What You’ll Do

• Manage incoming calls and enquiries from people accessing the service, professionals, families and carers.
• Gather accurate information and identify the most appropriate service, colleague or pathway for each person.
• Respond calmly and professionally to a range of enquiries, including situations involving risk or crisis.
• Complete assessments when required, including face-to-face contact with people accessing the service.
• Support with prescribing enquiries, appointment booking and electronic diary management.
• Maintain accurate, confidential and timely records using relevant electronic systems.
• Work within established referral procedures and care pathways.
• Complete and contribute to risk assessments and respond appropriately to safeguarding concerns.
• Work collaboratively with multidisciplinary colleagues and external agencies to achieve positive outcomes.
• Contribute to team meetings, supervision, training and your own professional development.

To Succeed in This Role, You’ll Need

• GCSE Maths and English or equivalent.
• Excellent communication and telephone skills.
• The ability to work sensitively with vulnerable or disadvantaged people.
• The ability to deal effectively with enquiries from service users, professionals, families and carers.
• Knowledge and understanding of the issues facing people who misuse substances.
• An understanding of risk assessment and safeguarding for children and vulnerable adults.
• The ability to respond appropriately to a range of calls, including those involving high risk or crisis.
• Strong IT and record-keeping skills, including confidence using Microsoft Office programmes.
• A mature, compassionate and non-judgemental approach to people accessing our services and their families.
• Knowledge of harm reduction and experience using SystmOne would be advantageous.
• An NVQ Level 3 in Health & Social Care or equivalent would also be advantageous.

If you’re an organised and compassionate communicator who can remain calm under pressure and help people access the right support at the right time, we’d love to hear from you.

Interviews will be held on a rolling basis as suitable candidates apply, and we reserve the right to close the vacancy early if a successful candidate is appointed.

To see the full job description, please click here.

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

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: 2026-10-09