Job Description

Are you looking to work for an organisation with a real purpose - one where there is no limit to fresh ideas and discovering what's next?

Join us at the Retail Trust.

As the industry's charity, our cause is to create, hope and health and happiness for everyone in retail. Yes, that's right, everyone. That's more than three million retail colleagues and their families. And you can help to achieve that mission.



We're on a journey of transformation, building on what our founders developed nearly 200 years ago and are moving at an astronomical pace. We're looking for individuals who possess high energy and passion, and are all-in, collaborative and forward-thinking. The opportunity for personal and professional growth is momentous.



If you are interested in working for a dynamic organisation that has been voted as one of The Sunday Times Best Places To Work for two years in a row, we want to hear from you!

Position:

-------------

29,338.40 per annum

28 hours per week

Working pattern to be agreed

Remote working

We are looking for an experienced counselling team leader with BACP/NCPS/or equivalent accreditation, to support the management of our busy Telephone Counselling team on our wellbeing Helpline.



Reporting to the Head of Wellbeing Services your daily activities will be a pivotal in supporting clients contacting our helpline for counselling, critical incident support and managerial consultations. Working within an EAP setting, key duties will include the day-to-day line management of the Telephone Counselling team for matters including:

+ Case discussions, case reviews, appropriate management of risk cases and reporting Supervision and guidance, ensuring clients are appropriately supported and assessed Correct implementation of clinical policies and procedures Client escalations, answering team queries, creating weekly schedules, running team meetings and regular 1:1s Assisting with the creation of procedures and processes, monitoring data and ensuring compliance relating to the inputting of data entered into CRM.


You will spend time ensuring the team are delivering the highest levels of support to clients contacting the service. In each interaction, you will proactively demonstrate and live the Retail Trust's beliefs and behaviours, both internally and externally.

Requirements:

-----------------

You must hold a recognised counselling qualification at Advanced Diploma level (or equivalent), and current accreditation with the BACP (or equivalent). Previous line management experience. Training and experience of providing telephone counselling, single session therapy and solution-focused brief therapy. Experience of providing EAP services, managing the counselling and case management functions for an EAP provider and Critical Incident expertise. Show excellent knowledge & understanding of all services delivered as part of the Wellbeing service. Empathy and willingness to go the extra mile to offer support. Thinking quickly on your feet and can understand and process complex situations and suggest suitable solutions. A calming and reassuring personality and able to deal with potentially challenging situations. Adapting your service style to cater for the needs of the client. Ensuring absolute client confidentiality including the Trust's commercial activities and internal affairs. Working effectively and efficiently across Retail Trust' completing tasks as appropriate and ensuring good time management. Ability to apply an approachable, helpful and courteous manner towards external and internal clients being reliable, supportive and flexible as the business demands. Able to lead, train and develop colleagues to ensure the highest levels of performance are achieved. Motivating and inspiring your team. Successfully participate in and complete any training provided, acquiring and applying high standards applicable. Able to manage budgets, and ensure appropriate financial controls are applied to protect Retail Trust.

Other information:

----------------------

We look after you by providing you with:



A pension scheme of up to 9% employer contributions. Market-leading wellbeing and perks package which includes: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 and medical.Access to a confidential free counselling and support phoneline.The day off to celebrate your birthday including a 20 voucher to spend.Company-funded annual professional membership fees for BACP / NCPS, as well as costs covered for external monthly supervision.Enhanced family friendly benefits including up to ten days compassionate leave per year, three months full maternity pay, and two weeks full paternity pay.Additional days of leave for wellbeing, volunteering and personal development.


If you are interested in working for a dynamic organisation that transforms lives for good, we want to hear from you.