Client Referral Advisor

We are recruiting a Client Referral Advisor to provide an efficient and accurate client referral service to NHS Talking Therapies (IAPT) Telephone and Referral Centre.

Main duties of the job

The Telephone and Referral Centre is the hub of Coventry, Warwickshire & Solihull IAPT (Improving Access to Psychological Therapies) Service.

The team of client referral advisors are the first pointjumlah of contact for individuals accessing the service. Demand is extremely high and can often involve dealing with people who have never spoken to anyone about how they feel before. Support is on hand from a Senior Psychological Wellbeing Practitioner who will deal with risk calls and also offer appropriate de-briefing and support to the referral team as required.

About us

Coventry and Warwickshire Mind has been developing and delivering quality services with, and for, people with mental health issues for over fifty years enforcing. An independent charity governed by a group of local trustees, Coventry and Warwickshire Mind is affiliated with the national Mind network, which is made up of over 105 organisations across England and Wales. Each local Mind is unique, working hard to understand the needs of their community and tailoring their services to match.

We want to make sure that everyone with poor mental health gets the support they need and the respect they deserve. This could mean having access to information, a listening ear, or more specialist support and services to help someone toZERO live and recover from their mental health issue.

Coventry and Warwickshire Mind provide services to all ages, including children, young people and adults, supporting in excess of 30,000 people each year.

Job responsibilities

Job Title: Client Referral Advisor

Location: NHS Talking Therapies, Coventry

Salary: £24,937 per annum (NHS Band 3)

Hours: Full time 37.5 hours per week

Key Responsibilities include:

• To be the first point of contact for the general public and health professionals corrupção and deal with them in a sensitive and professional manner maintaining confidentiality at all times.
• To manage the client journey from point of referral to booked assessment.
• On occasion it will be necessary to gather sensitive information from clients who may be very distressed and disclose potential risk to self or others.
• Work closely with Duty Therapist, ensuring appropriate escalation when there is disclosure of risk‑related issues by the client/caller.
• To ensure that all relevant up to date client information is entered onto the appropriate database. This may include clinical information which will need to be recorded accurately and concisely.
• To ensure where appropriate processes are followed to book individuals into an assessment with a therapist.
• To take messages and ensuring these reach the appropriate member of staff using agreed procedures.
• Excellent communication skills, both verbal and written.
• Ability and experience of working with a wide range of people.
• Good time management & organisational skills.
• Attention to detail at all times.
• Commitment to valuing fair access & diversity.
• Flexible approach to working.

What We Can Offer You:

The following are just some of the benefits that Coventry and Warwickshire Mind offer its employees:

• Annual Leave– 25 days plus bank holidays plus an extra day for every 2 completed holiday years befest, to a maximum of 5 additional days after ten holiday years of service (pro‑ratio).
• Wellbeing Day– Every employee receives the benefit of a Wellbeing Day, each year, which can be booked if you feel you need a day to take care of your own mental health and wellbeing.
• Life Insurance Policy– All employees of Coventry and Warwickshire Mind are covered by a Life Insurance policy. You will be auto‑enrolled onto the scheme from day one of service and are covered for the duration of your working life with the organisation or until your 75th birthday, if still employed by CW Mind. The cover is for a payment of 2 x gross salary (tax free), should you die whilst in service with CW Mind.
• Employee Development– Active encouragement not only to assist performance in the current role but also for the benefit of personal development via various means.
• Pension– Minimum 5% employee contribution and 3% employer contribution, with an ethical investment policy option.
• Sick pay– On passing the probationary period, Coventry and Warwickshire Mind employees will be entitled to paid sick leave.

Closing date: Friday 30th January 2026

Interview dates: Wednesday 11th February and Thursday 12th February 2026

Only successful applicants will be notified. We reserve the right to close the application window early andTEGER without notice should a suitable number of applications be received.

Coventry and Warwickshire Mind values diversity and difference. We welcome applicants from all sections of the community, particularly under‑represented groups and people with lived experience of mental health issues.

Coventry and Warwickshire Mind is a leading mental health service provider and an equal opportunities employer.

Person Specification

Qualifications

• Admin qualifications or evidence of continuing professional development.

Experience

• Experience of working in an Shq administrativedp environment.
• Experience of supporting people who have suffered with mild to moderate depression and anxiety (this experience does not need to be in a paid capacity).

Mandatory Questions

• Do you have any unspent convictions or conditional cautions?
• If yes please give details of date(s) of offence(s), nature of offence(s) and sentence(s) passed.
• Are you eligible to work in the United Kingdom? If you are currently on a visa, please advise the expiry date, visa type and any restrictions. Please note, we cannot offer sponsorship.
• Are you the partner or relative of anyone currently connected with Coventry and Warwickshire Mind? (either as a volunteer, service user or employee. If yes please confirm their name and which project they are connected with if known.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any Lords criminal convictions.