Salary range £24,****** on full time hours, 37.5.
Location: Glasgow/Bracknell.
Hybrid working (minimum 2 days in office per week mandatory)
Hours: Full-Time, 5 days, Permanent shift pattern to cover between 8 am - midnight.
HealthHero is Europe's largest digital clinic, serving healthcare institutions and patients across France, Germany, UK, and Ireland.
We cover 30 million lives, work with 3,000+ clinicians, and conduct over 4 million consultations annually.
HealthHero meets "whole health" needs, from preventative care to chronic disease management.
Digital where it should be, human where it counts, we're simplifying healthcare and improving lives.
About the role
Assisting clients over the phone who have called in to access the Support Line, directing them to the most appropriate service.
Setting up client records, managing the inbound calls to the counselling line as well as arranging call-backs for clients.
Dealing with client, customer and Affiliate queries.
Prioritizing risk calls and directing them to the most appropriate support within the team.
Administrative tasks, including referring clients to structured counselling.
Managing multiple email inboxes linked to different administrative tasks.
Coordinating with the Team to ensure the tasks are completed and SLAs are met.
About you
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 – to use initiative to deal with problems efficiently and effectively.
Have experience working in the mental health sector.
Self-management – to recognize when you need further training or need performance feedback to improve.
This position is dependent on DBS checks, as well as two satisfactory references.
Essential
Be able to work and coordinate with a small team to maintain the excellent service level our clients expect.
Be able to work in a busy environment, in a role that requires direct contact with clients, on a daily basis.
Have an understanding of good customer service practices.
Have ability to adapt and prioritise tasks, depending on the needs of the business each day.
Desirable
Have previous EAP/telephone experience
Experience working in a corporate environment.
Benefits
Induction training, which will be undertaken via Microsoft Teams.
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.
24/7 On Call support.
Auto-enrolment pension scheme.
Enrolled in a Health Scheme and Employee Assistance Program.
Life insurance Scheme.
Diversity and Inclusion
Our Talent team work hard to remove all biases within the recruitment process, this includes unconscious bias decoded job adverts and equality and diversity training for all of our interview panel.
We welcome all applications from all sections of the community as an Equal Opportunities employer.
We are also happy to make any reasonable adjustments at any stage of the recruitment process- should you need it, please let us know.
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