Description

Salary range €30,000 to €35,000 based on full time hours, 37.5 hours per week.

Location Dublin, Ireland. Hybrid working (2 days in office per week mandatory)

Hours: Monday - Friday. Permanent shift pattern to cover between 8 a.m. - 6 p.m.

Office shifts will either be Mondays/Thursdays or Tuesdays/Thursdays.

About the role

• Assisting clients over the phone who have called in to access the EAP Support Line, directing them to the most appropriate service.

• Setting up client records, managing the inbound calls to the counselling line as well as answering call backs for clients.

• Dealing with client, customer and Affiliate queries.

• Frontline task 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

This position is dependent on Garda Vetting, as well as two satisfactory references. Full training will be provided.

• Have experience working in customer service.

• Professional communication skills and the ability to handle potentially difficult calls due to risk or clients.

• Computer competency (using Microsoft packages e.g. Excel, Word, Outlook/email) and online platforms.

• Able to work flexibly and be resilient, working in a fast-paced and changing environment.

• Problem solving skills to identify and deal with problems efficiently and effectively.

• Have experience working in the mental health sector.

• Self-awareness, to recognise when you need further training or need performance feedback to improve.

Requirements

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 or work in a corporate environment.

Benefits

HealthHero fully believes in supporting its EAP Colleagues to develop in the job and offers:

• 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 Dublin 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.

When applying, please provide your most recent CV, including employment history (a minimum of 5 years) and qualifications.

We reserve the right to close this vacancy early if we receive sufficient applications. For this reason, please submit your application at your soonest convenience.