JOIN US AT THE RETAIL TRUST.

As the industry’s charity, our cause is to create, hope and health and happiness for everyone in retail. Yes, that’s right, everyone. That’s more than three million retail colleagues and their families. And you can help to achieve that mission.
We’re on a journey of transformation, building on what our founders developed nearly 200 years ago and are moving at an astronomical pace. We’re looking for individuals who possess high energy and passion, and are all-in, collaborative and forward-thinking. The opportunity for personal and professional growth is momentous.
If you are interested in working for a dynamic organisation that has been voted as one of The Sunday Times Best Places To Work for three years in a row, we want to hear from you!

SKILLS REQUIRED

• BACP, BABCP or UKCP registered / accredited
• Experience of telephone-based support within an EAP setting
• Experience of managing client risk and safeguarding
• Experience of brief therapy, single session therapy and assessments.
• Good written and verbal communication skills
• Ability to motivate and inspire individuals.
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• Understanding of Microsoft Office and CRM

• Able to use Microsoft Teams

The Telephone Counsellor is responsible for providing supportive counselling via the telephone helpline to clients accessing the wellbeing service, assessing their therapeutic needs and level of associated risk. Where appropriate clients will be referred into a range of short-term therapies including online, face to face, video or telephone counselling depending on their suitability and eligibility for the type of support offered.

• To provide a first point of counselling support from clients accessing the wellbeing service, by means of telephone counselling.
• Effectively risk assess all clients at first contact, which are then updated immediately following any changes, ensuring any changes are acted on according to the content.
• Assess the suitability and eligibility of clients for access to short-term counselling.
• To ensure effective and safe handling of suicidal and other at-risk callers by working within established clinical guidelines.
• To identify appropriate support and provide sigh-posting where short-term counselling is contra-indicated.
• To meet relevant Service Level Agreements (SLAs) in handling calls.
• Ensure full implementation and compliance with Retail Trust policies and procedures.
• Ensure accuracy of for reporting and record keeping using relevant CRM systems, ensuring data input is effective and timely.
• Comply with all legal and regulatory requirements such Data Protection and Health & Safety.
• Comply with all relevant clinical protocols and ethical frameworks in relation to all client engagements.
• Identify agreed treatment plans / goals, keeping the client up to date and using these to guide agreed client treatment options.
• Take action to safeguard the health, safety and wellbeing of clients, staff and others.
• Escalate and share issues of concern if a situation is unsafe or presenting a risk. Taking immediate action to address where appropriate.
• Develop constructive professional working relationships with colleagues (internally and externally) and stakeholders