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3 months 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.

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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