individual needs and supporting NHS funding arrangements.

Skills

Verbal communication

Written communication

Empathy

Listening skills

Call handling

Job description

Application Deadline: 8 November 2026

Department: Corporate Services

Location: Customer Services Centre

Compensation: £26,227 / year

Description

We have an excellent opportunity for a Client Referral Co-ordinator to join our Customer Service Centre in Stockton-on-Tees.

Our Customer Service Centre operates 365 days a year and is the first point of contact for people exploring treatment as a self-paying client, as well as NHS professionals seeking emergency bed placements across our national network of hospitals.

As a non-clinical team, you’ll help people understand their available treatment options and take their first steps towards the most appropriate pathway. This is a rewarding role where your communication skills, empathy and ability to listen will make a real difference.

Location: Customer Service Centre, Ground Floor, Admiralty House, 9 Fudan Way, Stockton-on-Tees, TS17 6EN.

What you’ll be doing

You’ll provide a customer-focused service, handling inbound calls and emails from people making initial treatment enquiries. You’ll listen to their needs, explain available options and help them navigate the next steps.

You’ll accurately record client information in line with GDPR, liaise with internal and external stakeholders to support access to treatment, and recognise and respond appropriately to vulnerability and safeguarding concerns.

You’ll also tailor available services to individual needs and support the arrangement of funding for NHS services.

What you’ll bring to the role

You’ll have excellent verbal and written communication skills and be confident handling sensitive conversations with vulnerable people, always approaching each interaction with care and empathy.

You’ll be comfortable working to call-handling KPIs and quality standards, able to work independently as well as part of a team, and confident using systems to accurately record information.

The role operates 365 days a year, so you’ll need to be flexible to work a varied shift pattern, including weekends, evenings and nights.

Knowledge of mental health conditions and services is desirable but not essential.

What we will give you in return

• 25 days Annual Leave + Bank Holidays + additional day’s leave for your Birthday!
• Annual leave entitlement increases based on length of service: 27 days after 5 years’ service and 30 days after 10 years’ service
• Length of service recognition awards – every 5 years
• Employee Assistance Programme
• Initial Disclosure Check Cost covered, if applicable to role
• ‘My Possible Self’ App and health-related benefits
• Online discounts and cashback rewards – Priory Perks
• Smart Technology scheme (qualifying period)
• Cycle to work scheme (qualifying period)
• Smart Holidays (qualifying period)
• Gym Flex (qualifying period)
• Healthcare Cash Plan – Simply Health Scheme
• Eye Care Vouchers
• ‘Cash for Colleagues’ – Employee referral scheme
• Access to development opportunities
• Sponsorship of professional qualifications through our Individual Professional Development (IPD) panel
• Leadership & management development
• Parental Leave Gift

Please take the time to familiarise yourself with the full job description attached prior to making an application.

Shortlisting may begin upon receipt of applications, and the Recruiting Manager may close the vacancy early if enough suitable candidates are identified.