Client Care Counsellor

7 months ago

Glasgow, United Kingdom LifeWorks Full time

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider - encompassing physical, mental and financial health - TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

As a Client Care Counsellor, you will provide emotional support to clients via telephone and chat who are facing urgent or crisis situations. This role will require evaluating the needs of our clients, assessing for any immediate risk, performing crisis containment, and signposting to any helpful resources.

This is a full-time remote role - you can work from home anywhere in the UK and you will receive a robust program of training to prepare you for the role.

**Responsibilities**:

- Assess client’s needs and provide immediate telephone crisis counselling/interventions to employees and family members of customer organisations;
- Identify the presenting problem and determine appropriate service response level as per case response level standards;
- Assess client’s risk level and provide appropriate safety and action planning where necessary;
- Offer counselling interventions to clients who may only require immediate support in the moment;
- Work collaboratively with other clinical and non-clinical teams to ensure a seamless client experience;
- Meet key objectives around call volume and quality.

Succeeding in this role will require the following:

- Hold a relevant qualification in Counselling (minimum Level 4 in England and a minimum Level 10 in Scotland);
- Minimum of 100 accrued counselling hours;
- Membership with a professional association such as BACP or equivalent;
- Strong risk assessment skills with regards to Child Welfare/Safety concerns, Suicide/Self-Harm, Substance Abuse etc.;
- Good clinical judgement and understanding of your responsibilities regarding confidentiality;
- Ability to work over the phone and through chat;
- Ability to work in a fast-paced environment and to multi-task.
- Strong empathy and listening skills;
- Flexibility is required to work various shifts, including weekends, evenings, and holidays, based on business requirements. Shifts may fall on any day of the week, from Monday to Sunday, between 7 am and 10 pm.

You will receive a permanent position with benefits package including:

- Pension, Private Medical Insurance including Digital GP, Dental Plan, Life Insurance, Group Income Protection;
- 24 days annual leave and two extra wellbeing days per year, in addition to 8 bank holidays (pro-rata for part time employees);
- Access to the TELUS Health One app which includes hundreds of perks including cashback offers and discounted gift cards on your favourite brands, discounted cinema tickets and more;
- EAP support provided internally in a fully confidential manner to ensure you get the support you need;
- Clinical Excellence Awards - rewarding performance of our counsellors when they meet key metrics.

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

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