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Job Description

  • Job Reference:P968929FA1R_1657879348

  • Job Type: Permanent

  • Job Industry: Business Services

  • Contact Name: Fahmida Ahmed

  • Job Location: Leicestershire

  • Job Title: Call Handler

  • Job Salary: £19000 - £20000 Per Annum

Posted On: 15th July 2022

Health Assured are looking for call handlers with an enthusiastic, eager, and willing to learn attitude. It will be a challenging but fantastic opportunity to work alongside business professionals, counsellors, and legal advisors in a fast paced and customer focused environment. The role re- quires the post holder to triage calls and manage client’s expectations without compromising on the high service standards expected of all Health Assured employees.

Job Overview

The successful candidate will be on the front line of the Employee Assistance Programme (EAP) working alongside the counselling and legal teams. They will be required to be always available to assess and triage calls coming into the service, ensuring that clients are reassured of the support you are setting up for them. The role will involve assisting with any call management tasks, helping the relevant teams to continually improve the service, assisting with office duties, and striving to ensure that every call into the service is a positive one.

Day To Day Responsibilities

* To provide an efficient and effective telephone service to all callers
* To demonstrate an ability to work with a variety of individuals and presenting issues, including those who are distressed
* Greet clients making them feel comfortable and at ease, exploring the clients’ situation and identifying the next steps, including assessing the risk/urgency of the issue
* Ensure that personal knowledge of the EAP is continually developing, and that depart- mental procedures and protocols are always adhered to
* Assist with all call related matters coming into the business whether for the EAP function, OH or business services
* To take ownership and responsibility for of the cases in the first instance and ensure the client can access the relevant support
* Ensure that all notes are recorded accurately against the appropriate cases and all other client and call information is correctly captured on the database
* Attending team meetings and training as required
* Maintain required productivity levels to ensure that the service provision is maintained, and service levels are achieved
* Escalating any service issues appropriately
* Identifying areas where we can improve client experience
* Maintain communication with all relevant teams across Health Assured
* Maintain confidentiality and discretion when dealing with any enquiries, or sensitive information obtained as part of the role
* Able to always maintain a professional and responsible attitude
* Able to work as part of a busy team
* Able to organise and prioritise workload accordingly to ensure work is completed within a timely manner
* Always ensure effective communication
* Carry out any other tasks deemed necessary by the Management Team

Essential Skills And Competencies

* Enthusiastic and willing to learn
* Ability to prioritise and work unsupervised as required
* Excellent communication and written skills
* Ability to provide great customer service
* Good listening skills
* Open minded and non-judgemental

Desirable Skills and Competencies

* Ability to work to deadlines
* Ability to work with telephony and IT systems
* Enjoy helping people
* Ability to work as part of a team
* MS Office knowledge and experience
* Experience working on inbound phone lines
* Experience working with emotive matters

Why Join our Team?

Health Assured are proud to be the UK and Ireland’s most trusted independent health & wellbeing provider. Our people, and the hard work they do, are the reason why we have Agained that trust. We are a growing business with a fast-paced working environment, we value our employees ongoing development and with internal training we ensure you have all the resources to build a successful career. Hard work is recognised and rewarded through the many opportunities and incentives offered, if you have a positive and focused attitude towards your work then this is the role for you.

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