EAP Wellbeing Advisor in London

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.

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.
• Understand the client’s needs, clarify the issue and provide appropriate information and practical guidance.
• Provide support through WhatsApp and webchat, responding within agreed times and following service procedures.
• Use knowledge of the wider service offering to signpost or refer people to the most suitable internal or external support.
• Identify and respond confidently to risk, vulnerability and safeguarding concerns across all channels.
• Record clear, accurate case notes promptly after every interaction.
• Work flexibly across channels in response to demand, contribute to effective handovers and collaborate with colleagues.
• Engage actively in wellbeing supervision, training and continuous professional development.

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.
• Excellent verbal and written communication skills.
• Strong IT and administration skills.
• Resilience, sound judgement and flexibility.
• Access to a quiet and confidential workspace as well as a stable broadband connection.

Desirable

• Experience providing wellbeing, customer or employee support.
• Previous experience supporting clients by telephone, WhatsApp, webchat or another digital channel.

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.

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.