EAP Support Coordinator

Job Title:

Wellbeing Call Handler

Location:

Sheffield, S9 1BY

Salary: £25,877.8 + 25% uplift for unsociable hours
Contract Type:
Permanent

Working Hours:

Full Time
Shift Pattern: 37 hours per week, working 5 days out of 7 with minimum 1 shift from 2pm until 10 pm , weekend rota roughly every 8 week

Candidate must have right to live and work in the UK

As a Wellbeing Call Handler you'll be the first point of contact on the HELP Employee Assistance™ helpline welcoming callers, providing information, signposting services, and arranging call-backs with advisers. You'll also identify clients at risk and work with clinical teams to ensure appropriate support and safeguarding.
The role includes key administrative duties and meeting performance targets, all while following HELP's professional protocols.

• Handle all client calls professionally, sensitively, and confidentially.
• Manage practitioner queries, set up diaries, and liaise with area managers.
• Follow call handling guidelines to ensure clarity and confidentiality.
• Accurately log call information in the system and refer or transfer as needed.
• Perform a variety of essential administrative tasks.
• Answer HELP Employee Assistance™ helpline calls, provide information, signpost services, and arrange call-backs with advisers as required.
• Identify callers at risk using set criteria and elevate appropriately to protect the individual and others.
• Make outbound calls to employees and line managers to arrange appointments.

• Must live within one hour travel to S9 1BY
• Security Clearance:
  Must successfully obtain BPSS clearance.
• Experience:
  
  Previous admin or customer service experience in an office setting, with a proven record of high-quality service delivery.
• Communication:
  Excellent written and verbal English; strong listening and telephone skills; able to communicate clearly and professionally with customers and stakeholders.
• Attention to Detail:
  Accurate data entry and information recording; clear, structured administrative work.
• Customer Service:
  Strong service skills, especially over the phone; able to remain calm, empathetic, and professional under pressure.
• Organisation & Problem Solving:
  Able to prioritise tasks, manage time effectively, and make logical decisions independently.
• IT
  
  Skills:
  
  Confident using MS Word, Excel, Outlook, and Access; able to create documents and manage data.
• Teamwork:
  Works well in a team environment and builds strong working relationships.
• Multitasking:
  Capable of handling administrative duties while monitoring calls.
• Emotional Resilience:
  Able to manage distressing calls, recognise personal limits, and seek support when needed.
• Preferred Experience:
  
  Working with people in distress (e.g. healthcare, charity, or EAP settings) is desirable but not essential.

• 25 Days Annual Leave + Bank Holidays
• Buy and Sell Holiday Scheme
• 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 Day 1

Optima Health is the UK's largest provider of Occupational Health and wellbeing services, supporting organisations across both the public and private sectors. With a heritage dating back to 1947, we have been helping employers create healthier, high-performing workplaces for generations, and we continue to evolve with innovative, practical solutions that make a real difference.
At the heart of our story are our people. We bring together like-minded professionals who are passionate about…