Customer Service/Triage Specialist

Who we are: 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 our Ealing, 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/).