Telephone Counsellor

The Portfolio Group
IE - City of Dublin - Dublin
January 21, 2025
Social Care

Telephone Counsellor, Dublin

An exciting opportunity has arisen to join a growing business in a newly formed Telephone Counsellor role. This business is a leading EAP and OH provider, who is looking for a good communicator, resilient and driven individual to join them onsite five days a week in vibrant office in the City of Dublin. This is a permanent role that offers €35K-€40K + benefits.

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.

Key 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 companies 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 companies database
To effectively identify and manage risk in accordance with the company's "Risk Guidance Policy"
To act as online CBT mentor
To undertake training provided by the company 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

What You Bring

Minimum diploma level 4 in Counselling & minimum of 150 counselling hours
12 months post qualification experience
To be a registered member of the BACP or equivalent
High level of computer literacy including telephony and CRM systems
Be able to work towards deadlines and demonstrate the ability to multitask
Great communication and customer service skills
Relevant experience of working with safeguarding concerns and suicidal ideationYou will bring your can-do attitude, resilience, adaptability to a fast pace demanding environment and high level of integrity to lead a successful path in this role. The company offers 25 days holiday + bank holidays, birthday day off, pension plan and life insurance, free onsite gym, paid membership to BACP upon successful completion of probationary period (or equivalent accrediting body), and more.

Assessment Date: Mid February 2025

Start Date: April 2025.

46888SKR2

INDIRE

Read the full job description and apply online on the recuiter's web-site

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