Wellbeing Support Call Specialist

Optima Health (OH&W); Sheffield (TX); On-site; USD 44,000 - 48,000; Full time

Benefits offered by this job

25 Days Annual Leave + Bank Holidays

Life Assurance

Pension Scheme

Health Cash Plan

Volunteer Days

YuLife Employee Benefits Platform

Save As You Earn Scheme

Eye Test Vouchers

Flu Vaccination Scheme

Cycle to work scheme

Clinical Training Academy

Paid CPD Days

Professional Registration Fees Paid

RAVE Awards

Employee Assistance Programme

Right to Request Flexible Working From

Job summary

Optima Health is hiring a Wellbeing Call Handler in Sheffield to be the first point of contact on the HELP Employee Assistance helpline. You will welcome callers, provide information, signpost services, and arrange call-backs with advisers.

You will identify at-risk clients and work with clinical teams to ensure safeguarding. Role includes administrative duties and achieving performance targets while following HELP protocols.

Qualifications

• Experience, skills and knowledge required for the role.
• Must live within one hour travel to S9 1BY.
• Security Clearance: BPSS clearance required.
• Experience in admin or customer service in an office setting with high-quality service delivery.
• Excellent written and verbal English; strong listening and telephone skills.
• Accurate data entry and clear administrative work.
• Strong service skills, particularly over the phone.
• Ability to prioritise tasks, manage time and make decisions independently.
• MS Word, Excel, Outlook and Access proficiency.
• Teamwork and ability to build working relationships.
• Multitasking while monitoring calls.
• Emotional resilience to handle distressing calls.

Responsibilities

• Handle client calls professionally, sensitively and confidentially.
• Manage practitioner queries, set up diaries, liaise with area managers.
• Follow call-handling guidelines for clarity and confidentiality.
• Log call information accurately in the system and transfer as needed.
• Perform a range of administrative tasks.
• Answer HELP Employee Assistance helpline calls and arrange call-backs.
• Identify callers at risk and escalate appropriately.
• Make outbound calls to arrange appointments.

Skills

Admin experience

Customer service

Communication

Attention to detail

Organisation

Multitasking

Emotional resilience

Teamwork

Problem solving

Time management

Tools

MS Word

Excel

Outlook

Access

Job description

Optima Health is hiring a Wellbeing Call Handler in Sheffield to be the first point of contact on the HELP Employee Assistance helpline. You will welcome callers, provide information, signpost services, and arrange call-backs with advisers.

You will identify at-risk clients and work with clinical teams to ensure safeguarding. Role includes administrative duties and achieving performance targets while following HELP protocols.