EAP Information Specialist

Job Description: EAP Information Specialist
Work Hours: Full Time Monday to Friday, 09:00am to 17:30pm

About the Role:

We are seeking a dedicated and empathetic EAP Information Specialist to join our fast-paced inbound helpline team.

This role involves providing support for clients accessing mental health, financial, debt, welfare, and brief legal assistance.

The role will predominantly be supporting clients with debt management enquiries, plans and budgeting, including providing advice, information giving and signposting to other agencies & services in relation to debt management solutions, support clines in times of crisis. Also triaging clients requiring support for their mental health needs, utilising our inhouse counselling helpline and referring clients to other service partners, agencies ensuring clients receive the appropriate support matching their needs.

Key Responsibilities:

Inbound Call Management: Answer and process inbound EAP caller enquiries professionally, consistently, and responsively through inbound helpline calls, emails and Live Chat online conversations.

Debt Management Advice: - includes assessing client’s financial situations, exploring available debt solutions, and helping them understand the implications of each option. Assist with budgeting, debt management plans (DMPs), and navigating the application process for solutions like Debt Relief Orders (DROs) and Individual Voluntary Arrangements (IVAs). Providing Advice only, not responsible for creation or setup of these.

Needs Assessment: Triage caller enquiries to determine the most appropriate support, including psychological, legal, or debt advice.

Workload Prioritisation: Prioritise workloads and signpost callers to the relevant services.

Risk Management: Triage client needs in line with risk protocols, identifying risk and taking appropriate action to support clients in line with risk protocols. (safeguarding training will be provided to successful candidate, providing confidence when dealing with clients presenting with risk).

Expectation Setting: Set expectations with callers and resolve their enquiries at the point of call.

Coordination: Signpost callers to relevant teams within PAM Wellness, arrange call backs, and transfer calls to counsellors for onward assessment and support. Build and maintain strong working relationships with colleagues and third parties such as Step Change, the FCA, PRA and other regulators.

Follow-Up: Contact clients, employees, and counsellors daily to follow up on outstanding calls and assessments.

Service Level Adherence: Remain focused on call queues and answer inbound calls, live chats, emails, and other contacts/referral pathways to achieve agreed service level agreements for EAP.

Communication: Make and receive calls, send and receive emails, texts, and post to and from clients and their creditors, agreeing on appropriate solutions.

Case Review: Regularly review client cases to ensure debt management plans remain realistic, affordable, and effective, adjusting based on changes in the client’s financial situation.

Client Relationship Management: Build trust with clients by building rapport, listening, acknowledging, and guiding them through their journey.

Collaboration: Build and maintain strong working relationships with colleagues and third parties such as the FCA, PRA, and other regulators.

Client-Centric Approach: Be client-driven, listening to their needs, being supportive and empathetic.

Case Updates: Update clients on their cases, always being mindful of their needs and expectations.

Recommendations: Engage with clients to support in finding suitable recommendations that align with business requirements.

Continuous Improvement: Champion continuous improvement and new ways of working at every opportunity.

Professional Development: Work towards completing ongoing personal professional development, keeping skills and knowledge of legislation and debt management techniques up to date, maximising effectiveness of client support.

About You:

Experience: Previous experience in a similar role would be advantageous.

Communication Skills: Excellent written and verbal communication skills with the ability to understand client needs .

Customer Service: Exceptional customer service skills to handle challenging and vulnerable clients.

Goal Orientated: Able to work towards, achieve & stretch Goals, KPIs & SLA’s within the role.

Team Player: A great team player with the confidence also to work independently.

Attention to Detail: Excellent attention to detail with a methodical and thorough approach to work.

Initiative: A desire to show initiative and the ability to multitask.

Our Values

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:

Hard Work & Enthusiasm; we believe hard work should be rewarded, we go the extra mile to achieve our goas and support each other and enthusiasm and passion are part of our DNA.

Teamwork & Friendship; our colleagues share a sense of belonging; we understand collaborative working means better decisions making and we support each other to achieve common goals.

Loyalty & Improvement; we are dedicated to personal and professional development. Our PAM Academy mentors’ colleagues and provides support to help you be the best you can through offering a wide range of CPD opportunities.

Employee 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

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.