THE OPPORTUNITY (HYBRID - 60% OF SHIFTS IN THE OFFICE)

This is a once in a career opportunity for an exceptional counselling professional to join a truly Service Led business, the industry leading EAP and OH provider & Sunday Times ‘Best Places to Work’ organisation, 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. Part of the global Peninsula Group, with 14 operating companies and a group turnover of circa £400m, there is substantial financial backing for further expansion, including acquisition and international development. This represents an unparalleled career advancement opportunity for the exceptional individual.

THE ROLE

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.

DAY TO DAY RESPONSIBILITIES

To provide an efficient and effective telephone counselling service to all callers
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
Directing service users to the appropriate person and managing expectations at all times
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 HA Wisdom Wellbeing database
To effectively identify and manage risk in accordance with HA Wisdom Wellbeing’s “Risk Guidance Policy” To act as online CBT mentor
Structured caseload supporting clients using a solution focused approach after 3-6 months
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
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