Eap Coordinator
1 month ago
**Job Title**: EAP Support Coordinator - Nights
**Location**:Sheffield, S9
**Salary**: £20,779 + 25% uplift for unsociable hours
**Contract Type**: Permanent
**Working Hours**: Full time nights, 8pm or 10pm through to 8am (4 nights on, 4 nights off)
**Role Summary**
Optima Health is a UK market leader in the provision of Occupational Healthcare and wellbeing services. Our aim is to improve the health and wellbeing of the UK workforce by supporting healthy high performance in our client organisations, helping them to achieve their full potential through their people.
We deliver comprehensive services, including absence management, fitness for task assessments, health surveillance, vocational rehabilitation, and wellness programmes, as well as a full range of diagnostics and treatments
We are a forward-thinking, rapidly growing organisation who are keen to invest in people and support them to ensure their long-term career progression. We are a company who are going places and we want you to come with us
**Main Duties and Responsibilities**
- Deal with all clients calls in a professional and sensitive manner
- Dealing with practitioner queries, setting up diaries and liaising with area managers
- Follow guidelines to ensure all calls are answered in an concise and confidential manner
- Ensure all information taken from calls is accurately logged on the system and, where necessary, warm transferred or referred on appropriately for action.
- Ensure all information is handled in a confidential and sensitive manner.
- Deal with varied Administration duties key to the role.
- Answer calls to the HELP Employee Assistance helpline as required, welcoming callers to the service, providing information as needed, signposting where appropriate and arranging a call back with an Employee Assistance Adviser where necessary, at all times acting within the agreed protocols of HELP Employee Assistance
- Using predefined criteria, identify clients at risk to themselves or others and work with Employee Assistance Advisors and Clinical leads to ensure that all necessary steps are taken protect the caller and others from harm
- Make outbound calls to employee and line managers to book and arrange appointments
- Lead by example and be an inspirational role model for the Optima Health values - **One Team, Take Responsibility, Deliver on our Promises, Professionalism and Excellence, Continually Learn and Develop**
**Experience, skills and knowledge required for the role**
- You will be required to undergo and successfully gain a BPSS security clearance check in order to undertake this position.
- Previous demonstrable experience in an administrative or customer service position, preferably in an office environment, i.e. Can demonstrate a consistent track record of delivering customer service to a high standard.
- Able to demonstrate a clear attention to detail: Able to gather relevant information from customers, update customer information correctly and presenting information clearly and accurately. Able to undertake administrative tasks in a clear and logical structure. Writing / typing information in a clear understandable level of English and ensuring relevant information is documented in a consistent manner.
- Excellent listening skills, able to maintain a calm and professional and empathetic manner in difficult circumstances.
- Ability to work within a target orientated environment
- Excellent Customer Service skills - particularly telephone skills
- Good interpersonal skills - able to establish and build good working relationships
- Excellent organisational, analytical and problem-solving skills, e.g. able to demonstrate previous establishing a clear structure to your work to maximise the best use of your time and be able to make logical and solid decisions independently.
- Ability to work well within a Team environment
- Able to demonstrate prioritisation skills when multi-tasking. - dealing with Administration duties while monitoring calls.
- Ability to produce creative and innovative ideas
- Working knowledge of Microsoft Office (Excel, Word and Access)
- Customer service experience & ability to communicate effectively.
- Emotional resilience and self-awareness, able to deal with stressful situations including distressing calls; able to recognise own needs for support and take appropriate actions as needed
- Sound listening skills, non-judgemental approach and the ability to signpost or refer callers effectively without supervision
- Experience of working with people in distress, for example in a healthcare or charity setting or previous experience working in an EAP is desirable but not essential
**What Can We Offer You?**
- Competitive salary
- Excellent training and development opportunities
- Plenty of career progression opportunities
- Extensive induction with ongoing mentoring and support from some of the top Occupational Health professionals in the industry
- 25 days annual leave + Bank Holidays
- Fantastic pen
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