Main purpose of role:
Answering client calls through EAP Helpline and online Live Chat portal, providing immediate response, and effective triage, identifying clients' needs and pathways of support.
Triaging clients through risk protocols, identifying any level of risk present, directing clients towards immediate support through transfer to counsellors within the helpline.
Capturing clients presenting issues and needs, setting up callbacks for counsellors to complete clinical assessment of need.
Managing email workload received from clients, providing timely and effective responses, and providing highest possible levels of service at all times.
Key accountabilities & responsibilities:
Excellent listening skills.
Answering and triaging inbound EAP caller enquiries in a professional, consistent and responsive manner through inbound helpline calls and Live Chat online conversations.
Triaging caller enquiries, to determine their most appropriate needs, including phycological, legal or financial support required.
Prioritising workloads and signposting callers to the relevant service.
Triaging client needs in line with risk protocols, identifying risk and taking appropriate action to support clients in line with risk protocols.
Setting expectations with callers and resolving their enquiries at point of call.
Signposting callers to the relevant team/s in PAM Group and EAP, arranging call backs and/or transferring calls to counsellors for assessments to be carried out.
Contacting clients, employees and counsellors on a daily basis, following up on any outstanding calls / assessments needing completing.
Remaining focused on call queues, and answering inbound calls and live chats, emails, and other contact / referral pathways, achieving agreed service level agreements for EAP clients.
Managing Case Worker email inbox, responding to counsellor requests for GP Letters (Red Flag & Complex Cases). Liaising with GP surgeries, obtaining relevant contact information for the GP Letters to be sent to, ensuring response and ownership of patient needs are responded to and risk advice shared with GP’s successfully.
Ideally working towards development plan in completing Counselling Skills as part of Level 3 or working towards counselling diploma or willing to complete Counselling Skills level 3 training.
Skills, Experience & Qualifications:
Computer literate and Competent on Microsoft Office suite i.e. Excel, Word etc
GCSE educated, including English and Maths.
Excellent telephone manner.
Excellent verbal and written communication skills.
Excellent listening skills.
Ability to work under pressure, prioritise and work to tight deadlines.
Our Values & Benefits
- We pay your auto-enrolment pension contribution of 8%, you can also make enhanced contributions which are matched up to a further 5%
- 33 days annual leave including bank holidays with the option to buy or sell up to 5 days (FTE)
- Life insurance scheme valued at 4x your annual salary
- Income protection
- Health Cash Plan Scheme, which covers you for things like Opticians, Dental Treatment and even Physio if needed!
- Perkbox membership with amazing discounts on things like food and drink, retail and days out, all through our rewards scheme
- Long service rewards
- Flexible Working Hours
- Access to a 24/7 EAP Counselling line and a 24/7 GP line and wellness support
- Support with training and development
- Group Income Protection
At PAM we are passionate about people and delivering our Everyday Things That Matter Values and Behaviours to our customers and our colleagues. Our cultural philosophy is based on putting our people first, creating high performing teams who deliver great services for our clients.
We’re looking for driven and ambitious professionals to join our team, who are just as passionate about our philosophy and values as we are
PAM group are committed to creating an inclusive and diverse workplace where everyone is valued and respected. We welcome applications from people of all backgrounds, including but not limited to race, ethnicity, gender expression, age, disability, sexual orientation, religion and socioeconomic status. We believe everyone should have the same opportunities for employment and promotion based on their ability, qualifications and suitability for the work.
Salary range
- £25,400 per year