Clinical Team Leader

Location: Remote
Contract type: Permenant
Hours: 35 hours per week, Monday – Friday (7 hours per day)
Salary: £30,000 - £32,000 per year

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About us

At retailTRUST the welfare of everyone involved in retail and the associated industries is our key focus. We offer support through emotional, physical, vocational and financial wellbeing and in particular, for the over 55s in supported living services. 

About the role

We are looking for an experienced BACP or UKCP Registered Counsellor to manage our busy Telephone Counselling team on our wellbeing Helpline.

Reporting to the Wellbeing Helpline Manager you’ll provide a pivotal role in supporting clients contacting our helpline.  Working within an EAP setting, key duties will include the day to day management of the Counselling team, 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 / signposting to other services provided by retailTRUST and / or other specialist agencies or organisations. 

Key tasks include:

  • Day to day management of a team of BACP / UKCP registered Counsellors.
  • Managing rota’s and resource planning for the service.
  • 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?

Skills and experience

  • BACP/UKCP registration or accreditation
  • Previous line management experience
  • 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 retailTRUST we provide flexible working options for all employees and benefits include:

  • 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.
  • The day off to celebrate your birthday.

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

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