The Help Desk Officer is part of the Communications team in the Castle Craig Group which works closely with our colleagues in the admissions departments in the Castle Health Group. The primary responsibility of the role is to answer, develop and log enquiries and filter qualifying leads through to the Admissions Department, specifically undertaking the work as outlined below:

• To be the first point of contact for anyone contacting Castle Health clinics
• To direct calls and emails (which are not enquiring about treatment) to the correct individual or department
• To engage with callers when enquiring about treatment for them or a family member and help them take the next steps
• To conduct pre-admission assessments
• To pass qualifying enquiries to a member of the Admissions Department
• To refer non-qualifying enquiries to appropriate alternative treatment providers following protocols
• Liaise with the Partnership Outreach team to maintain an up-to-date list of preferred alternative treatment providers, adding to the list when new referrers make enquiries
• Liaise with Partnership Outreach team regarding Private Medical Insurance matters
• To follow up with open enquiries until they are ready to be referred to Admissions or to an alternative treatment provider or the lead is closed
• To accurately record and report on enquiry activities on the CRM and other platforms and in team meetings
• To provide administrative support where required
• To provide communications as instructed by the Manager for time-keeping
• To maintain productive working relationships with the Outreach team, notifying all referrals in or out
• Staff need to be willing/able to work evenings and weekend shifts, which can be done from home
• All enquiries and leads will be shared across the department. Only when a qualified lead is confirmed – it will be sent through to the Admissions Department, who then oversee that case from that point on
• Help Centre Officers will be able to work from home, but will be required to work on-site when needed.

In order to fulfil these duties, it is essential that the Help Centre Officer has an open and enquiring mind, and is willing to develop a deep understanding of addiction of the treatment provided at Castle Health, including (but not limited to):

• How addiction can impact the behaviour of individuals
• How individuals with addiction can impact the lives of those around them
• What treatment options are available to people who suffer from addiction and what support is available to their loved ones
• How Castle Craig treats addiction, our programme, and our unique selling points.

Help Desk Officers will be expected to have a full understanding of the systems, software and IT hardware that are in use in the admissions office, including telephonic systems.

Additional

Confidentiality

“The prohibition of unauthorised disclosure covers all information about the patient, including attendance or absence, physical whereabouts or status as patients whether or not such information is recorded. Therefore disclosure that a person is NOT or HAS NOT been attending a programme is prohibited. Any improper or unauthorised request must be met with a “non-committal” response. However, the presence of any in-patient at Castle Craig for alcohol/drug treatment may be acknowledged to callers or visitors only with the patient’s consent.”

Skills Required

• Helpful, empathetic, positive call tone.
• Excellent organisational skills.
• Good Office Suite skills, and CRM software experience.
• Experience in the addiction sector/addiction recovery is preferable.

Salary: £23,000 to £26,000 depending on experience

CV + Cover Letter.