Night Counsellor

**(Must be able to commit to 1 weekend or later shift each week)** **Mon, Tues, Weds 8pm-8am Remote Night Counsellor;**

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 a Telephone Counsellor to their team. Our client offersthe 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, to business partners, individual users,employees and their family members.

**Day to Day Responsibilities as a Night Counsellor**:

- To provide an efficient and effective telephone counselling service to all callers.
- To effectively answer calls and triage to determine the most appropriate type of support required, i.e. advice, counselling etc.
- To demonstrate an ability to work with a variety of individuals and presenting issues, including those who are distressed.
- To take accurate information and record on the Health Assured data base.
- Demonstrate a thorough understanding of the Health Assured products available to a caller and understand what support is most appropriate for the individual's needs. i.e., Debt, Legal, Critical Illness, Talk to a Doctor etc.
- Warm transferring callers to the appropriate person and managing expectations at all times. i.e. Legal Department, Talk to a Doctor.
- Provide "In the moment support" to callers presenting with support needs.
- To arrange follow up and check in calls when deemed appropriate.
- To undertake training provided by Health Assured and to utilise appropriate skills within calls, i.e. working with trauma, working with suicide, clinical assessment, safe guarding etc.
- Upon mutual agreement to undertake Structured Telephone Counselling cases.
- Understand and embrace a "Solution Focused Philosophy" in order to help a caller achieve an outcome in the shortest space of time possible.
- Work to and exceed individual and team goals. For example, an individual goal is to achieve a minimum of 25 calls per day.
- Personally ensure all call backs and queues are efficiently managed and ensure individual actions do not impact upon the availability of the service.
- Demonstrate the ability to work under pressure and to prioritise call lengths to ensure that "call backs" are reduced to an absolute minimum.
- Demonstrate the ability to provide excellent customer service at all time.

**In order to be considered for this opportunity it is essential that you have the following**:

- Minimum diploma level 4 in Counselling & minimum of 100 counselling hours
- To be a member of the BACP
- Relevant telephone experience
- High level of computer literacy (MS Office, Word, Excel and PowerPoint)
- High level of organisational ability; ability to work to tight deadlines and targets
- Good communication and customer service skills
- Accredited with the BACP or eligible for the accreditation process
- EAP experience is desirable.

**P967166LS1R8**

**INDPENO