Telephone Counsellor
The Portfolio Group
Dublin
Salary
£38,000 to £41,000
Contract
Not specified
Hours
Not specified
Closing date
10 September 2026
10 days left
In plain English
What this job actually involves
You'll work as a Telephone Counsellor in Dublin, providing emotional support and guidance to people on a 24/7 helpline. You'll talk to callers, assess their needs, and direct them to the right support. This role suits someone who's good with people, can work well under pressure, and is passionate about helping others.
What you'll need
- You need a diploma in Counselling (level 4 or higher) and at least 150 hours of counselling experience.
- You should be a registered member of the BACP or equivalent.
- You'll need to be comfortable working with people who are distressed or at risk.
- You'll need to be able to work well with technology, including telephony and CRM systems.
- You'll need to be able to multitask and work to deadlines.
How to boost your chances
- Consider taking a course in Solution Focused Philosophy to help you develop your skills in this area.
- Make sure you're familiar with the IACP code of ethics and the company's Risk Guidance Policy.
- Practice your active listening skills to ensure you can provide excellent customer service.
- Think about how you can manage your workload and prioritize tasks to meet deadlines.
- Research the company's products and services to understand how you can direct callers to the right support.
Written by AI to help you understand this advert in plain English. It can get things wrong — always check the original advert before you apply.
Job description
Wellbeing Counsellor, Dublin An exciting opportunity has arisen to join a growing business in a newly formed Counsellor role. This business is a leading EAP and OH provider, who is looking for a good communicator, resilient and driven individual to join them onsite five days a week in vibrant office in the City of Dublin. This is a permanent role that offers 38K-42K pro rata + benefits. They are open to working part time and full time hours. You will provide immediate emotional support and guidance to callers on the 24/7 helpline - completing clinical assessments and signposting appropriately. You will complete risk assessments and work in line with the IACP code of ethics - ensuring the highest level of service and support is provided to callers. The role may also include allocated time for structured video counselling - this time can be counted towards IACP accreditation.
To provide an efficient and effective telephone counselling service to all callersTo answer all calls within 8 seconds and clinically assess service users to determine the most appropriate type of support required; demonstrating a thorough understanding of the companies products e.g. counselling support, legal advice, medical helpline, etcDirecting service users to the appropriate person and managing expectations at all times. i.e. Legal DepartmentTo demonstrate an ability to work with a variety of individuals and presenting issues, including those who are distressed and/or at riskUnderstand and embrace a "Solution Focused Philosophy" in order to help a service user achieve an outcome in the shortest space of time possibleTo take accurate information and record on the companies databaseTo effectively identify and manage risk in accordance with the company's "Risk Guidance Policy"To act as online CBT mentorTo undertake training provided by the company and to utilise appropriate skills within calls, i.e. working with trauma, working with suicide, clinical assessment, safeguarding etcWork to and exceed individual and team goals as per the quality frameworkPersonally ensure all call backs and queues are efficiently managed and ensure individual actions do not impact upon the availability of the serviceEffectively manage personal inbox and ensure zero inbox policy, responding to all client emails and queries within agreed service level agreementAim to complete any outbound calls within agreed service level agreementsDemonstrate the ability to always provide excellent customer service
What You Bring
Minimum diploma level 4 in Counselling & minimum of 150 counselling hours12 months post qualification experienceTo be a registered member of the BACP or equivalentHigh level of computer literacy including telephony and CRM systemsBe able to work towards deadlines and demonstrate the ability to multitaskGreat communication and customer service skillsRelevant experience of working with safeguarding concerns and suicidal ideation You will bring your can-do attitude, resilience, adaptability to a fast pace demanding environment and high level of integrity to lead a successful path in this role. The company offers 25 days holiday + bank holidays, birthday day off, pension plan and life insurance, free onsite gym, paid membership to IACP upon successful completion of probationary period (or equivalent accrediting body), and more.
46888SKR18 INDIRE The Portfolio Group are acting on behalf of our client in recruiting for this position.
How to apply
Applications are handled entirely by the employer on the original advert. We do not collect CVs, supporting statements or application data.
Provenance
Source
Reed
First seen
13 August 2026
Last checked
27 August 2026
Salary, closing date and description are taken from the employer's advert. The original advert always takes precedence.
About the employer
private
This listing was structured from Reed. Vacancy details and the application process remain the responsibility of the original source.
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