SPOC Lead Practitioner

SPOC Lead Practitioner

• locations
• Bolton Treatment Service - Le Mans Crescent

• time type
• Full time

• posted on
• Posted Yesterday

• job requisition id
• JR012024

Single Point of Contact (SPOC) Lead Practitioner – Better Days Bolton

Location: Better Days Bolton, Queen Street, Bolton, BL1 1SXWorking Hours: 37 hours per week, Mon-Fri 9am-5pm (with an expectation to work one late night on a rota basis)Contract Type: PermanentSalary: £29,430 - £37,610 per annum

Please note that we will be interviewing as we go, therefore the close date is subject to change.

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.

Description of the Service:

Better Days Bolton delivers structured, evidence-based support for individuals experiencing difficulties related to drug and alcohol use. The service provides confidential assessment, treatment, and recovery interventions, delivered in line with national guidance and best practice. Working in partnership with health, social care, and community organisations, the service aims to improve health outcomes, reduce harm, and support sustained recovery for individuals and families within the Bolton area.

About the role:

To manage the day to day functioning and performance of the SPOC Team to ensure a positive working environment is maintained and a quality, responsive service is delivered to contractual performance standards.

In addition to leading and supporting the team, you will contribute to the day to day operation of the service by handling incoming calls and recording information as required, particularly during periods of high demand or when capacity allows alongside other duties.

Key duties will include:

• Implement, develop and assist in the management of services delivered by the SPOC Team.
• Support the Team Manager to develop, monitor and improve processes, control systems and work environments to meet quality requirements and contractual needs including KPIs.
• Develop, deliver and operationally lead quality service delivery elements, pathways and resources that meet service and local need.
• Manage, mentor, coach and ensure the development of staff reporting to you, including any volunteers. This includes involvement in delivering appropriate training, recruitment, induction, monitoring performance, managing absence and appraisals/supervisions.
• Maintain accurate and up to date records and provide written and verbal reports as required.
• Analyse information and utilise this analysis to continuously improve the service.
• Work as part of the local management team and participate in working thematic groups and corporate activities.
• Contribute to the delivery of company strategy and implementing objectives and priorities at project level.

• Manage all calls coming into the service, responding in an efficient and calm manner and directing the clients and professionals to the most appropriate staff.
• Triage referrals by gathering accurate information from individuals contacting the SPOC using excellent communication skills to direct them to the correct element of the service.
• Maintain accurate and appropriate records in accordance with the organisations confidentiality policy.

About you:

• NVQ Level 3 in Health & Social Care (or above or equivalent) or willing to work towards this in post.
• Proficient in Microsoft Office programmes.
• Ability to extract, analyse and report on management information.
• Excellent telephone manner and communication skills.
• Experience of maintaining confidentiality and working within professional boundaries.
• Ability to work with disadvantaged/vulnerable people.
• Knowledge and understanding of the issues facing people who misuse substances.
• Employ a mature, sympathetic, non-judgemental attitude towards Service Users and their family.
• Ability to respond to a range of calls, including high risk and those in crisis.

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 GoandAspirationsportals

• £500

  Recommend a Friendbonus

• 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: