Job Title: EAP Support Coordinator
Location: Sheffield, S9 1BY
Salary: £24, % uplift for unsociable hours
Contract Type: Permanent
Working Hours: Full Time, 37 Hours
Shift Pattern: Hours are between 7am – 10pm. Monday – Friday with1 late shift from 2pm until 10pm 1 weekend day on a rota basis every 8 weeks.
Role Summary
As a Support Coordinator, 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
* 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?
* Competitive salary
* Excellent training and development opportunities
* Plenty of career progression opportunities
* Extensive induction with ongoing mentoring and support from some of the top Occupational Health professionals in the industry
* 25 days annual leave + Bank Holidays
* Fantastic pension scheme
* Eye care test vouchers
* Flu jabs
* Reward Scheme
* Buy and sell holiday scheme
* Life assurance
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.