Wellbeing Counsellor
- Hinckley, Leicestershire
- £30,000-34,000 per year
- Permanent
- Part-time
- 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