We are looking for a compassionate and organised SPOC (Single Point of Contact) Advisor to join our team on a 12-month maternity cover contract .
As the first point of contact for many people accessing the service, you will play a vital role in ensuring individuals, family members, carers and professionals receive a supportive, efficient and professional response. You will help people access the right support at the right time while contributing to a high-quality recovery-focused service.
This is an exciting opportunity for someone with strong communication skills, experience working with vulnerable people and a passion for making a difference within the community.
Responsibilities
Managing incoming calls and enquiries in a calm, professional and supportive manner
Providing information, screening enquiries and directing individuals to the most appropriate part of the service
Booking appointments and managing electronic diaries
Completing assessments where required, including face-to-face interactions with service users
Accurately recording information using electronic case management systems including SystmOne
Supporting safeguarding, confidentiality and risk management processes
Working collaboratively with colleagues and partner agencies to ensure effective service delivery
Maintaining accurate records and ensuring information is shared appropriately within required timescales
Participating in team meetings, supervision, training and ongoing professional development
Working within established referral pathways, policies and procedures
Requirements
Essential:
GCSE Maths and English (or equivalent)
Excellent communication and telephone skills
Experience supporting disadvantaged or vulnerable individuals
Ability to manage sensitive or high-risk calls, including people in crisis
Understanding of safeguarding for children and vulnerable adults
Ability to maintain accurate records and use management information systems
Understanding of substance misuse and the challenges people may face
A non-judgemental, empathetic and professional approach
Proficiency in Microsoft Office and Outlook
Desirable:
NVQ Level 3 in Health & Social Care (or equivalent)
Experience using SystmOne
Knowledge of harm reduction approaches
Benefits
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 payBirthday leave and the option to buy up to 5 extra days' annual leaveProfessional fee reimbursement for relevant qualifications24/7 online GP access and Employee Assistance ProgrammeRecognition and long service awards via our Way to Go and Aspirations portals£500 Recommend a Friend bonusCycle to Work scheme and Credit Union membershipDiscounts via Blue Light Card, Charity Discounts, Extras and Tickets for GoodFree will writing service and wellbeing initiatives throughout the yearInclusion and accessibilityWaythrough 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: recruitmentteam@waythrough.org.ukClosing Date:2026-06-11Health insuranceVision insurancePerformance bonus
Additional Information
Location: 56-60 Castle Road, Scarborough, YO11 1XE
Working Hours: 37 hours
Contract Type: 12-Month Maternity Cover Contract
Salary: £25,877.80 - £30,868 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.
Make a real difference in your community
Are you passionate about helping others live safer, healthier, more independent lives? Join our team at Waythrough and support people facing challenges around mental health, substance use, housing or domestic abuse. This is more than just a job - it's a chance to build meaningful relationships and create lasting change.
Recoveryfocus · North Yorkshire Horizons - Castle Road