Telephone Counsellor

TN United Kingdom; Leicester; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a dynamic team of counsellors at an award-winning organization dedicated to enhancing employee well-being. This role offers an exciting opportunity to provide confidential counselling services to individuals facing personal and work-related challenges. With a focus on delivering empathetic support, you will play a crucial role in helping clients navigate their mental health journeys. The company is recognized as one of the best places to work, offering substantial benefits and a supportive environment for professional growth. If you're passionate about making a positive impact, this is the perfect opportunity for you.

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

Pension and life insurance

Holiday season bonus after 3 years

Profit sharing scheme

Season ticket loan

Access to Employee Assistance Programme

Qualifications

• 150 hours of counselling experience required.
• Ability to handle safeguarding concerns and suicidal ideation.

Responsibilities

• Provide immediate emotional support on a 24/7 helpline.
• Conduct clinical assessments and manage risk effectively.
• Maintain an active caseload of video clients.

Skills

Counselling

Communication Skills

Organizational Skills

Risk Assessment

Solution-Focused Approach

Customer Service

Education

Level 4 Diploma in Counselling

BACP Membership

Tools

CRM Systems

Telephony Systems

Job description

Social network you want to login/join with:

* Are you a BACP registered member?
* Have you completed 150 hours or more?
* Have you got a degree in counselling or a level 4 diploma?
* Have you got 12 months counselling experience?

Are you passionate about supporting individuals in their mental health journey? Do you thrive in providing empathetic and effective counselling services? We have an exciting opportunity for counsellors to join an award-winning client based in Manchester or Hinckley!

As a counsellor, you will play a crucial role in providing confidential counselling services to employees facing personal or work-related challenges. Your expertise will contribute to enhancing employee well-being and organizational productivity!

If you’re dedicated to making a positive impact through counselling and possess the skills to empower individuals to overcome obstacles, we want to hear from you. Apply now to be a part of a dynamic team of counsellors!

The Opportunity

This is a unique career opportunity to join a service-led business, a leading provider of EAP and Occupational Health services, recognized as one of the Sunday Times ‘Best Places to Work’. The company supports over 70,000 organizations and 13 million lives across the UK & Ireland, with substantial financial backing for expansion and international development. The organization has been named one of the Top 100 Best Companies to Work for in the North West and in the Health & Social Care sector.

The Role

You will provide immediate emotional support and guidance to callers on a 24/7 helpline, including clinical assessments and signposting. You will conduct risk assessments and adhere to the BACP code of ethics, ensuring high-quality support. The role may also include scheduled video counselling sessions, which can contribute towards BACP accreditation.

Day-to-Day Responsibilities

1. Provide efficient telephone counselling to all callers.
2. Answer all calls within 8 seconds and triage to determine the support needed, demonstrating understanding of the company's services.
3. Work with diverse individuals and presenting issues, including distressed or at-risk callers.
4. Offer 'in the moment' support using a Solution-Focused approach to achieve one-call resolution.
5. Record accurate information on the company's database.
6. Conduct comprehensive clinical assessments and identify appropriate support options.
7. Manage risk effectively according to company policies.
8. Participate in training and utilize relevant skills during calls.
9. Meet and exceed individual and team KPIs.
10. Manage callbacks and queues efficiently to ensure service availability.
11. Monitor and respond to web enquiries and emails, including referrals.
12. Respond promptly to client emails and queries, maintaining a zero inbox.
13. Complete outbound calls within service levels.
14. Maintain an active caseload of video clients, including online CBT and Power to Recover clients.
15. Consistently deliver excellent customer service.

What You Bring to the Team

• Minimum Level 4 diploma in Counselling and 150 counselling hours.
• Membership of BACP or equivalent.
• Excellent communication and customer service skills.
• Strong organizational skills with the ability to multitask.
• Ability to meet deadlines and work towards targets.
• High computer literacy and experience with telephony and CRM systems.
• Experience handling safeguarding concerns and suicidal ideation.

Benefits

• 25 days’ holiday plus bank holidays.
• Day off on your birthday.
• Cash plan for you and your children.
• Holidays increase after 2 and 5 years of service.
• Contractual sick pay.
• Private medical insurance after 5 years.
• Pension and life insurance.
• Increased pension contributions after 5 and 7 years.
• Holiday season bonus after 3 years.
• Profit sharing scheme.
• Season ticket loan, cycle to work scheme.
• Access to Employee Assistance Programme.
• Free Monday breakfast and social events ('Fab Friday').
• Company incentives and discount schemes.