INFORMATION CONSULTANT (CALL HANDLER)

This is a once in a career opportunity for an exceptional professional to join a truly Service Led business, the industry leading EAP and OH provider & Sunday Times ‘Best Places to Work’ organisation, HA Wisdom Wellbeing.

With an unrivalled track record of incredibly strong year on year growth of its subscription model business, HA Wisdom Wellbeing supports over 90,000 organisations and 13 million lives across the UK & Ireland. Part of the global Peninsula Group, with 14 operating companies and a group turnover of circa £400m, there is substantial financial backing for further expansion, including acquisition and international development. This represents an unparalleled career advancement opportunity for the exceptional individual.

You will be on the front line of Assistance Programs, working alongside the counselling and legal teams. You will assess calls and other contacts coming into the service, ensuring that clients are reassured of the support you provide for them. The role will involve assisting with any call management tasks, helping the relevant teams continually to improve the service, assisting with office duties, and striving to ensure that every contact with the service is a positive one.

1) To provide an efficient and effective telephone service to all callers

2) Completing outbound calls to provide effective follow up support

3) Supporting digital functions within the organisation including live chat, emails and WhatsApp messages

4) To demonstrate an ability to work with a variety of individuals and presenting issues, including those who are distressed

5) Greet clients making them feel comfortable and at ease, exploring the client’s situation and identifying the next steps, including assessing the risk/urgency of the issue

6) Ensure that personal knowledge of the assistance programmes is continually developing, and that departmental procedures and protocols are always adhered to

7) To take ownership and responsibility for of the cases in the first instance and ensure the client can access the relevant support

8) Ensure that all notes are recorded accurately against the appropriate cases and all other client and call information is correctly captured on the database

9) Attending team meetings and training as required

10) Maintain required productivity levels to ensure that the service provision is maintained, and service levels are achieved

11) Identifying areas where we can improve client experience

12) Ensuring individuals are provided with support efficiently by managing and monitoring relevant queues across the service

13) Assess for risk and triage appropriately

1) Enthusiastic and willing to learn

2) Ability to prioritise and work unsupervised as required

3) Excellent communication and written skills

4) Ability to provide great customer service

5) Good listening skills

6) Open minded and non-judgemental

7) Ability to work to deadlines

8) Ability to work with telephony and IT systems

9) MS Office knowledge and experience

10) Experience working on inbound phone lines

11) Experience working with emotive matters

1) 25 days’ holiday, plus bank holidays

2) Day off on your birthday

3) Cash plan for you (and your children, if any)

4) Holidays increase after 2-and 5- years’ service

5) Contractual sick pay

6) Private medical insurance after 5 years' service

7) Pension Plan and Life Insurance

8) Pension plan contributions increase after 5- and 7-years’ service

9) Holiday season bonus after 3 years’ service

10) Profit share scheme

11) Season ticket loan scheme

12) Cycle to work scheme

13) Access to Employee Assistance Programme

14) Company incentives, access to discount schemes

15) Social sessions on the last Friday of the month with free food and drink - we call this Fab Friday!

16) Free 24/7 onsite gym

This is a fantastic place to work if you enjoy a challenge and have genuine enthusiasm for overcoming obstacles and learning. The environment is fast-paced and busy, so we look for colleagues who have a positive and focused attitude. Through training and development, we make sure that everyone who works here has the resources they need to build their careers. So, if you are ambitious, focused and a confident communicator you'll soon discover that there are unlimited opportunities for you at HA | Wisdom Wellbeing.