Overnight Client Care Counsellor (Remote Role – UK Wide)

  • Contract
  • Glasgow

LifeWorks -

Full job description

TELUS Health and LifeWorks have recently come together to leverage the power of technology and our caring cultures to further progress our shared goal of building a healthier and friendlier future for all. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

As an Overnight Client Care Counsellor, you will provide emotional support to clients via telephone and chat who are facing urgent or crisis situations. This role will require evaluating the needs of our clients, assessing for any immediate risk, performing crisis containment, and signposting to any helpful resources.

This is a part-time role, working 21 hours over 3 nights per week. This is a remote role – you can work from home anywhere in the UK and you will receive a robust program of training to prepare you for the role.

Note: This is an assessment-based role and hours will not count towards accreditation.

Assess client’s needs and provide immediate telephone crisis counselling/interventions to employees and family members of customer organisations.

Identify the presenting problem and determine appropriate service response level as per case response level standards.

Assess client’s risk level and provide appropriate safety and action planning where necessary.

Offer counselling interventions to clients who may only require immediate support in the moment.

Work collaboratively with other clinical and non-clinical teams to ensure a seamless client experience.

Meet key objectives around call volume and quality.

Succeeding in this role will require the following:
Hold a relevant qualification in Counselling (minimum Level 4 in England and a minimum Level 10 in Scotland).

Minimum of 100 accrued counselling hours.

Membership with a professional association such as BACP or equivalent.

Strong computer skills and mastering current software and applications (such as Microsoft Office).

Strong risk assessment skills with regards to Child Welfare/Safety concerns, Suicide/Self-Harm, Substance Abuse etc.

Good clinical judgement and understanding of your responsibilities regarding confidentiality.

Ability to work over the phone and through chat.

Ability to work in a fast-paced environment and to multi-task.

Strong empathy and listening skills.

Flexibility to work shifts, weekends, evenings, holidays etc. as per business needs.

Commit to 21 hours per week, to be worked over 3 nights, Monday through Sunday. Shift timings: 10pm-6am, 10.30pm-6.30am, 11pm-7am.

You will receive a permanent position with benefits package including:

Pension, Private Medical Insurance including Digital GP, Dental Plan, Life Insurance, Group Income Protection.

24 days annual leave and two extra wellbeing days per year, in addition to 8 bank holidays (pro-rata for part time employees).

Access to the LifeWorks app which includes hundreds of perks including cashback offers and discounted gift cards on your favourite brands, discounted cinema tickets and more.

EAP support provided internally in a fully confidential manner to ensure you get the support you need.

Professional Development:
By working at our Care Access Centre, you will have the opportunity to develop a variety of professional skills as well as address constructive, interesting, and rewarding challenges. The diversity of the clients and the problems encountered will allow you to develop your skills rapidly as a clinical practitioner. In addition, you will have the opportunity to share your clinical knowledge with a multidisciplinary team of clinicians from various fields!

Different avenues, depending on opportunities, are also possible in terms of career advancement for those demonstrating excellence in their work, as TELUS Health continues to grow and offer different modalities to support our clients (including tele-counselling, face-to-face, video counselling and Organisational Services roles (Trauma and Management Consultations).





Where permitted by law, company employees must be fully immunized to access a TELUS Health office or customer premises.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to [email protected].

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.

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