Telephone Counsellor

An exciting opportunity has arisen to join a growing business in a newly formed 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 €38K-€42K pro rata + benefits. They are open to working part time and full time hours.

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 IACP 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 IACP accreditation.

• 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

• 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 ideation

You 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 IACP upon successful completion of probationary period (or equivalent accrediting body), and more.