Job summary
Alliance Psychological Services is an independent provider of counselling and psychological therapy services based in the Tees Valley area and working across the North-East region. We are working in partnership with Middlesbrough & Stockton Mind to deliver the IMPACT on Teesside service.
We are looking for an experienced administrator to join our admin team.
As a key team member, you will talk directly to people who contact our service and support our therapists with admin tasks. You will answer phone calls about referrals and appointments and help with other related duties. We receive a high volume of telephone calls, including calls from people in distress, so being confident in answering the phone is essential.
You must have the right to work in the UK as we do not offer sponsorship for visas.
Please note we monitor the use of AI, if applicants have used it they should declare it.
AI-generated content may lack detail and not address key criteria outlined in the job description.
Personalisation is essential to convey individual skills, knowledge, and experiences effectively.
Main duties of the job
You need to work well both on your own and with guidance. Experience with the patient management system IAPTUS would be a plus, but we will provide full training.
You should have an NVQ Level 2 in Administration Business or similar or have significant relevant experience. Computer literacy is essential as you will be expected to input information onto a clinical database.
This job will be based at our Stockton office, 24 Yarm Road, TS18 3NA. You will occasionally be asked to work at other offices in Teesside to help with absence cover, so flexibility is important.
The working hours are:
Please note: The working hours for this role are fixed and cannot be changed. We kindly ask that only applicants who are able to work these hours apply.
The salary is £24,570 per year, pro rata to hours worked.
Closing date for applications: 30th October 2025
Interviews will be held on: 5th and 6th November 2025
About us
Alliance offers first rate training and development opportunities, flexible working where appropriate, 38 days annual leave per annum pro rata, two EAP health schemes and a 3% contributory pension scheme. We also offer some great initiatives to help support your health and wellbeing.
Alliance Psychological Services Limited is committed to promoting equal opportunities in our employment practice and service delivery. We are signatories to the Mindful Employers Charter. Alliance also has Investors in People status and is committed to the National Living Wage.
Alliance Psychological Services follows safer recruitment of staff for all appointments. It is a requirement that all staff understand it is each persons individual responsibility and are committed to promoting and safeguarding the welfare of clients. Please note that due to the nature of the duties of these roles, an enhanced criminal records disclosure will be sought in the event of a successful application.
Job description
Job responsibilities
The post holder will offer administrative support to Impact on Teesside and provide a first point of contact to people accessing the service. They will also assist in providing an appointment administration service ensuring that all new patients are offered an appointment within specified deadlines to meet targets set by the contract Commissioners.
They will ensure a timely turnover of workload for the team and maintain an accurate and up to date clinical database for the service.
This position requires flexible hours between 8am until 8pm on weekdays.
Main Duties and Responsibilities
Administrative
To provide efficient, accurate and timely administrative support to all team members including ensuring appropriate maintenance of electronic diaries, taking messages as appropriate, and dealing with confidential information.
To offer new patients a first appointment within the target dates, send an appointment letter and appropriate literature to the patient.
To ensure all information regarding appointments is entered onto the clinical database accurately.
To ensure a professional customer focused service is maintained at all times with excellent communication.
To ensure all service mail is appropriately handled and accurate messages are taken and passed to the relevant team member or designated duty worker as soon as possible.
To ensure an effective filing system is maintained.
Any other duties that may be required to facilitate the smooth and efficient running of the administrative function of the service.
Service Support
To assist in the provision of information to patients of GP practices referred to or contacting the service including responding sensitively and promptly to those accessing the service by phone.
To assist in the processing of all referrals to the service to ensure that agreed target times are met.
Liaise with therapists within the team making sure their availability for new patient appointments has been provided on a weekly basis.
To enter clinical and other data onto the Clinical Database in accordance with agreed procedures and guidelines.
Additional Duties
Work as part of a team to cover the main reception desk for premises where this is applicable. Provide a courteous and efficient reception service for people visiting the building and respond to incoming telephone calls.
Undertake any other additional duties appropriate to the post as requested.
