[Hiring] EAP Wellbeing Advisor @Ingeus

Role Description

The EAP Wellbeing Advisor is a key first point of contact for individuals seeking support through CiC Wellbeing. The role provides compassionate and practical guidance across telephones, WhatsApp and webchat, helping clients understand their needs, explore appropriate options and access the right support. Working with clear professional, safeguarding and confidentiality standards, the postholder provides non-clinical support, recognises and escalates risk or safeguarding concerns in line with agreed procedures, maintains accurate records and works with clinical and operational colleagues to deliver a responsive, consistent and high-quality service.

Duties

• Respond promptly and professionally to clients contacting the service by telephone, WhatsApp and webchat.
• Remain available throughout the shift, manage concurrent digital conversations where appropriate, and adapt communication style to the needs of each person and channel.
• Understand the client’s needs, clarify the issue and provide appropriate information and practical guidance.
• Agree suitable next steps, including signposting or referral where required, while responding with empathy and maintaining clear professional boundaries.
• Provide support through WhatsApp and webchat, responding within agreed times and following service procedures.
• If a conversation would be better handled by telephone, or urgent help is needed, move the client to the appropriate support safely.
• Use knowledge of the wider service offering to signpost or refer people to the most suitable internal or external support, including legal, financial and wellbeing services.
• Identify and respond confidently to risk, vulnerability and safeguarding concerns across all channels.
• Follow risk protocols, escalate concerns promptly and seek support from the appropriate clinicians when required.
• Record clear, accurate case notes promptly after every telephone, WhatsApp and webchat interaction.
• Keep all personal information confidential and follow information security and data protection requirements.
• Work flexibly across channels in response to demand, contribute to effective handovers and collaborate with colleagues to maintain continuity and service quality.
• During quieter periods, support service development, quality improvement and other operational priorities.
• Engage actively in wellbeing supervision, training and continuous professional development.
• Demonstrate CiC values by taking ownership, acting with care and respect, doing the right thing and contributing to a positive, inclusive and supportive team culture.

Qualifications

• Experience in a customer service, support or wellbeing related role.
• A good understanding of wellbeing services and how to signpost people to appropriate support.
• Experience of supporting people from a wide range of backgrounds and with different needs.
• Excellent verbal and written communication skills, with the ability to adapt your approach to different clients and communication channels.
• Strong IT and administration skills, including experience using Microsoft Office, digital communication tools and case management systems.
• Resilience, sound judgement and flexibility, with the ability to manage competing demands.
• Access to a quiet and confidential workspace as well as a stable broadband connection.

Requirements

• This role is subject to CIC obtaining satisfactory references, covering the last 3 years of employment including gaps.
• Satisfactory Enhanced Disclosure Certificate from Disclosure Scotland/the Disclosure and Barring Service in England and Wales.
• Proof that you are legally entitled to reside and work in the UK.

Benefits

• 25 days annual leave + bank holidays (with the option to purchase additional leave).
• Access to our 24/7 EAP, including up to 6 counselling sessions.
• Private Medical Insurance and Life Assurance.
• Two paid volunteering days per year for community giving.
• Eyecare vouchers and assistance towards glasses.
• Cycle to Work scheme.
• Season Ticket Loan.
• Access to Salary Finance for financial education and guidance.
• Optional extras including Critical Illness Cover and Dental Insurance.