Wellbeing Call Handler

4 days ago

Sheffield, United Kingdom Optima Health Full time

**Job Title**: Wellbeing Call Handler
**Location**: Sheffield S9 (Hybrid after training)
**Salary**: £21,402.57 + 25% uplift for unsociable hours (pro rata for part time), pro rata
**Contract Type**: Permanent
**Hours**: 4 days per week (28.5hrs per week)
**Shift Pattern**: The role will include 1 Saturday every 8 weeks on a rota basis and 1 late shift a week until 10pm.
Right to live & work within the UK is required for this role.

**Role Summary**:
Optima Health are currently recruiting for an experienced Customer Services Advisor/Administrator to join our team as a Wellbeing Call Handler. The Wellbeing Call Handler is a multiskilled role, where you will be responsible for the day-to-day servicing of all telephone lines accessing the 24/7 support line within Workplace Wellbeing.

You will be required to take calls from customer employees; and coordinate with internal clinical colleagues and external third parties in ensuring appropriate solutions / services are delivered.

We have two positions available; one full time position and one part time position, working 4 days per week.
You will work 7.5 hours a day between the hours of 07.00-18.00 and 1 day a week will be a late shift which will be 14.00-22.00. 1 Saturday in every 8 you will be required to work 12.00-20.00. This is to ensure our services can run 24/7 365 days a year.

**Main Duties and Responsibilities**:

- Answer incoming calls and follow guidelines to ensure all calls are answered in a concise and confidential manner.
- Ensure all clients requiring further support are allocated to the appropriate service.
- Correctly log all activities and notes within the case management system ensuring it is always up to date.
- Ensuring all associate invoices are verified and attached to associated PO's prior to submission for payment.
- Resourcing and maintaining associate resource pool, completing the onboarding process for external counsellors.
- Manage complaints in line with Optima Health's complaint handling process.
- Closing client records ensuring client case notes are updated.

**Experience, Skills, and Knowledge Required for the Role**:

- Previous experience in a customer service position or administrative position.
- 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.
- 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.
- Excellent listening skills, able to maintain a calm and professional and empathetic manner in difficult circumstances.
- Excellent organisation and prioritisation skills - with the ability to demonstrate a clear attention to detail, whilst managing call demands.

**About Us**:
The new Optima Health is the UK market leader in the provision of Occupational Health and Wellbeing services. Formed by the combination of three leading businesses (Optima Health, TP Health and Healthwork), the new Optima Health is more than the consolidation of the individual legacy businesses, our combined and complementary capability means we can offer unrivalled clinical expertise and industry leading tailored solutions to our clients. 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.

Optima Health not only provide an excellent package, but we also offer a structured induction and training programme in your first few weeks, with touchpoints all the way through and support from your Line Manager. One of our core values is One Team and growing and developing together is our key commitment. We offer tailored career development and opportunities for further training and qualifications, to support you in your career journey.

**What Can We Offer You?**
- Excellent training and development, and the opportunity to progress within the business.
- SAYE (Save As You Earn) scheme.
- Access to PerkBox's wellbeing apps & high street discounts.
- Health cash plan scheme including employee assistance programme, eye care test vouchers & flu jabs.
- Company joint contribution pension scheme.
- Buy and sell holiday scheme.
- Life assurance scheme.
- 25 days annual leave + bank holidays.
- Optima Health is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All applicants meeting the minimum criteria for the role will receive consideration for employment without regard to age, gender or gender expression, disability, race or ethnicity, religion or belief or sexual orientation._

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