Wellbeing Call Handler

Job Title: Wellbeing Call Handler

Location: Sheffield, S9 1BY

Salary: £25,877.8 + 25% uplift for unsociable hours

Contract Type: Permanent

Working Hours: Part Time, 30 Hours

Shift Pattern: Hours are between 7am – 10pm. Monday – Friday with minimum 1 late shift from 2pm until 10pm 1 weekend day on a rota basis every 8 weeks.

Candidate must have right to live and work in the UK

Role Summary

As a Wellbeing Call Handler you'll be the first point of contact on the HELP Employee Assistance helpline welcoming callers, providing information, signposting services, and arranging call-backs with advisers. You'll also identify clients at risk and work with clinical teams to ensure appropriate support and safeguarding.

The role includes key administrative duties and meeting performance targets, all while following HELP's professional protocols.

Main Duties and Responsibilities

• Handle all client calls professionally, sensitively, and confidentially.
• Manage practitioner queries, set up diaries, and liaise with area managers.
• Follow call handling guidelines to ensure clarity and confidentiality.
• Accurately log call information in the system and refer or transfer as needed.
• Perform a variety of essential administrative tasks.
• Answer HELP Employee Assistance helpline calls, provide information, signpost services, and arrange call-backs with advisers as required.
• Identify callers at risk using set criteria and escalate appropriately to protect the individual and others.
• Make outbound calls to employees and line managers to arrange appointments.

Experience, skills and knowledge required for the role

• Must live within one hour travel to S9 1BY
• Security Clearance: Must successfully obtain BPSS clearance.
• Experience: Previous admin or customer service experience in an office setting, with a proven record of high-quality service delivery.
• Communication: Excellent written and verbal English; strong listening and telephone skills; able to communicate clearly and professionally with customers and stakeholders.
• Attention to Detail: Accurate data entry and information recording; clear, structured administrative work.
• Customer Service: Strong service skills, especially over the phone; able to remain calm, empathetic, and professional under pressure.
• Organisation & Problem Solving: Able to prioritise tasks, manage time effectively, and make logical decisions independently.
• IT Skills: Confident using MS Word, Excel, Outlook, and Access; able to create documents and manage data.
• Teamwork: Works well in a team environment and builds strong working relationships.
• Multitasking: Capable of handling administrative duties while monitoring calls.
• Emotional Resilience: Able to manage distressing calls, recognise personal limits, and seek support when needed.
• Preferred Experience: Working with people in distress (e.g. healthcare, charity, or EAP settings) is desirable but not essential.

What Can We Offer You?

• 25 Days Annual Leave + Bank Holidays
• Buy and Sell Holiday Scheme
• Life Assurance
• Pension Scheme
• Health Cash Plan
• Volunteer Days
• YuLife Employee Benefits Platform
• Save As You Earn Scheme
• Eye Test Vouchers
• Flu Vaccination Scheme
• Cycle to work scheme
• Clinical Training Academy
• Paid CPD Days
• Professional Registration Fees Paid
• RAVE Awards
• Employee Assistance Programme
• Right to Request Flexible Working From Day 1

Optima Health is the UK's largest provider of Occupational Health and wellbeing services, supporting organisations across both the public and private sectors. With a heritage dating back to 1947, we have been helping employers create healthier, high-performing workplaces for generations, and we continue to evolve with innovative, practical solutions that make a real difference.

At the heart of our story are our people. We bring together like-minded professionals who are passionate about improving workplace health and wellbeing and delivering meaningful support to the organisations we work with across the UK.

When you join Optima Health, you become part of something bigger. We invest in our people/you through structured induction, ongoing training and tailored career development, helping you build the skills and experience to grow your career.

Together, we live our values:

One Team – There are no barriers in our business. We trust each other and work together as one team to deliver what our clients need. We all have a part to play in our future, and everyone's contribution is important and valued.

Doing the Right Thing – We operate to the highest standards. Success is underpinned by honesty and integrity, and by doing what we say we will do. We care about the impact of our work on our people, our clients, their employees, society, and the world we live in. Caring for our colleagues' wellbeing and respecting their time, energy and balance is fundamental to this value.

Shaping Tomorrow – We are always looking for ways to improve and innovate. We train, support and empower future leaders, invest in market-leading propositions and use technology to advance service and clinical outcomes. We evolve how we work - embracing smater, more flexible approaches that help our people thrive both professionally and personally.

Never Too Big to Care – We always retain a client-first approach. Every client, and every one of their employees that we support, matters. We work in partnership to optimise workplace health and wellbeing, sharing in the benefits of growing together.

Optima Health is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All applicants meeting the minimum criteria for the role will receive consideration for employment without regard to age, gender or gender expression, disability, race or ethnicity, religion or belief or sexual orientation.