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Telephone Counsellor

4 months ago

Hinckley, United Kingdom The Portfolio Group Full time
  • 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 12months 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 once in a career opportunity for an exceptional counselling professional to join a truly Service Led business, the industry leading EAP and OH provider & Sunday Times 'Best Places to Work' organisation, With an unrivalled track record of incredibly strong year on year growth of its subscription model business, My client support over 70,000 organisations and 13 million lives across the UK & Ireland. Part of a Global Business Group, with 14 operating companies and a group turnover of circa £400m, there is substantial financial backing for further expansion, including acquisition and international development. This represents an unparalleled career advancement opportunity for the exceptional individual. My client has been recognised as The North West's Top 100 Best Companies to work for and Top 10 Best Companies to Work for In the Health & Social Care.

THE ROLE

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.

DAY TO DAY RESPONSIBILITIES

  • To provide an efficient and effective telephone counselling service to all callers
  • To answer all calls within 8 seconds and triage to determine the most appropriate type of support required; demonstrating a thorough understanding of the company's products e.g. counselling support, legal advice, medical helpline, etc.
  • To demonstrate an ability to work with a variety of individuals and presenting issues, including those who are distressed and/or at risk.
  • Provide "in the moment support" to callers, adopting a Solution Focused approach and achieving a one call resolution.
  • To take accurate information and record on the company's data base
  • Conduct full and robust clinical assessments in accordance with the company's procedures, ensuring the most clinically appropriate support is identified.
  • To effectively identify and manage risk in accordance with companies "Risk Guidance Policy".
  • To undertake training provided by the company 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 KPI framework.
  • Personally ensure all call backs and queues are efficiently managed and ensure individual actions do not impact upon the availability of the service.
  • To monitor the Counselling Advice Inbox Queue and to process and respond to any web enquiries and emails where appropriate, including EAP manager referrals.
  • 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.
  • To maintain an active caseload of Video clients, including online CBT and Power to Recover clients - up to 6 clients on an allocated day.
  • Demonstrate the ability to always provide excellent customer service.

WHAT YOU BRING TO THE TEAM

  • Minimum diploma level 4 in Counselling & minimum of 150 counselling hours
  • To be a member of the BACP or equivalent
  • Great communication and customer service skills
  • High level of organisational ability; ability to multitask.
  • Be able to work towards deadlines and be motivated by targets.
  • High level of computer literacy
  • Ability to work with telephony and CRM systems.
  • Relevant experience of working with safeguarding concerns and suicidal ideation

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 - we call this Fab Friday
  • Company incentives, access to discount schemes

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