Client Care Counsellor

Build a meaningful career

At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives. The extraordinary expertise of a more than 7,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

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 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. This is a full-time position, working 35 hours over 5 days per week, Monday through Sunday.

Note: This is an assessment-based role and hours will not count towards accreditation.

**Responsibilities**:

- Assess client 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 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 as a Client Care Counsellor will require the following core qualifications and skills:

- 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, BABCP, NCS or equivalent is a requirement.
- 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.
- Strong work ethic and professionalism.
- Ability to work over the phone and through chat.
- Ability to adapt to both the ever-changing client and organizational needs.
- Ability to work in a fast-paced environment and to multi-task.
- Strong empathy and listening skills.
- Be flexible to work varying shifts, evenings, weekends and holidays as required.

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 LifeWorks 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.

Professional Development

By working at our Care Access Centre, you will have the opportunity to develop a variety of professional skills as well as address constructive, interesting, and rewarding challenges. The diversity of the clients and the problems encountered will allow you to develop your skills rapidly as a clinical practitioner. In addition, you will have the opportunity to share your clinical knowledge with a multidisciplinary team of clinicians from various fields

Different avenues, depending on opportunities, are also possible in terms of career advancement for those demonstrating excellence in their work, as LifeWorks continues to grow and offer different modalities to support our clients (including tele-counselling, face-to-face, video counselling and Organisational Services roles (Trauma and Management Consultations).

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Where permitted by law, LifeWorks employees must be fully immunized to access a LifeWorks office or customer premises.

Fulfilling work that matters

LifeWorks is in the business of helping organizations help their people and in the process, we strive to elevate ours. We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve. We appreciate the interest of every applicant; however, we contact only those selected for an interview.