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 trulyService Ledbusiness, 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 Wellbeings 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 What you bring to the team Minimum level 8 degree in Counselling/Psychotherapy & 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 ideation BENEFITS 25 days holiday, plus bank holidays Day off on your birthday Holidays increase after 2- and 5-years service Cash plan for you (and your children, if any) Contractual sick pay Private medical insurance after 5 years' service Pension Plan and Life Insurance Pension plan contributions increase after 5- and 7-years service Support with re validation and CPD Funding support with training and development Holiday season bonus after 3 years service Profit share scheme Season ticket loan scheme after 6 months and successful completion of probationary period Cycle to work scheme after 6 months and successful completion of probationary period Access to Employee Assistance Programme Social sessions on the last Friday of the month with free food and drink - we call this Fab Friday Company incentives, access to discount schemes Paid membership to BACP upon successful completion of probationary period (or equivalent accrediting body) (*IACP or equivalent Irish governing body to be included) Why Join our Team? This is a fantastic place to work if you enjoy a challenge and have genuine enthusiasm for overcoming obstacles and learning. The office is fast-paced and busy so we look for colleagues who have a positive and focused attitude. Through on the job training and DEVELOPMENT, we make sure that everyone who works here has the resources they need to build their careers. So, if you are ambitious, focused and a confident communicator youll soon discover that there are unlimited opportunities for you at HA WISDOM WELLBEING. Job Type: Permanent Work Location: In person Skills: Counseling iacp