EAP Team Leader

Optima Health; Sheffield; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading health services provider in Sheffield is seeking an experienced EAP Team Leader to manage and support a diverse team, ensuring high standards of service quality. The role includes monitoring performance metrics, handling escalated issues, and fostering a positive work environment. Applicants should have supervisory experience and excellent communication skills. This position offers up to £30,000 per annum, potential hybrid working after training, and various benefits including 25 days annual leave and a pension scheme.

Benefits

Competitive salary

25 days annual leave plus bank holidays

Buy and sell holiday scheme

Pension scheme

Health Cash Plan

Career progression opportunities

Employee Assistance Programme

Cycle to work scheme

Eye care test vouchers

Flu vaccination scheme

Employee discount scheme

Life assurance

Professional registration fees paid

Clinical Training Academy

Qualifications

• Experience leading a diverse team effectively.
• Ability to make effective decisions under pressure.
• Experience with performance tracking tools.

Responsibilities

• Lead and support team members through performance reviews.
• Monitor team metrics and develop action plans.
• Ensure compliance with quality expectations.

Skills

Proven supervisory experience

Excellent verbal and written communication skills

Strong analytical and problem-solving skills

Knowledge of operational KPIs

Ability to prioritise tasks

Competence with CRM systems

Job description

Overview

Job Title: EAP Team Leader

Location: Sheffield - Hybrid after training

Salary: Up to £30,000 per annum, depending on experience

Contract Type: Permanent

Hours: Full time, 37 hours per week

Role Summary

The Team Leader in Operations is responsible for managing and supporting a diverse team that may include customer service advisors, back-office administrators, and outbound schedulers. This role ensures smooth daily operations, drives team performance, and upholds high standards of service quality. Central to the role are people management, operational efficiency, and compliance with service standards, all while fostering a positive and productive work environment aligned with organisational goals.

Main Duties and Responsibilities

• Lead, coach, and support team members through regular performance reviews, identifying opportunities for growth and providing appropriate training.

• Monitor team metrics and KPIs such as response times, quality scores, and call handling efficiency. Develop action plans to enhance performance and meet targets.

• Ensure compliance with organisational standards, regulatory requirements, and quality expectations by conducting regular quality audits.

• Act as the primary contact for escalated issues, customer inquiries, and operational challenges, applying strong decision-making skills to maintain service continuity.

• Communicate team goals, expectations, and process updates clearly, and provide regular performance reports to your Line Manager.

Knowledge, Skills, and Expertise

• Proven supervisory experience in operations or a similar environment, with the ability to lead a diverse team effectively.

• Excellent verbal and written communication skills for clear feedback and team engagement.

• Strong analytical and problem-solving skills to make effective decisions under pressure.

• Knowledge of operational KPIs and performance tracking tools.

• Ability to prioritise tasks in a fast-paced, evolving environment while maintaining high service standards.

• Competence with CRM systems, productivity software, and willingness to learn new technologies.

About Us

Optima Health is the UK market leader in Occupational Health and Wellbeing services, with a rich heritage dating back to 1947. We provide innovative, tailored solutions to over 2,000 clients across various industries, aiming to improve workforce health and wellbeing. We are proud to offer unrivalled clinical expertise and a supportive, values-driven culture.

At Optima Health, we provide a structured induction and training programme, ongoing career development opportunities, and a commitment to making this a great place to work. We live by our values: We are one team, we do the right thing, we are shaping tomorrow, and we are never too big to care.

What Can We Offer You?

• Competitive salary

• 25 days annual leave plus bank holidays

• Buy and sell holiday scheme

• Pension scheme

• Health Cash Plan

• Career progression opportunities

• Employee Assistance Programme

• Cycle to work scheme

• Eye care test vouchers

• Flu vaccination scheme

• Employee discount scheme

• Life assurance

• Professional registration fees paid

• Clinical Training Academy

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 will be considered without regard to age, gender, disability, race, religion, or sexual orientation.