Programme Support Adviser

97 Reed Wellbeing Ltd; United Kingdom; Presencial; GBP 26.000 - 28.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

25 days annual leave

Reed Pension Scheme

Management & Leadership training

Professional & Personal Development

Bi-annual pay reviews

More benefits

Descripción de la vacante

97 Reed Wellbeing Ltd is seeking a Programme Support Adviser in the United Kingdom. The role focuses on delivering a first-class personalised service to participants across Reed Wellbeing programmes. You will triage referrals, assess eligibility, and ensure participants are signposted and attendance is recorded.

The position offers a pro-rata for part-time hours with a generous base salary and opportunities for training and development. Flexible shifts include evenings, weekends, and weekdays.

Formación

• Experience in an office-based customer service or sales environment.
• Proven ability to deliver high quality customer service.
• Experience in a fast paced, target orientated environment.
• Experience using database systems to input data accurately.
• Strong verbal communication and influencing skills.
• Ability to follow processes and attention to detail.

Responsabilidades

• Deliver consistently high levels of customer service on inbound and outbound calls.
• Book participants on Reed Wellbeing services and actively seek re-engagement if needed.
• Ensure information provided is accurate and CRM systems are updated promptly.
• Rectify inaccuracies on the CRM during data cleanse activities.
• Use triage tools to assess eligibility and readiness for services.
• Capture all administration and KPI data in line with service obligations.

Conocimientos

Customer service

Office environment

Communication skills

Attention to detail

Educación

GCSEs incl Maths

GCSE English (Grade B)

Herramientas

CRM systems

Descripción del empleo

We are on a mission to be the partner of choice for developing people and their communities. Reed Wellbeing is a public service provider delivering lifestyle and wellbeing programmes that help people improve their health.

Pay Range £26,300 - £28,000

Internal applications for this role close on Tuesday 3rd November.

Notice the role is a 3- month FTC Full time position. We have different shifts available covering evening, weekend and weekday hours.

What is the role about?

The Programme Support Adviser is responsible for providing a first-class personalised service to our participants across a variety of Reed Wellbeing programmes.

The Programme Support Adviser will work within our Programme Support team, a team which acts as the first point of contact for participants referred to our preventative health services.

The Programme Support Adviser will play a pivotal role in assessing the eligibility and suitability of participant referrals to our services and triaging them accordingly.

Once a participant’s eligibility and suitability is assessed, this role’s primary responsibility it to ensure that participants are sign posted to the relevant Reed Wellbeing services and their attendance is secured and recorded centrally.

The Programme Support Adviser will ensure that all administration, including any specific KPI’s, quality standards and all data recorded, is captured in accordance with the service’s obligations.

Day-to-Day Responsibilities

• To deliver consistently high levels of customer service when communicating with participants on inbound and outbound calls.
• Booking participants on to relevant Reed Wellbeing preventative health services, rearranging participant attendance and actively seeking re-engagement should participants fail to attend scheduled sessions.
• Ensuring information provided on all calls is accurate and relevant systems are promptly responded to.
• Rectify any inaccuracies that have been inputted on the CRM system in a data cleanse activity.
• Utilise a variety of triage assessment tools to establish whether a participant is both eligible for and ready to engage with our services, based upon contractual and service delivery requirements.
• Ensuring that all administration, including any specific KPI’s, quality standards and all data recorded, is captured in accordance with the service obligations.

What’s in it for you?

Alongside a generous base salary (pro-rata for part time), and great flexibility with your working schedule, we offer training, development and progression opportunities. You will have access to the range of Reed in Partnership benefits, which include:

• 25 days annual leave (pro-rata for part time) plus statutory bank holidays
• Reed Pension Scheme
• Award Winning Management & Leadership training
• Professional & Personal Development Funds
• Bi-annual pay reviews
• Plus much more

With the chance to dramatically make a difference to the local community, this role offers immense job satisfaction.

Qualifications and Experience

To be successful in this role, we are looking for someone with Essential:

• Experience of working effectively within an office-based customer service or sales environment.
• Demonstrable experience of delivering high quality customer service
• Experience of working in a fast paced, target orientated environment.
• Experience of using database systems to input data accurately
• Strong verbal communication skills and good influencing skills.
• Ability to follow processes
• Attentive to detail, ensuring all relevant data is captured accurately.
• A minimum of 5 GCSE’s (grade A-C, including Maths) or equivalent.
• GCSE English Language at a minimum of a Grade B (or equivalent Level 2 qualification) OR achievement of a Level 2 in Literacy Assessment at interview stage

Desirable:

• Experience of working in a call centre environment
• Fluency in community languages.
• Community languages may include Cantonese, Mandarin, Hindi, Urdu, Punjabi, Somali, Vietnamese, Dari, Yoruba, Turkish, French, Spanish, Albanian, Arabic, Bengali, Farsi, Guajarati, Polish, Serbian and Greek (dependant on which service the Programme Support Adviser is supporting)

We aim to ensure that no candidate or employee receives less favourable treatment on the grounds of gender, race, disability, sexual orientation, religion or belief, age, gender reassignment, marital or civil partnership status, pregnancy or maternity.

We offer a guaranteed interview scheme for disabled applicants who meet the minimum criteria.

Whilst some roles are advertised as Full-Time, we may be able to consider applicants who are looking to work on a Part-Time basis. Please note our ability to accommodate flexible working arrangements will vary from role to role, dependent on business requirements.

We have an on-going strategic priority to make this a great place to work. We are a family-owned company. We think this makes us unique compared to a lot of other companies. It is fundamental to the way our workplaces operate, the decisions we make and how we treat each other. Our workplaces have been recognised for multiple awards. Most recently we were really proud to be presented with three UK Employee Experience Awards in 2022: Gold for Best Talent Management Programme, Silver for Diversity and Inclusion and Bronze for Best Large Company to Work For. Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.

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