THE OPPORTUNITY
This is a once in a career opportunity for a Resource Planner to join a truly Service Led business. The company is an industry leading EAP and OH provider & Sunday Times 'Best Places to Work' organisation. With an unrivalled track record of incredibly strong year on year growth of its subscription model business, they support over 80,000 organisations and 13 million lives across the UK & Ireland. Part of a global Group, with 14 operating companies and a group turnover of circa £400m, there is substantial financial backing for further expansion, including acquisition and international development. This represents an unparalleled career advancement opportunity for the exceptional individual.
THE ROLE
You will be working within the Employee Assistance Programme (EAP) alongside the digital counselling team. You will monitor the workloads for the teams and distribute tasks to those teams, ensuring our SLAs are achieved. The role will involve administrative tasks to ensure that system information is accurate, and the work is correctly allocated. You may be required to respond to live chats and emails from clients, to assess and triage live chats while ensuring that clients are reassured of the support you are setting up for them.
DAY TO DAY RESPONSIBILITIES
1. Working closely with Workforce Planning to monitor and manage workloads to ensure optimum SLA is achieved.
2. To ensure teammates are adhering to rotas and daily plans as set by Workforce Planning.
3. To take ownership and responsibility of the cases in the first instance and ensure the client can access the relevant support.
4. Manage and distribute queries and enquiries across the digital counselling team.
5. Ensure that all notes are recorded accurately against the appropriate cases and all other client and live chat/email information is correctly captured on the database.
6. Support the digital services by completing emails and live chats.
7. Maintain and assess required productivity levels to ensure that the service provision is maintained, and service levels are achieved.
8. Ensure that personal knowledge of the EAP is continually developing and that departmental procedures and protocols are always adhered to.
9. To demonstrate an ability to confidently triage and create a safe space for a variety of individuals and presenting issues, including those who are distressed and at risk of harm to self or others.
10. To provide an efficient and effective digital service to all service users.
WHAT YOU BRING TO THE TEAM
1. Excellent Attention to Detail.
2. Ability to prioritise and work unsupervised as required.
3. Excellent communication and written skills.
4. Ability to provide great customer service.
5. Ability to work to deadlines.
6. Ability to work with telephony and IT systems.
7. MS Office knowledge and experience.
BENEFITS
1. 25 days' holiday, plus bank holidays.
2. Day off on your birthday.
3. Cash plan for you (and your children, if any).
4. Holidays increase after 2- and 5-years' service.
5. Contractual sick pay.
6. Private medical insurance after 5-years' service.
7. Pension Plan and Life Insurance.
8. Pension plan contributions increase after 5- and 7-years' service.
9. Holiday season bonus after 3 years' service.
10. Profit share scheme.
11. Season ticket loan scheme.
12. Cycle to work scheme.
13. Access to Employee Assistance Programme.
14. Free breakfast every Monday and social sessions on the last Friday of the month with free food and drink - we call this 'Fab Friday'.
15. Company incentives, access to discount schemes.
INDMANJ
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