Recovery Focus
SPOC Advisor
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SPOC Advisor
SPOC Advisor
Location: 56–60 Castle Road, Scarborough, YO11 1XE Working Hours: Full-time, 37 hours per week Contract Type: Permanent, full-time 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.
About the Role
We are looking for a compassionate and organised SPOC (Single Point of Contact) Advisor to join our team in a permanent, full-time role. 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.
What You’ll Be Doing
- 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
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What We’re Looking For
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
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
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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. 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.uk
Closing Date: 2026-07-17
Waythrough launched in October 2024 following the merger of Humankind and Richmond Fellowship. In April 2026, Aquarius, our former subsidiary partner, merged with Waythrough. Our vision is to break down the barriers that stop people getting the support they need to live a life they value. We tackle poverty and disadvantage in communities, through mental health, drug and alcohol, housing and related support. We have 260 services around England – and nearly 3,500 amazing staff and volunteers who run them. Every year our services support around 130,000 people.
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