EAP Wellbeing Advisor

CiC has been delivering Employee Assistance Programmes (EAP) and psychological services to organisations worldwide for almost 40 years. During this time, we have built a strong reputation for the quality and impact of our clinical interventions. Originally founded out of the Westminster Pastoral Foundation, a charity providing low‑cost counselling to individuals in need, CiC has always been rooted in clinical expertise and accessibility. We were also the first organisation to be audited by the EAP professional body (EAPA), and we continue to maintain an active presence on its board. Since its inception, CiC has grown significantly and now offers a comprehensive range of holistic wellbeing and psychological services across the globe. We support a wide variety of organisations in proactively enhancing the wellbeing of their employees. As one of the pioneers of EAPs, we have learned what truly makes a difference in employee wellbeing. Central to this is the quality of the service we provide. We believe that an Employee Assistance Programme must be trusted, valued, and relied upon by those who use it. For this reason, we prioritise exceptional service at every stage, from matching individuals with the right support to ensuring the clinical quality of our advice. Our EAP service is clinically delivered from end to end. We continuously develop and refine it through data analysis and feedback to ensure individuals receive the support they need and experience meaningful improvements in their health and wellbeing. We also invest intentionally in recruiting a diverse and highly experienced team of staff and counsellors, enabling us to provide consistent quality and access to specialist therapeutic expertise.

Role Overview

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, escalating concerns promptly and seeking 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

Essential

• 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.

Desirable

• Experience providing wellbeing, customer or employee support.
• Experience using a solution-focused approach to help people identify practical next steps.
• Previous experience supporting clients by telephone, WhatsApp, webchat or another digital channel.
• Previous experience working within an Employee Assistance Programme or a similar wellbeing service.

Requirements

• 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.

Additional Information

• 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.

Why Join CiC Wellbeing?

At CiC, you’ll be part of a dynamic, innovative, and supportive environment where your ideas genuinely matter. We empower our teams with the autonomy to shape services, contribute to growth, and drive excellence in workplace well‑being. If you’re dedicated, flexible, enthusiastic, and motivated by meaningful work, we’d love for you to join our mission in creating healthier, happier, and more productive workplaces across the globe.

What It’s Like to Work Here – From Our Team.

“Everyday, I have the privilege of supporting employees through challenging and often deeply personal experiences helping them navigate stress uncertainty and change. Supporting Employees through challenging times requires resilience empathy and professionalism. CIC provides the strong clinical foundation and supportive environment needed to do this work effectively.” Clare, EAP Telephone Counsellor.

“I’ve been working for CiC for just under 2 years and the ongoing support by colleagues and management has exceeded my expectations. This makes it very easy to reach out for support and ask questions. Support is always available from caring/empathic colleagues It’s a great team to be a part of.” Louise, EAP Telephone Counsellor.

“Working at CIC, the biggest plus I've noticed is the support received, both from management and colleagues. The work is fulfilling and we’re able to help a lot of people from a variety of different needs and backgrounds, and I feel I get to use my counselling skills to directly help so many.” PJ, EAP Telephone Counsellor.