Part-time/Permanent – 21 hours per week 
(Mon, Thurs and Fri 9am-5pm) 

Remote working 

£15,000 per annum

From 1832 onwards, the Retail Trust has been caring for and protecting the lives of people working in retail. We believe the health of our colleagues is the foundation they need to flourish in both work and life, creating a more sustainable and successful future for retail.  

We believe in transforming lives for good, so when life gets a little overwhelming, we’re here to help in times of need. We have a range of resources available and our counselling services plays a pivotal role in helping people to change their lives or simply allowing them to explore their thoughts and feelings in more depth so that they can move forward with new coping skills.  

We are looking for an incredible person to join our established wellbeing services team. If you are empathetic and passionate about improving lives, we want to hear from you! 

As an experienced BACP or UKCP registered counsellor, you’ll provide a pivotal role in supporting clients contacting our wellbeing helpline. Working within an EAP setting, key duties will include supporting individuals calling the helpline who may be at risk, using person-centred skills to ensure they are initially assessed and provided appropriate support including onward referral and signposting to other services provided by the Retail Trust and other specialist agencies or organisations.   

Duties includes, but are not limited to: 

  • Answering client calls in a timely manner. 

  • Responding to client’s email, text or interactive chat messages. 

  • Carrying out a telephone assessment of client needs and risk. 

  • Providing advice and one-off counselling single session support and refer to other services as appropriate. 

  • Referring clients to a range of other services and providing support for clients through sign posting and researching further resources. 

  • Ensuring that all client related activities are recorded accurately and appropriately on our systems in a timely manner, as per KPIs and professional standards. 

  • Ensuring that any risk issues are appropriately managed and escalated. 

  • Demonstrating excellent communication with the health and wellbeing team and all other operational staff.  

  • Participating in training and development opportunities provided. 

  • Taking ownership for your CPD and maintaining your professional registration. 

  • Supporting other tasks in relation to developing our service when required. 

  • Working closely with our third-party service providers, clinical managers, relationship managers as well as the wider commercial and clinical world. 

  • As well as contributing to monthly reporting relating to the operational effectiveness of the service, you’ll be expected to ensure that all relevant administrative tasks such as maintaining case notes, client records and case management are also completed.  

Ultimately, you’ll play a pivotal role in developing the service, ensuring delivery of a safe and effective service to support individuals seeking support through the trust.

What will support your success in the Telephone Counsellor role? 

  • BACP/UKCP registration or accreditation.

  • Previous experience working on a similar high-volume telephone counselling service.  

  • Excellent customer service and communication skills. 

  • Recognised Counselling qualification (Advanced Diploma). 

  • Flexibility regarding working hours. 

At the Retail Trust we offer the following employee benefits: 

  • A pension scheme of up to 9% employer contributions. 

  • Life assurance of four times your salary.  

  • A health cash plan, allowing you to claim back on the cost of a number of services such as optical, dental, medical. 

  • Access to a free counselling and support phoneline.  

  • The day off to celebrate your birthday. 

The role is subject to sufficient references and DBS. 

Further information about our support can be found at Your Health and Wellbeing | Retail Trust

To apply for this role, please send your up-to-date CV. 

No recruitment agencies please.

Apply now

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