Helpline Support Specialist

2 weeks ago

Sunderland, Sunderland, United Kingdom Mental Health Matters Full time
About the Role

This is an exciting opportunity to join our team as a Helpline Support Advisor, where you will provide confidential emotional support to callers and provide advice and guidance around mental health and other issues.

Key Responsibilities
  • Provide a range of telephone support, signposting, advice, and guidance to adults experiencing mental health distress.
  • Make decisions under pressure whilst communicating with the client.
  • Assess a situation and determine the degree of crisis, needs of the individual caller, and appropriate response.
  • Accurately record referrals and details of calls on relevant electronic systems.
  • Work in line with performance targets and key contractual requirements.
  • Communicate with external stakeholders as required.
About You
  • You will be confident, articulate, with proven communication skills.
  • You will hold a Counselling Certificate Level 3, or equivalent, or be willing to work towards this within the first 6 months of your employment.
  • You will have experience in providing a service over the telephone to a range of clients including those in distress.
  • You will have an excellent telephone manner and be able to actively listen, question and respond.
  • You have genuine empathy towards mental health issues and be keen to challenge the stigma surrounding mental health.
What We Offer
  • A minimum of 25 days annual leave per annum, plus statutory holidays, rising with length of service.
  • A 5% contributory pension scheme, with the opportunity to increase contributions.
  • A holistic approach to your health and wellbeing, including Employee assistance programme and personalised wellbeing action plans.
  • Enhanced family friendly policies, pay and leave.
  • Cycle to work scheme.
  • Discounted gym membership.
  • Healthcare cash plan.
  • A discount platform covering online, high street and supermarket purchases.

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