Telephone counsellor

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, 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!

Permanent £17,860.50 per annum Part‑time, 21 hours per week. Mon, Wed, Thurs Remote working.

The team provides wellbeing services to people working in and retired from the retail industry through a confidential, multi‑channel helpline. Clients are provided with in‑the‑moment counselling support, and are assessed for ongoing counselling needs, whether short‑term or longer‑term, and referred as appropriate by the Counselling team, overseen by the Clinical Team Leaders.

The Telephone Counsellor delivers supportive assessments and single‑session therapy to wellbeing service clients via the telephone helpline, evaluating their therapeutic needs and any associated risks. When appropriate, clients are referred to suitable short‑term therapy options — including online, face‑to‑face, video, or telephone counselling — based on their eligibility and individual needs.

• Provide the first point of therapeutic support for clients accessing the wellbeing service.
• Conduct thorough risk assessments at first contact and update them promptly whenever circumstances change, ensuring all changes are acted upon appropriately.
• Assess clients’ suitability and eligibility for short‑term counselling interventions.
• Manage suicidal or otherwise at‑risk callers safely and effectively, working within established clinical guidelines.
• Identify appropriate support options and signpost clients when short‑term counselling is not indicated.
• Meet required Service Level Agreements (SLAs) for call handling.
• Ensure full adherence to all Retail Trust policies and procedures.
• Maintain accurate and timely reporting and record‑keeping within the relevant CRM systems.
• Comply with all legal and regulatory requirements, including Data Protection and Health & Safety legislation.
• Adhere to all clinical protocols and ethical frameworks in every client interaction.
• Agree treatment plans and goals with clients, keeping them informed and using these to guide therapeutic decisions.
• Safeguard the health, safety, and wellbeing of clients, colleagues, and others.
• Escalate concerns promptly when situations are unsafe or present at risk, taking immediate action where necessary.
• Build and maintain constructive, professional working relationships with internal and external colleagues and stakeholders.

Service Delivery:

• Act as a client champion by understanding and responding to the needs of individuals accessing the wellbeing service.
• Manage an active caseload and remain available to take calls for at least 50% of working hours, including handling high‑risk calls when required, to support the Wellbeing Operations Manager and Clinical Team Leader in promoting and developing the service.
• Ensure all identified Key Performance Indicators (KPIs) are met through accurate reporting and effective delivery of client services.

BACP registered or equivalent. Minimum 3 years post‑qualification experience. Experience providing telephone‑based support within an EAP environment. Demonstrated experience in managing client risk and safeguarding concerns. Experience delivering brief therapy, single‑session therapy, and conducting clinical assessments. Strong written and verbal communication skills. Ability to motivate, support, and inspire individuals. Proficient in Microsoft Office applications and CRM systems. Confident in using Microsoft Teams for communication and collaboration.

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.
• 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.