Quality & Training Coach (Permanent)

1 month ago

Manchester, 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.
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.
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
Delivering key training modules over the onboarding period ensuring that all Counsellors are trained sufficiently on all core services
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
A level 5 counselling qualification and BACP accreditation (or working towards this)
High level of computer literacy (MS Office, Word, Excel, and PowerPoint)
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
~ Funding support with training and development

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