Castle Health is a family-run organisation with a mission rooted in compassion, integrity, and decades of experience in addiction treatment. We operate trusted clinics and services, including Castle Craig in Scotland, Smarmore Castle in Ireland, CATCH Recovery in London, and Stockholms Beroendeklinik in Sweden.

Our work spans from residential rehab to outpatient and aftercare support, and everything we do is guided by one principle: people first. We help individuals and families navigate some of the most challenging times in their lives with dignity, professionalism, and hope.

We’re building a Help Centre team that serves as the welcoming, knowledgeable first point of contact for those reaching out for help — whether they eventually come to us for treatment or are guided towards another safe, ethical provider.

What We’re Looking For

We’re seeking someone with warmth, excellent listening skills, and the confidence to guide conversations toward clear decisions. This is a role for someone who can combine empathy with a proactive approach — understanding people’s needs, providing reassurance, and moving them toward the right next step.

You don’t need to be a clinician, but you do need to be comfortable discussing sensitive issues, asking the right questions, overcoming objections with care, and keeping a calm, professional presence. You’ll also need the drive to follow up consistently so that no opportunity to help is missed.

If you’ve worked in customer service, healthcare enquiries, or sales roles — especially in environments where trust is critical — and you can balance heart with results, we’d love to hear from you.

What You’ll Be Doing

· Acting as the first point of contact for individuals and families, mainly by phone and email, offering a calm and compassionate welcome

· Listening closely, asking thoughtful questions, and conducting pre-admission screenings to assess suitability for our services

· Clearly explaining our treatment programmes, including benefits, costs, and timelines, in a way that builds trust and helps people make informed choices

· Proactively qualifying leads and guiding them toward a decision, following up consistently until a case is closed, admitted, or referred

· Handling concerns and objections sensitively while keeping the conversation moving forward

· Guiding non-eligible enquiries toward trusted alternative providers, maintaining an up-to-date referral list in collaboration with the Referrer Relations team

· Using our CRM to log, track, and report on all enquiries, ensuring data accuracy for quality assurance and performance analysis

· Collaborating closely with colleagues across Admissions, Referrer Relations, and other teams to keep the process seamless for clients and families.

· Taking responsibility for all admissions enquiries and tasks, ensuring information is complete, accurate, and up to date throughout the admissions journey.

Skills and Experience

· Excellent listening and interpersonal skills — able to handle sensitive, emotional conversations

· Clear, confident, and empathetic communication skills, both written and spoken in English

· Strong organisational skills and attention to detail

· Comfortable working with CRM systems and office software

· Experience in sales, customer service, or healthcare enquiries where progression and follow-up were key

· Knowledge of addiction treatment is an advantage, but training will be provided

If you are passionate about making a difference in the lives of those struggling with addiction, we invite you to apply today and become a part of our compassionate team at Castle Craig!

Pay: From £29,000.00 per year

Benefits:

Company pension
Sick pay
Work from home

Application question(s):

What specifically appeals to you about combining a sales-driven approach with supporting people in addiction recovery?
How do your values, skills, and experience help you balance conversion goals with ethical, compassionate care?
What experience do you have in healthcare, addiction recovery, or other sectors where trust and follow-up are essential to progressing an enquiry? How would this help you succeed as a Help Centre Officer?
Are you available to work 8-hour shifts over seven days as per the team rota? Shifts operate Monday to Friday between 08h30 and 19h30 and on Saturdays and Sundays between 10h00 and 18h00.
Are you authorised to work in the United Kingdom and will you now or in the future require sponsorship for employment visa status? Please note that we are not able to offer a sponsorship for this role.

Work Location: Remote

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