EAP Wellbeing Advisor

At CiC Wellbeing, we’ve shaped our benefits around what matters most to our people. You’ll enjoy:

• 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

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.

This is an exciting opportunity to join CiC as a Wellbeing Support Services Advisor, providing responsive, compassionate and practical support across telephone and digital channels.

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. Explain options and support informed decision making.

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.

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 

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.