Job Description

Post:

Counselling Co-ordinator

Grade:

22,900 -24,000

Hours:

28hours per week (shifts operate between 9am until 9pm Monday - Thursday)

Reporting to

: Counselling Appointments Manager

Job Purpose:

The purpose of the job is to provide empathetic support to clients seeking counselling services from initial enquiry to booking and completion of sessions.

As a counselling co-ordinator, you are often the first point of contact for clients seeking support for problems including anxiety, stress, loneliness, communication issues, emotional management, mental health and any other concerns impacting on a caller's wellbeing. You will listen to clients without judgement, provide information on our services, signpost appropriately, record client details, manage waiting lists, book appointments, take payments, provide technical support to clients and counsellors accessing online sessions.

Our team operate from our Glasgow Head Office, there may be flexibility to accommodate

some

home working.

Key Duties & Responsibilities

National Appointments

Use a warm and professional tone to respond to all requests and enquiries whether via phone, email/web or face to face Deliver accurate verbal, written and text format information in a sensitive, timely & professional manner Ensure all established processes and procedures are used effectively to handle enquires appropriately Maintain client confidentiality and manage all client data in accordance with the Data Protection Act 1998 and General Data Protection Regulations (GDPR) Effectively negotiate and reach agreement with clients on Appointment charges in a sensitive and appropriate manner Effectively manage waiting lists to minimise client waiting times and maximise counselling hours Maintain accurate electronic systems using a wide range of software packages Support counsellors? Clients trying to access sessions?

Organisational

Adhere to The Spark's organisational policies and procedures Flexibility is a must, working patterns will include evening working and public holidays Working hours will be carried out from our National Office in Glasgow/home Maintain a flexibility of job function in response to the evolving demands of the organisation and undertake other duties as may be required Aim to build and maintain positive, healthy working relationships within the team.

Person Specification

Essential

Desirable

Education/Training

Educated to Higher level (or extensive equivalent experience) COSCA Counselling Skills Certificate

Experience

Experience in a customer care role Experience of working in a telephone based service Experience in an administrative role Experience of using client payment processes

Knowledge

Knowledge of data protection and confidentiality principles Knowledge and understanding of 3rd sector

Skills & Abilities

Fully conversant with IT packages including MS Office Excellent listening skills Strong communication skills, both written and verbal Effective decision making and negotiating skills Organisational skills Proactive, motivated, and open to changing organisational priorities High level of accuracy Excellent multi-tasking skills

Personal Attributes & Other Requirements

Expresses warmth, empathy and understanding to a broad range of clients experiencing difficult, distressing circumstances Is non-judgemental and adheres to principles of confidentiality and data protection Is flexible, adaptable and responds positively to change Self-motivated, takes personal accountability and demonstrates initiative
Job Types: Part-time, Permanent

Pay: 22,900.00-24,000.00 per year

Expected hours: 28 per week

Benefits:

Casual dress Company events Financial planning services Free flu jabs Health & wellbeing programme Sick pay Transport links Work from home
Work Location: Hybrid remote in Glasgow G2 6DH