Role Description

We are looking for a proactive, reliable, and fully qualified or accredited Psychotherapist/Counsellor to help us provide access to professional services while also overseeing other individuals engaging in the service. The role of the EAP Client Care Counsellor is suited to fully accredited Psychotherapists / Counsellors. This role will require:

• Provision of in the moment support
• Evaluation of the client’s needs
• Conducting screening assessments
• Assessing for any immediate risk
• Performing crisis containment
• Signposting to any helpful resources

Schedule

We are strong believers that good quality training is an essential part of people's success in their roles. With this role, we offer 3 weeks of fully paid training, Monday to Friday from 9am to 5pm. After the training, the work schedule would be:

• Overnight on Monday, Friday and Sunday
• Overnight on Wednesday, Thursday and Saturday

Responsibilities

• Carry out screening and needs assessments with individuals accessing EAP services, focusing on strengths as well as difficulties.
• Conduct thorough risk assessments covering suicide and self-harm, child welfare, substance use, and domestic situations — and implement appropriate safety and action plans.
• Provide immediate telephone crisis counselling and short-term interventions to individuals in distress.
• Identify the presenting problem and determine appropriate service response level as per case response level standards.
• Meet key objectives around call volume and quality.
• Be the first point of contact to our clients via phone, SMS, live chat and WhatsApp.
• Operate within all policies, procedures and guidelines of the EAP service.
• Maintain accurate, timely clinical records across our digital case management systems while managing live client contact.
• Participate in team meetings and attend other meetings as deemed necessary.
• Demonstrate excellent customer service skills with strong written and verbal communication skills.
• Liaise with clinical governance around complex, high risk cases.
• Work collaboratively with clinical and non-clinical colleagues to ensure a consistent, high-quality client experience.
• Support the development of the EAP service, including providing feedback on digital tools, system improvements, and client experience.

Requirements

• A recognised qualification in Counselling or Psychotherapy
• Minimum 200 post-qualified accrued counselling hours (supervisor verification may be requested)
• Full registered membership or accreditation with a recognised professional body: BACP, IACP, UKCP, BABCP, ACP, EAPA, COSCA, CORST, NCPS, or APCP — student and individual membership cannot be accepted
• Confident digital literacy: ability to work across multiple systems simultaneously and learn new software quickly, adapting to new platforms as they are introduced
• Comfortable working to call volume and quality targets alongside clinical responsibilities
• Strong empathy and active listening — the ability to build a therapeutic relationship quickly, over the phone
• Flexibility to work shifts including evenings and one fixed weekend day per week
• Experience working with a variety of clients reflecting a wide range of clinical presentations
• Experience conducting screening assessments and clinical risk assessments
• Strong risk assessment skills: suicide and self-harm, child welfare, substance use
• Good understanding of confidentiality, safeguarding, and your professional responsibilities
• Strong work ethic and professionalism
• Ability to work over the phone and through chat
• Strong interpersonal and communication skills
• Confidential working environment: clinicians must be able to work from a private, confidential space to ensure client conversations remain secure and aligned with professional counselling standards
• Strong and reliable internet connection for fully remote working

Desirable

• Experience working with clients using short terms models of therapeutic intervention, particularly CBT
• Experience working within an EAP service
• Experience working on phone lines
• Ability to work therapeutically in a language other than English
• Open to working overnight

Benefits

• Part-time permanent contract
• Competitive salary and benefits package
• 25 days annual leave
• Access to Spectrum.Life’s own 24/7 EAP and full wellbeing support platform — because your wellbeing matters too
• Opportunity to work in a strength based and inclusive way and contribute to a bigger shift in changing societal attitudes towards mental health and wellbeing
• One hour of individual clinical supervision per month with an in-house supervisor
• Opportunities to develop your skills and expertise through training and ongoing support