Night Digital Counsellor

The Portfolio Group; Manchester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading health and wellbeing network is seeking a Night Digital Counsellor to join their team. This role involves providing compassionate emotional support through digital mediums, performing risk assessments, and responding to client needs on a 24/7 helpline. Candidates must have relevant counselling qualifications and experience, with a commitment to delivering compliant, ethical support.

Benefits

25 days' holiday, plus bank holidays

Day off on your birthday

Cash plan for you and your children

Contractual sick pay

Private medical insurance after 5 years' service

Pension Plan and Life Insurance

Support with revalidation and CPD

Funding support with training and development

Access to Employee Assistance Programme

Paid membership to BACP upon successful completion of probation

Qualifications

• Registered member of the BACP or equivalent required.
• 12 months post-qualification experience necessary.
• Experience with safeguarding concerns and suicidal ideation is relevant.

Responsibilities

• Provide digital counselling via email, video call, live chat, and SMS.
• Complete risk assessments following the BACP Ethical Framework.
• Direct service users to the appropriate support services.

Skills

Communication

Customer Service

Emotional Support

Education

Minimum diploma level 4 in Counselling

Tools

CRM systems

Telephony systems

Job description

Portfolio are proud to be exclusively representing our client who are a trusted health and wellbeing network who have been making a positive difference in over 15 million lives, in their search to add a Night Digital Counsellor to their team. Our client offers the most comprehensive employee assistance programme on the market, giving 24/7 caring and compassionate support services to employers from organisations of all sizes, across the private, public and non-profit sector. This is a great opportunity to join the industry leading EAP and oh provider & Sunday times 'best places to work' organisation as an Overnight Digital Counsellor

The Role

You will provide emotional support and guidance via digital mediums, primarily email, video call, live chat and SMS. You will complete risk assessments and work in line with the BACP Ethical Framework - ensuring the highest level of service and support is provided to all service users. You will also work on a 24/7 helpline, providing in the moment emotional support to individuals, conducting clinical assessments and signposting to specialised support services, where appropriate.

Day To Day Responsibilities

• To provide an efficient and effective digital counselling service to all service users working in line with clinical governance.
• Effectively answer queries and triage to determine the most appropriate type of support required, i.e. advice, counselling etc.
• Demonstrating an ability to work with a variety of individuals and presenting issues, including those who are distressed.
• Directing service users to the appropriate person and managing expectations at all times. i.e. Legal Department.
• Responding to all web enquiries and tailor responses to meet individual requirements.
• Providing "In the moment support" to service users via the Live Chat function and Live Video Calls
• Acting as a CBT mentor

What You Bring To The Team

• Minimum diploma level 4 in Counselling & minimum of 150 counselling hours
• 12 months post qualification experience
• To be a registered member of the BACP or equivalent
• High level of computer literacy including telephony and CRM systems
• Great communication and customer service skills
• Relevant experience of working with safeguarding concerns and suicidal ideation

Benefits

• 25 days' holiday, plus bank holidays
• Day off on your birthday
• Holidays increase after 2- and 5-years' service
• Cash plan for you (and your children, if any)
• Contractual sick pay
• Private medical insurance after 5 years' service
• Pension Plan and Life Insurance
• Pension plan contributions increase after 5- and 7-years' service
• Support with revalidation and CPD
• Funding support with training and development
• Holiday season bonus after 3 years' service
• Profit share scheme
• Season ticket loan scheme after 6 months and successful completion of probationary period
• Cycle to work scheme after 6 months and successful completion of probationary period
• Access to Employee Assistance Programme
• Company incentives, access to discount schemes
• Paid membership to BACP upon successful completion of probationary period (or equivalent accrediting body)
• Quarterly voucher benefit
• Support with CDP
• Funding support with training and development

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