Programme Support Adviser

Have you got experience of delivering outstanding customer service in a fast-paced environment?

Would you like to be part of the journey helping to improve individual’s health and wellbeing?

Consider the role of a Programme Support Adviser at Reed Wellbeing!

Internal applications for this role close on Tuesday 3rd November.

Please note the role is a 3- month FTC Part Time position.

We have different shifts available covering evening, weekend and weekday hours which will be discussed with your recruiter.

Please Note, these roles are expressions of interest only at this point. We are currently working on a number of exciting opportunities within this area and are looking to build a pipeline of talent to allow us to work quickly upon contract award. We will be in a position to be able to begin the formal recruitment process in the coming weeks and we will be in touch to discuss the next steps of your expression of interest as soon as possible.

What is the role about?

The Programme Support Adviser is responsible for providing a first-class personalised service to our participants across a variety of Reed Wellbeing programmes. The Programme Support Adviser will work within our Programme Support team, a team which acts as the first point of contact for participants referred to our preventative health services. The Programme Support Adviser will play a pivotal role in assessing the eligibility and suitability of participant referrals to our services and triaging them accordingly.

Once a participant’s eligibility and suitability is assessed, this role’s primary responsibility it to ensure that participants are sign posted to the relevant Reed Wellbeing services and their attendance is secured and recorded centrally. The Programme Support Adviser will ensure that all administration, including any specific KPI’s, quality standards and all data recorded, is captured in accordance with the service’s obligations.

Just some of your day-to-day responsibilities will include

• To deliver consistently high levels of customer service when communicating with participants on inbound and outbound calls.
• Booking participants on to relevant Reed Wellbeing preventative health services, rearranging participant attendance and actively seeking re-engagement should participants fail to attend scheduled sessions.
• Ensuring information provided on all calls is accurate and relevant systems are promptly responded to.
• Rectify any inaccuracies that have been inputted on the CRM system in a data cleanse activity.
• Utilise a variety of triage assessment tools to establish whether a participant is both eligible for and ready to engage with our services, based upon contractual and service delivery requirements.
• Ensuring that all administration, including any specific KPI’s, quality standards and all data recorded, is captured in accordance with the service obligations.

What’s in it for you?

Alongside a generous base salary (pro-rata for part time), and great flexibility with your working schedule, we offer training, development and progression opportunities. You will have access to the range of Reed in Partnership benefits, which include:

• 25 days annual leave (pro-rata for part time) plus statutory bank holidays
• Reed Pension Scheme
• Award Winning Management & Leadership training
• Professional & Personal Development Funds
• Bi-annual pay reviews
• Plus much more

With the chance to dramatically make a difference to the local community, this role offers immense job satisfaction. Where possible we consider applications from candidates that require part-time hours, please discuss with your Talent Partner if this is something you require.

To be successful in this role, we are looking for someone with

Essential:

• Experience of working effectively within an office-based customer service or sales environment.
• Demonstrable experience of delivering high quality customer service
• Experience of working in a fast paced, target orientated environment.
• Experience of using database systems to input data accurately
• Strong verbal communication skills and good influencing skills.
• Ability to follow processes
• Attentive to detail, ensuring all relevant data is captured accurately.
• A minimum of 5 GCSE’s (grade A-C, including Maths) or equivalent.
• GCSE English Language at a minimum of a Grade B (or equivalent Level 2 qualification) OR achievement of a Level 2 in Literacy Assessment at interview stage.

Desirable

• Experience of working in a call centre environment
• Fluency in community languages. Community languages may include Cantonese, Mandarin, Hindi, Urdu, Punjabi, Somali, Vietnamese, Dari, Yoruba, Turkish, French, Spanish, Albanian, Arabic, Bengali, Farsi, Guajarati, Polish, Serbian and Greek (dependant on which service the Programme Support Adviser is supporting)