WELLBEING COUNSELLOR

This is a once in a career opportunity for an exceptional counselling professional to join a truly service led business, the industry leading mental health & wellbeing provider, HA Wisdom Wellbeing. With an unrivalled track record of incredibly strong year on year growth of its subscription model business, HA Wisdom Wellbeing supports over 90,000 organisations and 13 million lives across the UK, Ireland, Australia & New Zealand.

Part of the global Peninsula Group, with 14 companies and a group turnover in excess of £400m, there is substantial financial backing for further expansion, acquisition and international development. This represents an unparalleled career advancement opportunity for the exceptional individual.

You will provide immediate emotional support and guidance to callers on the 24/7 helpline – completing clinical assessments and signposting appropriately. 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 callers. The role will also include allocated time for structured video counselling – this time can be counted towards BACP accreditation.

1) To provide an efficient and effective telephone counselling service to all callers

2) To answer all calls within 8 seconds and clinically assess service users to determine the most appropriate type of support required; demonstrating a thorough understanding of the HA Wisdom Wellbeing products e.g. counselling support, legal information, medical helpline, etc

3) Directing service users to the appropriate person and managing expectations at all times

4) To demonstrate an ability to work with a variety of individuals and presenting issues, including those who are distressed and/or at risk

5) Understand and embrace a “Solution Focused Philosophy” in order to help a service user achieve an outcome in the shortest space of time possible

6) To take accurate information and record on the HA Wisdom Wellbeing database

7) To effectively identify and manage risk in accordance with HA Wisdom Wellbeing’s “Risk Guidance Policy”

8) To act as online CBT mentor

9) Structured caseload supporting clients using a solution focused approach after 3-6 months

10) To undertake training provided by HA Wisdom Wellbeing and to utilise appropriate skills within calls, i.e. working with trauma, working with suicide, clinical assessment, safeguarding etc

11) Work to and exceed individual and team goals as per the quality framework

12) Personally ensure all call backs and queues are efficiently managed and ensure individual actions do not impact upon the availability of the service

13) Effectively manage personal inbox and ensure zero inbox policy, responding to all client emails and queries within agreed service level agreement

14) Aim to complete any outbound calls within agreed service level agreements 15. Demonstrate the ability to always provide excellent customer service

1) Minimum diploma level 4 in Counselling & minimum of 150 counselling hours

2) 12 months post qualification experience

3) To be a registered member of the BACP or equivalent

4) High level of computer literacy including telephony and CRM systems

5) Be able to work towards deadlines and demonstrate the ability to multitask

6) Great communication and customer service skills

7) Relevant experience of working with safeguarding concerns and suicidal ideation

1) 25 days’ holiday, plus bank holidays

2) Day off on your birthday

3) Cash plan for you (and your children, if any)

4) Holidays increase after 2-and 5- years’ service

5) Contractual sick pay

6) Private medical insurance after 5 years' service

7) Pension Plan and Life Insurance

8) Pension plan contributions increase after 5- and 7-years’ service

9) Holiday season bonus after 3 years’ service

10) Profit share scheme

11) Season ticket loan scheme

12) Cycle to work scheme

13) Access to Employee Assistance Programme

14) Company incentives, access to discount schemes

15) Social sessions on the last Friday of the month with free food and drink - we call this Fab Friday!

16) Free 24/7 onsite gym

This is a fantastic place to work if you enjoy a challenge and have genuine enthusiasm for overcoming obstacles and learning. The environment is fast-paced and busy, so we look for colleagues who have a positive and focused attitude. Through training and development, we make sure that everyone who works here has the resources they need to build their careers. So, if you are ambitious, focused and a confident communicator you'll soon discover that there are unlimited opportunities for you at HA | Wisdom Wellbeing.