Client Referral Co-ordinator

Priory Group; Thornaby-on-Tees; 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

IPD / professional development support

Sponsorship of professional quals

Discounts and rewards (Priory Perks)

Job summary

Priory Group is seeking a Client Referral Co-ordinator for our Customer Service Centre in Stockton-on-Tees. You will handle initial treatment enquiries, explain options, and guide people toward the appropriate care pathway.

You will record data per GDPR, work with internal and external stakeholders, and support access to NHS services while remaining flexible for a 365-day operation and varied shift patterns.

Qualifications

• Excellent verbal and written communication skills.
• Comfortable handling sensitive conversations with vulnerable people.
• Able to work independently as well as in a team.
• Able to meet call-handling KPIs and quality standards.

Responsibilities

• Handle inbound calls and emails from people making initial treatment enquiries.
• Record client information accurately in line with GDPR.
• Liaise with stakeholders to support access to treatment.
• Tailor available services to individual needs and assist NHS funding arrangements.

Job description

Client Referral Co-ordinator

Application Deadline: 9 October 2026

Department: Corporate Services

Employment Type: Permanent - Full Time

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

We want you to succeed at Priory and thrive in your role. You will be well supported with regular career conversations. We also offer full training and numerous pathways into leadership and qualified clinical positions to help you shape your career with us.

• 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