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Portfolio are proud to be exclusively representing our Client who are a trusted health and wellbeing network who have been making a positive difference in over 15 million lives, in their search to add a Department Coordinator to their team.
Our client offers the most comprehensive employee assistance programme on the market, giving 24/7 caring and compassionate support services to employers from organisations of all sizes, across the private, public and non-profit sector, to business partners, individual users, employees and their family members.
We are recruiting for a Specialist Support Co-Ordinator, who is focused on ensuring high levels of professionalism, whilst working 'behind the scenes' of a clinical operation and adhering to internal and client KPIs and SLAs.
The specialist support team co-ordinate and manage all ad hoc and bespoke client requests, including Critical Incident Stress Management (CISM) Debriefs, wellbeing training and more, whilst also maintaining external network compliance. You will be expected to co-ordinate our extensive enhanced offering and ensure our network have any relevant coaching and guidance on processes.
Day to Day Responsibilities
- Responsible for single service request co-ordination
- Coordinating service requests (Critical Incident Stress Management Debriefs,
- wellbeing training, Mental Health & Suicide First Aid, Structured Professional Support)
- Taking ownership and responsibility for assigned cases in the first instance
- Ensuring all individual and team KPIs are adhered to on a daily, weekly, and monthly
- basis
- Maintaining confidentiality and discretion when dealing with any cases, or sensitive
- information obtained as part of the role
- Answering telephone calls and dealing with general departmental email enquiries
- Holding accurate records for affiliate network counsellors, updating system
- maps and databases when required
- Attending team meetings and training as required
What you bring to the team
- Enthusiastic and willing to learn
- Ability to prioritise and work unsupervised as required
- Excellent communication and written skills
- Ability to provide great customer service
- Good listening skills
- Open minded and non-judgemental
- Ability to work to deadlines
- Ability to work with telephony and IT systems
- MS Office knowledge and experience
Benefits
- 25 days' holiday, plus bank holidays
- Day off on your birthday
- Cash plan for you (and your children, if any)
- Holidays increase after 2- and 5-years' service
- Private medical insurance after 5 years' service
- Pension Plan and Life Insurance
- Pension plan contributions increase after 5- and 7-years' service
- Holiday season bonus after 3 years' service
- Profit share scheme
- Season ticket loan scheme
- Cycle to work scheme
- Access to Employee Assistance Programme
- Free breakfast every Monday and social sessions on the last Friday of the month with free food and drink
- Company incentives, access to discount schemes
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