Salary £24,570 based on full time hours, 37.5.

Location: Glasgow or Bracknell. Hybrid working (minimum of 2 days in office per week, mandatory)

Hours: Full-Time, Monday - Friday. Rotating a variety of shifts to cover between 8 am-8 pm.

Health Hero is Europe’s largest digital telehealth platform, bringing together human expertise and digital convenience to provide remote access for patients, insurance policy holders and employees to expert clinicians and counsellors. Health Hero's mission is to simplify healthcare and improve lives, working to find solutions to capacity challenges and administrative burdens, whilst providing exciting new job opportunities.

As the mental health and wellbeing arm of Health Hero, our mental health services are now an integral part of the culture of many successful organisations in the private and public sector, working in partnership with service users, business and HR professionals, in a range of environments, to prevent and overcome the stress, trauma and absence issues that can limit people from performing and engaging with life.

We are looking for a Coordinator to join us on a full time basis and are delighted to offer this exciting opportunity to join our Administrative EAP Clinical Team.

You will be:

• Assisting clients over the phone who have called in to access the Support Line, directing them to the most appropriate service.
• Setting up client records, managing the inbound calls to the counselling line as well as arranging callbacks for clients.
• Dealing with client, customer and Affiliate queries.
• Prioritizing risk calls and directing them to the most appropriate support within the team.
• Administrative tasks, across different teams, including referring clients to structured counselling.
• Managing multiple email inboxes linked to different administrative tasks.
• Coordinating with the Team to ensure the tasks are completed and SLAs are met.

About you:

• Have experience working in customer service.
• Professional communication skills and the ability to handle potentially difficult calls due to risk or distress.
• Computer competency (using Microsoft packages e.g. excel, word, outlook/emails) and online platforms.
• Ability to work flexibly and be resilient, working in a fast-paced and changing environment.
• Problem solving skills – to use initiative to deal with problems efficiently and effectively.
• Have experience working in the mental health sector.
• Self-management – to recognize when you need further training or need performance feedback to improve.

Essential:

• Excellent Administrative skills and experience.
• Be able to work and coordinate with the team to maintain the excellent service level our clients expect.
• Be able to work in a busy environment, in a role that requires direct contact with clients, on a daily basis.
• Have an understanding of good customer service practices.
• Have ability to adapt and prioritise tasks, depending on the needs of the business each day.

Desirable

• Have previous EAP/telephone experience or work in a corporate environment.

Health Hero fully believes in supporting its EAP Colleagues to develop in the job and offers:

• Induction training, which will be undertaken via Microsoft Teams.
• 22 days leave, Public holidays and your birthday off (pro-rata).
• Monthly 1-2-1’s with your line manager.
• Hybrid opportunity, home working, as well as working from the Glasgow or Bracknell office.
• 24/7 On Call support.
• Auto-enrolment pension scheme.
• Health Scheme and Employee Assistance Program.
• Life insurance Scheme.

When applying, please provide and your most recent CV, including employment history (a minimum of 5 years) and qualifications.

We reserve the right to close this vacancy early if we receive sufficient applications. For this reason, please submit your application at your soonest convenience.

Diversity and Inclusion

Our Talent team work hard to remove all biases within the recruitment process, this includes unconscious bias decoded job adverts and equality and diversity training for all of our interview panel.

We welcome all applications from all sections of the community as an Equal Opportunities employer. We are also happy to make any reasonable adjustments at any stage of the recruitment process- should you need it, please let us know.