Confidentiality
In the performance of their duties, the post-holder may have access to confidential information relating to clients and their care, staff and others. They may also have access to information relating to Impact as a business organisation. All such information from any source is to be regarded as strictly confidential
Information relating to clients, carers, staff, other healthcare workers or Impact business may only be divulged to authorised persons in accordance with Impact policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Job description
Job responsibilities
The post holder will offer administrative support to Impact on Teesside and provide a first point of contact to people accessing the service. They will also assist in providing an appointment administration service ensuring that all new patients are offered an appointment within specified deadlines to meet targets set by the contract Commissioners.
They will ensure a timely turnover of workload for the team and maintain an accurate and up to date clinical database for the service.
This position requires flexible hours between 8am until 8pm on weekdays.
Main Duties and Responsibilities
Administrative
To provide efficient, accurate and timely administrative support to all team members including ensuring appropriate maintenance of electronic diaries, taking messages as appropriate, and dealing with confidential information.
To offer new patients a first appointment within the target dates, send an appointment letter and appropriate literature to the patient.
To ensure all information regarding appointments is entered onto the clinical database accurately.
To ensure a professional customer focused service is maintained at all times with excellent communication.
To ensure all service mail is appropriately handled and accurate messages are taken and passed to the relevant team member or designated duty worker as soon as possible.
To ensure an effective filing system is maintained.
Any other duties that may be required to facilitate the smooth and efficient running of the administrative function of the service.
Service Support
To assist in the provision of information to patients of GP practices referred to or contacting the service including responding sensitively and promptly to those accessing the service by phone.
To assist in the processing of all referrals to the service to ensure that agreed target times are met.
Liaise with therapists within the team making sure their availability for new patient appointments has been provided on a weekly basis.
To enter clinical and other data onto the Clinical Database in accordance with agreed procedures and guidelines.
Additional Duties
Work as part of a team to cover the main reception desk for premises where this is applicable. Provide a courteous and efficient reception service for people visiting the building and respond to incoming telephone calls.
Undertake any other additional duties appropriate to the post as requested.
Confidentiality
In the performance of their duties, the post-holder may have access to confidential information relating to clients and their care, staff and others. They may also have access to information relating to Impact as a business organisation. All such information from any source is to be regarded as strictly confidential
Information relating to clients, carers, staff, other healthcare workers or Impact business may only be divulged to authorised persons in accordance with Impact policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Person Specification
Qualifications
Essential
- NVQ Level 2 or equivalent in Administrative/Business subject
Desirable
Experience
Essential
- Sound experience and understanding of database systems
- Excellent telephone and verbal communication skills
- Accuracy and attention to detail
- Understanding of confidentiality
- Experience of working within a busy environment within agreed timescales.
Desirable
- Previous experience in NHS/healthcare.
- Experience of working in the mental health sector.
- Understanding of mental health services.
- Experience in telephone support or similar
Other skills & qualities
Essential
- High level of motivation.
- Ability to work within a team and foster good working relationships.
- Ability to work under pressure and alone at times.
- Ability to handle sensitive and emotionally difficult calls.
- Regard for others and respect for individual rights of autonomy and confidentiality.
- High level of organisation skills.
- Flexible and adaptable.
- Act in ways that support equality and promotes diversity.
Desirable
- Ability to use own initiative
Person Specification
Qualifications
Essential
- NVQ Level 2 or equivalent in Administrative/Business subject
Desirable
Experience
Essential
- Sound experience and understanding of database systems
- Excellent telephone and verbal communication skills
- Accuracy and attention to detail
- Understanding of confidentiality
- Experience of working within a busy environment within agreed timescales.
Desirable
- Previous experience in NHS/healthcare.
- Experience of working in the mental health sector.
- Understanding of mental health services.
- Experience in telephone support or similar
Other skills & qualities
Essential
- High level of motivation.
- Ability to work within a team and foster good working relationships.
- Ability to work under pressure and alone at times.
- Ability to handle sensitive and emotionally difficult calls.
- Regard for others and respect for individual rights of autonomy and confidentiality.
- High level of organisation skills.
- Flexible and adaptable.
- Act in ways that support equality and promotes diversity.
Desirable
- Ability to use own initiative
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 previous criminal convictions.
