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Portfolio are proud to be exclusively representing our Client who are a trusted health and wellbeing network who have been making a positive difference in over 15 million lives, in their search to add a Department Coordinator to their team.

Our client offers the most comprehensive employee assistance programme on the market, giving 24/7 caring and compassionate support services to employers from organisations of all sizes, across the private, public and non-profit sector, to business partners, individual users, employees and their family members.

We are recruiting for a Specialist Support Co-Ordinator, 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 specialist support team co-ordinate and manage all ad hoc and bespoke client requests, including Critical Incident Stress Management (CISM) Debriefs, wellbeing training and more, whilst also maintaining external network compliance. You will be expected to co-ordinate our extensive enhanced offering and ensure our network have any relevant coaching and guidance on processes.

Day to Day Responsibilities

Responsible for single service request co-ordination
Coordinating service requests (Critical Incident Stress Management Debriefs,
wellbeing training, Mental Health & Suicide First Aid, Structured Professional Support)
Taking ownership and responsibility for assigned cases in the first instance
Ensuring all individual and team KPIs are adhered to on a daily, weekly, and monthly
basis
Maintaining 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 email enquiries
Holding accurate records for affiliate network counsellors, updating system
maps and databases when required
Attending team meetings and training as required

What you bring to the team

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
Ability to work to deadlines
Ability to work with telephony and IT systems
MS Office knowledge and experience

Benefits

25 days' holiday, plus bank holidays
Day off on your birthday
Cash plan for you (and your children, if any)
Holidays increase after 2- and 5-years' service
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
Company incentives, access to discount schemes

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