Wellbeing Counsellor

HCRG Workforce Solutions; Manchester; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading healthcare staffing agency in Manchester is looking for permanent Counsellors to provide emotional support through a 24/7 helpline. Successful candidates will conduct assessments and offer structured video counselling sessions. This role requires strong communication skills, experience in telephone counselling, and the ability to manage risks effectively. Flexible shift patterns are available.

Benefits

Continuing Professional Development

Strong Progression

Qualifications

• Experience in providing counselling over the phone.
• Ability to manage risk according to policies.
• Familiarity with clinical support frameworks.

Responsibilities

• Provide efficient telephone counselling to callers.
• Conduct clinical assessments to determine needed support.
• Direct service users to appropriate departments.
• Manage personal inbox and respond to emails promptly.

Skills

Telephone counselling

Clinical assessment

Risk management

Solution Focused Philosophy

Excellent customer service

Education

Relevant counselling qualification

Job description

Benefits include Continuing Professional Development, Strong Progression and More!

HCRG Staffing are thrilled to be working with a new client based in the Manchester area, who is searching for permanent Counsellors for their service after a wave of promotions.

You will provide immediate emotional support and guidance to callers on the 24/7 helpline – completing clinical assessments and signposting appropriately. You will complete risk assessments and work in line with the BACP code of ethics – ensuring the highest level of service and support is provided to callers. The role may also include allocated time for structured video counselling – this time can be counted towards BACP accreditation.

Responsibilities include (but are not limited to):

• To provide an efficient and effective telephone counselling service to all callers
• To answer all calls and clinically assess service users to determine the most appropriate type of support required; demonstrating a thorough understanding of the client’s products e.g. counselling support, legal advice, medical helpline, etc
• Directing service users to the appropriate person and managing expectations at all times. i.e. Legal Department
• To demonstrate an ability to work with a variety of individuals and presenting issues, including those who are distressed and/or at risk
• Understand and embrace a “Solution Focused Philosophy” in order to help a service user achieve an outcome in the shortest space of time possible
• To take accurate information and record on the client database
• To effectively identify and manage risk in accordance with the client’s “Risk Guidance Policy”
• To act as online CBT mentor
• To undertake training provided and to utilise appropriate skills within calls, i.e. working with trauma, working with suicide, clinical assessment, safeguarding etc
• Work to and exceed individual and team goals as per the quality framework
• Personally ensure all call backs and queues are efficiently managed and ensure individual actions do not impact upon the availability of the service
• Effectively manage personal inbox and ensure zero inbox policy, responding to all client emails and queries within agreed service level agreement
• Aim to complete any outbound calls within agreed service level agreements
• Demonstrate the ability to always provide excellent customer service

There are a number of shift patterns on offer including days, nights and weekends- simply call and we can work out the best option for you!

More information is available and a full job description can be provided; simply contact Craig Johnson via email, call or apply below today!

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