Single Point of Contact Advisor

Humankind; Leeds; On-site; GBP 24,000 - 29,000; Full time

Job summary

A leading mental health charity in Leeds seeks a Single Point of Contact Advisor to provide support for all incoming calls and referrals. Key responsibilities include responding to inquiries, assessing risks, and working with a multi-disciplinary recovery team dedicated to helping service users in crisis. The ideal candidate will possess strong communication skills and a passion for making a difference. This permanent role offers a salary between £24,243 and £28,930 along with a range of benefits including generous annual leave and a pension scheme.

Benefits

27 days annual leave

Pension scheme

Life assurance

Enhanced sick pay

Birthday leave

Professional fee reimbursement

Online GP access

Recognition awards

£500 Recommend a Friend bonus

Cycle to Work scheme

Discounts via Blue Light Card

Qualifications

• Passion for making a difference and ensuring fair chances for all.
• Experience in customer-facing roles is beneficial.

Responsibilities

• Respond to calls and enquiries within agreed timescales.
• Provide a swift, coordinated response for people in crisis.
• Assess risk and ensure information is recorded appropriately.

Skills

Confident telephone communication

Empathetic nature

General administration duties

Customer service experience

Job description

Single Point of Contact Advisor – Forward Leeds

Location: Tower Court, Armley Rd, Armley, Leeds LS12 2LY
Working Hours: 37 hours per week, Monday‑Friday
Contract Type: Permanent
Salary: £24,243 – £28,930 per annum

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

About Waythrough

Waythrough was formed in 2024 following the merger of Humankind and Richmond Fellowship. Together, we’ve created one of the largest mental health and social support charities in England.

Every year, we support around 125,000 people through nearly 200 services – and it’s all made possible by our 3,500 brilliant staff and volunteers.

About the role

An exciting opportunity is available for a Single Point of Contact (SPOC) Advisor based within our Forward Leeds team at Tower Court.

The Single Point of Contact is the gateway for all calls and referrals coming into Forward Leeds. As a SPOC Advisor you will:

• Ensure all calls and enquiries are responded to fully and appropriately within agreed timescales (screening enquiries, dealing with prescribing queries, booking appointments via electronic diary management, connecting callers to other staff as appropriate).
• Handle calls from people in crisis or at risk, providing a swift, coordinated response and directing callers to the relevant part of the service using standardised triage assessment forms.
• Assess risk, be aware of safeguarding and diversity issues, and ensure all relevant information is recorded appropriately onto the management information system.

About you

You will have a passion for making a difference and fair chances for all at the core of everything you do.

Qualifications

• Confident telephone and in‑person communication with service users.
• Understanding and empathetic nature.
• Experience with general administration duties.
• Experience in a customer service/facing role is beneficial.

Team

You will work as part of our Forward Leeds Team—a multi‑disciplinary recovery team comprising Recovery Coordinators, Clinicians, Harm Reduction workers, Housing and Criminal Justice workers, Individual Placement Specialists and Volunteers. The team is supportive and welcoming, passionate about promoting recovery.

We advise applicants that the nature of this role involves speaking and giving advice to service users; information disclosed may be triggering to some.

Benefits

• 27 days of annual leave, rising to 32 after one year (plus bank holidays)
• Pension scheme: 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 of 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

Equality and inclusion

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. We have signed up to the Disability Confident Scheme – all applicants are welcome, and adjustments can be made to enable fair participation.

If you need adjustments or support to apply, please email our recruitment team: [e-mail]

Closing Date: 2026‑01‑20