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Contact Centre Trainer

3 months ago

City, United Kingdom The Portfolio Group Full time

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 an Helpline 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 a Counselling Coach.

The Role

This is an exciting opportunity to support, coach and develop newly recruited counsellors throughout 12-week onboarding programme to completion. You will be supporting counsellors within a fast-paced environment at a key stage of their counselling career. The role requires high levels of professional standards whilst working in a telephone environment, adhering to KPIs and SLAs. You will work alongside the EAP management team in coaching counsellors to ensure they successfully complete the onboarding programme.

Day to Day Responsibilities

  • Overall responsibility for the day-to-day running of the onboarding Programme, alongside the Training and Quality team
  • Providing daily, weekly, monthly reports to Senior Counselling Manager and Head of Counselling as required
  • Holding daily check-ins with new counsellors during the first 3 weeks of the programme, providing coaching and answering new Counsellor queries in the first instance
  • Delivering key training modules over the onboarding period ensuring that all Counsellors are trained sufficiently on all core services
  • Delivering workshops facilitating scenarios and roleplays reflective of helpline calls
  • Taking responsibility by ensuring all calls are being handled effectively and efficiently in line with the short-term Solution Focused Brief Therapy approach
  • Identifying areas of learning amongst the Counsellors and ensure relevant training is provided
  • Supporting the Counsellors on a day-to-day basis with risk and safeguarding debriefs as and when required and ensure team members are always following the Risk Guidance policy
  • Ensuring that call quality assessments are delivered on a daily and weekly basis using the quality scoring matrix and providing in-the-moment coaching and feedback
  • Holding a clinical caseload (up to 20% of working week)

What You Bring to the Team

  • A level 5 counselling qualification and BACP accreditation (or working towards this)
  • Excellent communication and customer service skills
  • Self-sufficient, adaptable, and goal-focused with the ability to work independently or as part of a team
  • Desire to pursue excellence in a career with Health Assured
  • High level of computer literacy (MS Office, Word, Excel, and PowerPoint)
  • Keen interest in developing and coaching counsellors

Benefits

  • 25 days' holiday, plus bank holidays
  • Day off on your birthday
  • Cash plan for you (and your children, if any)
  • Holidays increase after 2-and 5- years' service
  • 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
  • Holiday season bonus after 3 years' service
  • Profit share scheme
  • Season ticket loan scheme
  • Cycle to work scheme
  • Access to Employee Assistance Programme
  • Free breakfast every Monday and social sessions on the last Friday of the month with free food and drink
  • Company incentives, access to discount schemes
  • 100% funding for professional registration fees
  • Support with revalidation and CPD
  • Funding support with training and development

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