THE OPPORTUNITY

This is a once-in-a-career opportunity for an exceptional professional to join a truly service-led organisation, the industry-leading EAP and OH provider. With an unrivalled track record of incredibly strong year-on-year growth of its subscription model business, my client supports over 80,000 organisations and 13 million lives across the UK & Ireland.

THE ROLE

You will be an administrative wizard, who is focused on ensuring high levels of professionalism whilst working 'behind the scenes' of a clinical operation and adhering to internal and client KPIs and SLAs. The case management administration team manages all counselling cases, ensuring cases are processed efficiently, whilst also maintaining their external affiliate network compliance. You will also be expected to monitor the journey of the matching process to ensure the external affiliate network, and internal counsellors, have any relevant coaching and guidance on the company's processes. They will support you and offer a clear progression plan and have guidance on how you can achieve your career goals with them.

DAY TO DAY RESPONSIBILITIES

• Ensure all counselling cases are matched within 24 working hours and session confirmations are received within 12 working hours.
• To monitor, mentor and ensure the affiliate network are working in line with clinical governance and embracing short-term workplace counselling.
• Ensure we hold accurate records for affiliate network counsellors, updating system maps and databases when required.
• Effectively monitor risk cases in accordance with risk policy
• To process and manage additional sessions requests, liaising with counsellors and employers to ensure these are completed within a timely manner.
• Work on other projects as reasonably requested.
• Ensure all individual and team KPIs are adhered to on a daily, weekly, and monthly basis
• To maintain confidentiality and discretion when dealing with any cases, or sensitive information obtained as part of the role
• Answering telephone calls and dealing with general departmental enquiries when required

WHAT YOU BRING TO THE TEAM

• Excellent communication and customer service skills
• Self-sufficient, innovative, and driven with the ability to work independently or as part of a team.
• Good level of computer literacy (MS Office, Word, Excel, and PowerPoint)
• Experience in data entry, scheduling, and diary management (desired but not essential)
• Track record of meeting and exceeding KPIs and targets and a desire to instil the same behaviours into the team.
• Ability to engage clients, colleagues and management via telephone, face to face or written communications.

BENEFITS

• 25 days' holiday, plus bank holidays
• Day off on your birthday
• Holidays increase after 2-and 5- years' service
• Contractual sick pay
• Private medical insurance after 5 years' service
• Pension Plan and Life Insurance
• Pension plan contributions increase after 5- and 7-years' service
• Holiday season bonus after 3 years' service
• Profit share scheme
• Season ticket loan scheme
• Cycle to work scheme
• Access to Employee Assistance Programme
• Free breakfast every Monday and social sessions on the last Friday of the month with free food and drink - we call this Fab Friday!
• Company incentives, access to discount schemes

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