Digital Counsellor
£30,000-33,000 FTE
Office Based
Monday - Thursday
12pm - 8pm
Are you a qualified counsellor looking for a company that will invest in your development and career progression?
Portfolio are proud to be 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 an Helpline Counsellor to their team. Our client offers the 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.
This is a great opportunity to join the industry leading EAP and OH provider & Sunday Times 'Best Places to Work' organisation as a Digital Counsellor.
Job Overview
You will provide emotional support and guidance via digital mediums, primarily email, video call, livechat and SMS, to clients. You will complete risk assessments and work in line with the BACP code of ethics - ensuring the highest level of service and support is provided to all service users. You will work on a 24/7 helpline, providing in the moment emotional support to individuals, conducting clinical assessments and signposting to specialised support services, where appropriate. You will be able to use online health and wellbeing tools including the company's online wellbeing platform.
Day to Day Responsibilities:
- Providing an efficient and effective digital counselling service to all service users working in line with clinical governance.
- To effectively answer queries and triage to determine the most appropriate type of support required, i.e. advice, counselling etc.
- Demonstrating an ability to work with a variety of individuals and presenting issues, including those who are distressed.
- Demonstrating a thorough understanding of the products available to a service user and understand what support is most appropriate for the individual's needs. i.e., Debt, Legal, Critical Illness etc. Directing service users to the appropriate person and managing expectations at all times. i.e. Legal Department.
- Responding to all web enquiries and tailor responses to meet individual requirements.
- Providing "In the moment support" to service users via the Live Chat function and Live Video Calls
Essential Skills and Competencies:
- Minimum diploma level 4 in Counselling & minimum of 150 counselling hours
- 12 months post qualification experience
- Registered member of the BACP or equivalent (or COP booked)
- 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
Desirable Skills and Competencies:
- Accredited with the BACP or eligible for the accreditation process
- EAP experience
- Experience of working within a target driven environment
Employee Benefits:
- BACP (or equivalent) membership and accreditation paid for
- BACP CBD Hub
- Up to £70 per month for supervision
- Monthly incentives such as weekends away!
- 25 days' holiday, plus bank holidays, holidays increase after 2- and 5-years' service
- Day off on your birthday
- Cash plan for you (and your children, if any)
- 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 after 6 months and successful completion of probationary period
- Cycle to work scheme after 6 months and successful completion of probationary period
- Access to Employee Assistance Programme
- Free breakfast every Monday and social sessions on the last Friday of the month with free food and drink - we call this Fab Friday!
- Company incentives, access to discount schemes
- Discounted glasses/contact lenses prescription
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