Client Care Counsellor – Advice Line

About us: Spectrum.Life is a whole-of-health digital partner that guides organisations and their people to thrive, delivering clinically backed digital health, mental health and wellbeing solutions.

Our HealthTech delivers digital transformation for Insurers, Educators and Employers through Co-creation or seamlessly integrated out-of-the-box solutions, that decrease digital fragmentation and engage, empower, and transform their people’s lives.

Established in 2018 by Stuart McGoldrick and Stephen Costello, Spectrum.Life provides services internationally to over 7.2m insurance members, 3,000 corporate clients, 60 universities and 650,000 university students. Spectrum.Life currently employs over 450 people.

Our vision is to change and save as many lives as possible. Role Brief: 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, and signposting to any helpful resources.

Schedule: After 3 weeks of fully paid training, delivered fully remote from Monday to Friday 9am to 5pm, the set schedule will be either 3 × 10-hour shifts or 4 × 10-hour shifts, with 1 weekend day worked (either Saturday or Sunday) as a fixed part of the schedule. 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 term models of therapeutic intervention, particularly CBT
• Experience working within a busy EAP service
• Experience working on phone lines

What are the benefits of working at SPECTRUM.LIFE?

• Competitive salary (Dependent on experience)
• Fully remote — work 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 — 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
• The chance to contribute to the development and shaping of a new and exciting service
• Extensive list of employee perks and benefits: https://app.box.com/s/6wwkvowbev6cn7tlvq9yz32amnpmnvcl