Job Type: Permanent
Job Industry: Business Services
Contact Name: Lara Salmons
Job Location: Greater-manchester
Job Title: Digital Support Counsellor
Job Salary: Competitive Salary
Job Start Date:
The role requires high levels of professional standards whilst working in a digital environment, adhering to the company’s core values and achieving daily goals. The counsellor will provide one off emotional support to individuals, conduct clinical assessments and sign post to specialised support services. The counsellor will support people to use the online health and wellbeing tools, including the company’s online wellbeing platform
Providing emotional support and guidance via digital mediums to Health Assured clients. Assisting with any general administration tasks and ensuring that you and fellow colleagues are providing appropriate emotional support, adhering to the BACP code of ethics
Day to day responsibilities
1 To provide an efficient and effective digital counselling service to all service users.
2 To effectively answer queries and triage to determine the most appropriate type of support required, i.e. advice, counselling etc.
3 To demonstrate an ability to work with a variety of individuals and presenting issues, including those who are distressed.
4 To take accurate information and record on the Health Assured data base.
5 Demonstrate a thorough understanding of the Health Assured products available to a service user and understand what support is most appropriate for the individual’s needs. i.e., Debt, Legal, Critical Illness etc.
6 Directing service users to the appropriate person and managing expectations at all times. i.e. Legal Department.
7 Respond to all web enquiries and tailor responses to meet individual requirements.
8 Provide “In the moment support” to service users via the live agent function.
9 To maintain a caseload of online CBT clients
10 Conduct full and robust clinical assessments in accordance to Health Assured’s policy.
11 Effectively identify and manage risk in accordance with Health Assured’s “Risk Policy”.
12 To undertake training provided by Health Assured and to utilise appropriate skills within interactions, i.e. working with trauma, working with suicide, clinical assessment, safe guarding etc.
13 Understand and embrace a “Solution Focused Philosophy” in order to help a service user achieve an outcome in the shortest space of time possible.
14 Work to and exceed individual and team goals. For example, an individual goal is to achieve a minimum of 25 interactions per day.
15 Personally ensure all interactions and queues are efficiently managed and ensure individual actions do not impact upon the availability of the service.
16 To assist with inbound and outbound calls on the helpline when deemed necessary
17 Demonstrate an ability to comply with clinical governance and management instruction set by Health Assured to ensure the most effective and clinically appropriate service is provided at all times.
18 Demonstrate the ability to provide excellent customer service at all time.
Essential skills and Competencies
1 Minimum diploma level 4 in Counselling & minimum of 150 counselling hours
2 To be a member of the BACP
3 Relevant telephone experience
4 High level of computer literacy (MS Office, Word, Excel and PowerPoint) with outstanding written communication, motivational and engagement skills.
5 High level of organisational ability; ability to work to tight deadlines and targets
DESIRABLE skills and Competencies
1 Accredited with the BACP or eligible for the accreditation process
2 EAP experience
3 Good communication and customer service skills
4 Experience of providing counselling through digital forms
This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the on-going needs of the organisation
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 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 you’ll soon discover that there are unlimited opportunities