At a Glance
- Tasks: Help clients by triaging calls and connecting them to the right resources.
- Company: WPO is a leading wellbeing solutions provider, trusted by Fortune 500 companies worldwide.
- Benefits: Enjoy gym reimbursements, tuition support, health insurance, and a mentorship programme.
- Other info: This role offers a hybrid work model with training and development opportunities.
- Why this job: Join a diverse team dedicated to improving global employee wellbeing in a supportive environment.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 30000 - 42000 £ per year.
At Workplace Options (WPO), we deliver human-centric solutions that empower people to thrive personally and professionally. With a global team of more than 4,800 professionals, we provide real-time emotional support, therapy, coaching, mindfulness, and family services to millions worldwide. Since 1982, we’ve partnered with employers, health plans, and insurers to design flexible, forward-thinking programs that evolve alongside today’s changing workforce.
Today, we support 160 million people across 150,000 organizations, including over half of Fortune 500 companies. Now part of the TELUS Health family, we are expanding our global impact by combining decades of wellbeing expertise. Together, we’re building healthier, more resilient organizations—one person at a time.
Current Opportunity: Customer Service/Triage Specialist
Remote/Hybrid/Onsite: Must be UK based. Can be remote or hybrid depending on your proximity to ourEaling, London office.
Salary: £27,000 gross per annum plus competitive benefits offering.
What you will do:
Workplace Options have an exciting opportunity for a Customer Service/Triage Specialist to join our Information team in the UK. Our Customer Service/Triage Specialists provide personal and family assistance to members and their families.
Responsibilities:
- Triaging client calls to the appropriate department: Counselling, Wellness, Financial and Legal.
- Researching and referring clients to various resources in the community depending on the client’s situation.
- Cases may involve research on Education-College/Financial Aid, Tutoring Services, Public/Private Schools.
- Cases may require locating resources regarding Family Services-Adoption, Parenting Classes, Birthing Classes, Support Groups.
- Support provided may be related to Relocation Services-Apartments, Estate Agents, Subsidised Housing, Moving companies.
- Calls may be answered with regards to Social Services-Rental Assistance, Utility Assistance, Child Care Subsidy, Housing Subsidy and Financial planning.
- Any additional tasks pertinent to the position, as deemed appropriate by management.
Required Skills:
To excel in this role, you will need the following skills:
- Strong written and spoken communication skills.
- Excellent customer service skills providing the caller with friendly, enthusiastic, and empathetic service.
- Proficient in conflict resolution skills.
- Ability to organize and prioritize effectively.
- Outstanding organizational, relationship-building and interpersonal communication skills
What we offer:
At Workplace Options, we don’t just deliver wellbeing services to our clients, we champion wellbeing for our own employees as well. Examples of our benefits and commitment to employee wellbeing include:
Gym reimbursement, Transport reimbursement, Tuition reimbursement, Permanent health insurance, Life insurance, Mentorship programme, CPD training reimbursement, EAP benefits, Employee exchange programme, Comprehensive training provided for this position.
At Workplace Options, we are committed to and are accountable for building a workplace where individuals feel empowered to bring their whole selves to work, free from judgment or fear of discrimination. We understand that having a diverse organization is only the beginning and it will require nurturing and care to thrive. We will continue to take action to ensure we achieve equitable and measurable outcomes.
We strive to cultivate a space where diverse voices are not only heard but actively sought out and valued for the unique insights they bring. By embracing and promoting authenticity, we aim to build a vibrant and inclusive community that fosters collaboration, innovation, belonging and personal growth.
For further details about WPO please check out our website www.workplaceoptions.com and these short videos give a great overview of what we do Human-Powered Care and The WPO Global Experience
Workplace Options collects and processes personal data in accordance with applicable data protection laws. If you are a European job applicant, refer to our Privacy Notice for further details (https://www.workplaceoptions.com/privacy-notice-for-recruitment/).
Customer Service/Triage Specialist in London employer: Workplace Options
At Workplace Options, we pride ourselves on being an exceptional employer that prioritises the wellbeing of our employees just as much as we do for our clients. With a strong commitment to professional development, including comprehensive training and mentorship programmes, we foster a supportive and inclusive work culture that empowers our team members to thrive. Located in the UK, our remote EAP Counsellor role offers competitive benefits and the unique opportunity to make a meaningful impact on individuals' lives while enjoying a flexible work environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service/Triage Specialist in London
✨Tip Number 1
Familiarise yourself with the specific wellbeing services offered by WPO. Understanding their range of services will help you demonstrate your knowledge during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills, especially in conflict resolution. Since the role requires excellent customer service and empathetic communication, consider role-playing scenarios with friends or family to build your confidence.
✨Tip Number 3
Network with current or former employees of WPO on platforms like LinkedIn. They can provide valuable insights into the company culture and the specifics of the Customer Service/Triage Specialist role, which can help you tailor your approach.
✨Tip Number 4
Prepare examples from your past experiences that showcase your organisational and prioritisation skills. Be ready to discuss how you've effectively managed multiple tasks or resolved conflicts in previous roles, as this will be crucial for the position.
We think you need these skills to ace Customer Service/Triage Specialist in London
Some tips for your application 🫡
Understand the Role:Read the job description thoroughly to understand the responsibilities and required skills for the Customer Service/Triage Specialist position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Compelling CV:Ensure your CV is up-to-date and clearly outlines your relevant experience, particularly in customer service and communication. Use bullet points to make it easy to read and focus on achievements that demonstrate your skills.
Write a Strong Cover Letter:In your cover letter, express your enthusiasm for the role and the company. Highlight specific experiences that showcase your conflict resolution skills and ability to provide empathetic service, as these are crucial for this position.
Proofread Your Application:Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are important in customer service roles.
How to prepare for a job interview at Workplace Options
✨Showcase Your Communication Skills
As a Customer Service/Triage Specialist, strong written and spoken communication skills are essential. During the interview, demonstrate your ability to articulate thoughts clearly and listen actively. Use examples from past experiences where you effectively communicated with clients or resolved conflicts.
✨Emphasise Empathy and Enthusiasm
WPO values friendly and empathetic service. Make sure to convey your enthusiasm for helping others during the interview. Share stories that highlight your ability to connect with clients on a personal level and how you’ve provided support in challenging situations.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving and conflict resolution skills. Prepare by thinking of specific scenarios where you triaged calls or resolved customer issues. Be ready to explain your thought process and the steps you took to achieve a positive outcome.
✨Research WPO and Its Values
Familiarise yourself with WPO's mission and values before the interview. Understanding their commitment to employee wellbeing and diversity will help you align your answers with their culture. This knowledge will also show your genuine interest in the company and the role.
