Eap Telephone Counsellor

4 weeks ago

Manchester, United Kingdom The Portfolio Group Full time

Are you passionate about supporting individuals in their mental health journey? Do you thrive in providing empathetic and effective counselling services? 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. Have you got a degree in counselling or a level 4 diploma?
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.
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.
To provide an efficient and effective telephone counselling service to all callers
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.
To take accurate information and record on the company's data base
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.
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
To maintain an active caseload of Video clients, including online CBT and Power to Recover clients - up to 6 clients on an allocated day.
Minimum diploma level 4 in Counselling & minimum of 150 counselling hours
High level of computer literacy
Ability to work with telephony and CRM systems.
Relevant experience of working with safeguarding concerns and suicidal ideation
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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