Benefits include Continuing Professional Development, Strong Progression and More!
HCRG Staffing are thrilled to be working with a new client based in the Manchester area, who is searching for permanent Counsellors for their service after a wave of promotions.
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 may also include allocated time for structured video counselling – this time can be counted towards BACP accreditation.
Responsibilities include (but are not limited to):
* To provide an efficient and effective telephone counselling service to all callers
* To answer all calls and clinically assess service users to determine the most appropriate type of support required; demonstrating a thorough understanding of the client’s products e.g. counselling support, legal advice, medical helpline, etc
* Directing service users to the appropriate person and managing expectations at all times. i.e. Legal Department
* To demonstrate an ability to work with a variety of individuals and presenting issues, including those who are distressed and/or at risk
* Understand and embrace a “Solution Focused Philosophy” in order to help a service user achieve an outcome in the shortest space of time possible
* To take accurate information and record on the client database
* To effectively identify and manage risk in accordance with the client’s “Risk Guidance Policy”
* To act as online CBT mentor
* To undertake training provided and to utilise appropriate skills within calls, i.e. working with trauma, working with suicide, clinical assessment, safeguarding etc
* Work to and exceed individual and team goals as per the quality framework
* Personally ensure all call backs and queues are efficiently managed and ensure individual actions do not impact upon the availability of the service
* Effectively manage personal inbox and ensure zero inbox policy, responding to all client emails and queries within agreed service level agreement
* Aim to complete any outbound calls within agreed service level agreements
* Demonstrate the ability to always provide excellent customer service
There are a number of shift patterns on offer including days, nights and weekends- simply call and we can work out the best option for you!
More information is available and a full job description can be provided; simply contact Craig Johnson via email, call or apply below today!
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* Yes, I am currently eligible to work (work permit/visa/citizenship) in the country to which I am applying.
* No, I am not currently eligible to work (work permit/visa/citizenship) in the country to which I am applying.
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