Senior Telephone Counsellor

**Are you looking to work for an organisation with a real purpose - one where there is no limit to fresh ideas and discovering what’s next?**

**Join us at the Retail Trust.**

As the charity for everyone in retail, our cause is to create, hope and health and happiness for everyone in retail. Yes, that’s right, everyone. That’s more than three million retail colleagues and their families. And you can help to achieve that mission.

We’re on a journey of transformation building on what our founders developed 190 years ago and are moving at astronomical pace. We’re looking for individuals who possess high energy and passion, and are all-in, collaborative and forward-thinking. The opportunity for personal and professional growth is momentous.

We are looking for an experienced BACP or UKCP registered counsellor, to support the management of our busy telephone counselling team on our wellbeing Helpline.

Reporting to the clinical team leader you’ll provide a pivotal role in supporting clients contacting our helpline and assisting in the operational controls within the service.  Working within an EAP setting, key duties will include supporting day to day management of the counselling team, supporting individuals calling the helpline who may be at risk, using person-centred skills to ensure they are initially assessed and provided appropriate support including onward referral and signposting to other services provided by Retail Trust and other specialist agencies or organisations.

**Key tasks include**:

- Supporting with day to day management of a team of BACP / UKCP registered counsellors, including managing rota’s and resource planning for the service
- Providing advice and one-off counselling single session support and refer to other services as appropriate, including referring clients to a range of other services and providing support for clients through sign posting
- Ensuring that all client related activities are recorded accurately and appropriately on our systems in a timely manner, as per KPIs and professional standards
- Ensuring that any risk issues are appropriately managed and escalated.
- Reviewing and updating operational process and procedures as required to ensure effective clinical oversight of the service
- Demonstrating excellent communication with the health and wellbeing team and all other operational staff
- Taking ownership for your CPD and maintaining your professional registration and participating in training and development opportunities provided
- Supporting other tasks in relation to developing our service when required
- Assist in the reviewing and updating of operational process and procedures as required to ensure effective clinical oversight of the service
- Work with our third-party service providers, clinical managers, account managers as well as the wider commercial and clinical world

As well as contributing to monthly reporting relating to the operational effectiveness of the service, you’ll be expected to ensure that all relevant administrative tasks such as maintaining case notes, client records and case management are also completed.

Ultimately, you’ll play a pivotal role in developing the service, ensuring delivery of a safe and effective service to support individuals seeking support through the trust. What will support your success in the role?

**Essential**:

- BACP/UKCP registered.
- Recognised counselling qualification (advanced diploma)
- Previous line management experience
- Previous experience working on a similar high-volume telephone counselling service
- Excellent customer service and communication skills
- Flexibility regarding working hours

**We look after you by providing you with**:

- Remote working with the opportunity to attend out head office for meetings and social events.
- A pension scheme of up to 9% employer contributions.
- Market-leading wellbeing and perks package which includes:

- Life assurance of four times your salary.
- A health cash plan, allowing you to claim back on the cost of a number of services such as optical, dental, medical.
- Access to a free counselling and support phoneline.
- The day off to celebrate your birthday.
- Enhanced family friendly benefits including up to ten days compassionate leave per year, three months full maternity pay, and two weeks full paternity pay.

If you are interested in working for a dynamic organisation that transforms lives for good, we want to hear from you.

**Job Types**: Part-time, Permanent
Part-time hours: 28 per week

**Salary**: Up to £24,800.00 per year

**Benefits**:

- Additional leave
- Cycle to work scheme
- Life insurance
- On-site parking
- Sick pay
- Wellness programme
- Work from home

Schedule:

- Day shift
- Monday to Friday
- No weekends

Work Location: Hybrid remote in London