Counsellor

3 weeks ago


Manchester, United Kingdom The Portfolio Group Full time
Job Title: Telephone Counsellor

We are seeking a skilled and compassionate Telephone Counsellor to join our team at The Portfolio Group. As a Telephone Counsellor, you will play a vital role in providing confidential and empathetic support to individuals facing personal or work-related challenges.

About the Role

As a Telephone Counsellor, you will be responsible for providing immediate emotional support and guidance to callers on our 24/7 helpline. You will complete clinical assessments and signpost callers to the most appropriate resources, ensuring the highest level of service and support.

You will also have the opportunity to work with a variety of individuals and presenting issues, including those who are distressed and/or at risk. You will be expected to demonstrate a thorough understanding of our company's products and services, as well as a solution-focused philosophy to help callers achieve positive outcomes.

Key Responsibilities
  • Provide efficient and effective telephone counselling services to all callers
  • Answer all calls within 8 seconds and clinically assess service users to determine the most appropriate type of support required
  • Direct service users to the appropriate person and manage expectations
  • Understand and embrace a solution-focused philosophy to help service users achieve positive outcomes
  • Take accurate information and record on our database
  • Effectively identify and manage risk in accordance with our Risk Guidance Policy
  • Act as an online CBT mentor
  • Undertake training provided by Health Assured and utilise appropriate skills within calls
  • Work to and exceed individual and team goals as per our quality framework
Requirements
  • Minimum diploma level 4 in Counselling and minimum of 150 counselling hours
  • Membership of the BACP or equivalent
  • Great communication and customer service skills
  • High level of organisational ability and ability to multitask
  • Ability to work towards deadlines and be motivated by targets
  • High level of computer literacy and ability to work with telephony and CRM systems
  • Relevant experience of working with safeguarding concerns and suicidal ideation
What We Offer
  • 25 days' holiday, plus bank holidays
  • Day off on your birthday
  • Cash plan for you and your children
  • 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
About Us

The Portfolio Group is a leading provider of Employee Assistance Programmes and Occupational Health services. We are committed to delivering high-quality support to our clients and their employees, and we are seeking a skilled and compassionate Telephone Counsellor to join our team.

We offer a competitive salary and a range of benefits, including 25 days' holiday, a cash plan, and access to our Employee Assistance Programme. If you are a qualified counsellor with a passion for supporting individuals in their mental health journey, we would love to hear from you.


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