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Telephone Counsellor job in Hinckley at The Portfolio Group

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Telephone Counsellor at The Portfolio Group

Telephone Counsellor

The Portfolio Group Hinckley, Leicestershire, Leicestershire Full Time
£24,000 - £27,000 / year
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Portfolio are proud to be exclusively representing our Client who are a trusted health and wellbeing network who have been making a positive difference in over 13 million lives, in their search to add a Telephone Counsellor to their team. Our client offer 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, to business partners, individual users, employees and their family members.

We are looking for professional, hard-working candidates with strong communication, high levels of computer literacy and high levels of organisational ability with a desire to provide emotional support and guidance and make a difference to people's lives. The successful candidate will be responsible for providing one off emotional support to individuals, conduct clinical assessments and sign post to specialised support services. This is a fantastic opportunity to develop in a professional healthcare environment and to make a difference to many people's lives.

Day to Day Responsibilities:

To provide an efficient and effective telephone counselling service to all callers.
To effectively answer calls and triage to determine the most appropriate type of support required, i.e. advice, counselling etc.
To demonstrate an ability to work with a variety of individuals and presenting issues, including those who are distressed.
To take accurate information and record on the Health Assured data base.
Demonstrate a thorough understanding of the Health Assured products available to a caller and understand what support is most appropriate for the individual's needs. i.e., Debt, Legal, Critical Illness, Talk to a Doctor etc.
Warm transferring callers to the appropriate person and managing expectations at all times. i.e. Legal Department, Talk to a Doctor.
Provide "In the moment support" to callers presenting with support needs.
To arrange follow up and check in calls when deemed appropriate.
Conduct full and robust clinical assessments in accordance to Health Assured's policy.
Effectively identify and manage risk in accordance with Health Assured's "Risk Policy".
To undertake training provided by Health Assured and to utilise appropriate skills within calls, i.e. working with trauma, working with suicide, clinical assessment, safe guarding etc.
Upon mutual agreement to undertake Structured Telephone Counselling cases.
Understand and embrace a "Solution Focused Philosophy" in order to help a caller achieve an outcome in the shortest space of time possible.
Work to and exceed individual and team goals. For example, an individual goal is to achieve a minimum of 25 calls per day.
Personally ensure all call backs and queues are efficiently managed and ensure individual actions do not impact upon the availability of the service.
Demonstrate the ability to work under pressure and to prioritise call lengths to ensure that "call backs" are reduced to an absolute minimum.
Demonstrate an ability to comply with clinical governance and management instruction set by Health Assured to ensure the most effective and clinically appropriate service is provided at all times.
Demonstrate the ability to provide excellent customer service at all time.

In order to be considered for this opportunity it is essential that you have the following:

Minimum diploma level 4 in Counselling & minimum of 150 counselling hours
To be a member of the BACP
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
Accredited with the BACP or eligible for the accreditation process
EAP experience is desirable.

P(phone number removed)BG4


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Job ID: 213550353


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