Client Care Counsellor – Advice Line

🕒 May 21

🌐 United Kingdom, Ireland – Remote

🇬🇧 United Kingdom – Remote 🇮🇪 Ireland – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🛋️ Counselor

👻 Ghost score 47%

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Spectrum.Life

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

💼 Consulting

🍽️ Food & Beverage

💰 Series A on 2023-02

Healthcare • Consulting • Food & Beverage

Spectrum. Life is a digital health company providing a comprehensive platform for health and wellbeing. They offer services for digital health, mental health, and wellbeing, targeting members, employees, and students through customisable engagement platforms. Spectrum. Life acts as a whole-of-health partner for large organisations in the UK, Ireland, and internationally, focusing on transformative digital health experiences. Their offerings include mental health support through digital platforms and apps, workplace wellness solutions, and health education. The company collaborates with health systems and businesses to deliver accessible and customizable care solutions aimed at engaging, empowering, and transforming individual lives.

📋 Description

• Carry out screening and needs assessments with individuals accessing EAP services • Conduct risk assessments covering suicide and self-harm, child welfare, substance use, and domestic situations • Implement appropriate safety and action plans • Provide immediate telephone crisis counselling and short-term interventions • Identify presenting problems and determine the appropriate service response level • Meet call volume and quality objectives • Serve as the first point of contact via phone, SMS, live chat, and WhatsApp • Operate within EAP service policies, procedures, and guidelines • Maintain accurate and timely clinical records in digital case management systems while managing live client contact • Participate in team and other necessary meetings • Liaise with clinical governance regarding complex, high-risk cases • Collaborate with clinical and non-clinical colleagues to ensure a consistent, high-quality client experience • Support EAP service development by providing feedback on digital tools, system improvements, and client experience

🎯 Requirements

• Fully qualified or accredited Psychotherapist/Counsellor • 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 and ability to work across multiple systems simultaneously • Ability to learn new software quickly and adapt to new platforms • Comfortable working to call volume and quality targets alongside clinical responsibilities • Strong empathy and active listening skills • Flexibility to work shifts including evenings and one fixed weekend day per week • Experience working with a variety of clients and a wide range of clinical presentations • Experience conducting screening assessments and clinical risk assessments • Strong risk assessment skills covering suicide and self-harm, child welfare, and substance use • Good understanding of confidentiality, safeguarding, and professional responsibilities • Strong work ethic and professionalism • Ability to work over the phone and through chat • Strong interpersonal and communication skills • Ability to work from a private, confidential space • Strong and reliable internet connection for fully remote working • Desirable: experience with short-term therapeutic intervention models, particularly CBT • Desirable: experience working within a busy EAP service • Desirable: experience working on phone lines

🏖️ Benefits

• Fully paid 3-week training • Fully remote working from anywhere in the UK or Ireland • 25 days annual leave • Access to Spectrum.Life’s own 24/7 EAP and full wellbeing support platform • Strength-based and inclusive working environment • One hour of individual clinical supervision per month with an in-house supervisor • Training and ongoing support for skill and expertise development • Opportunity to contribute to the development and shaping of a new service • Extensive list of employee perks and benefits