Job Description:
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Our organization is seeking a skilled Coordinator to join our team. As the mental health and wellbeing arm of our company, we provide remote access for patients, insurance policy holders and employees to expert clinicians and counsellors.
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About the Role:
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* Assist clients over the phone who have called in to access our Support Line, directing them to the most appropriate service.
* Set up client records, manage inbound calls to the counselling line as well as arrange call-backs for clients.
* Deal with client, customer and Affiliate queries.
* Prioritize risk calls and direct them to the most appropriate support within the team.
* Perform administrative tasks, including referring clients to structured counselling.
* Manage multiple email inboxes linked to different administrative tasks.
* Coordinate with the team to ensure tasks are completed and SLAs are met.
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Required Skills and Qualifications:
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* Have experience working in customer service.
* Professional communication skills and the ability to handle potentially difficult calls due to risk or distress.
* Computer competency (using Microsoft packages e.g. Excel, Word, Outlook/emails) and online platforms.
* Ability to work flexibly and be resilient, working in a fast-paced and changing environment.
* Problem-solving skills – use initiative to deal with problems efficiently and effectively.
* Experience working in the mental health sector.
* Self-management – recognize when you need further training or need performance feedback to improve.
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Benefits:
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* Induction training, undertaken via video conferencing.
* 22 days leave, public holidays and your birthday off (pro-rata).
* Monthly 1-2-1's with your line manager.
* Hybrid opportunity, home working, as well as working from the office with the team, where appropriate.
* 24/7 On Call support.
* Auto-enrolment pension scheme.
* Option to be part of a Health Scheme and Employee Assistance Program.
* Life insurance Scheme.
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