EAP Telephone Counsellor

CiC has been delivering Employee Assistance Programmes (EAP) and psychological services to organisations worldwide for almost 40 years. During this time, we have built a strong reputation for the quality and impact of our clinical interventions.

Originally founded out of the Westminster Pastoral Foundation, a charity providing low‑cost counselling to individuals in need, CiC has always been rooted in clinical expertise and accessibility. We were also the first organisation to be audited by the EAP professional body (EAPA), and we continue to maintain an active presence on its board.

Since its inception, CiC has grown significantly and now offers a comprehensive range of holistic wellbeing and psychological services across the globe. We support a wide variety of organisations in proactively enhancing the wellbeing of their employees.

As one of the pioneers of EAPs, we have learned what truly makes a difference in employee wellbeing. Central to this is the quality of the service we provide. We believe that an Employee Assistance Programme must be trusted, valued, and relied upon by those who use it. For this reason, we prioritise exceptional service at every stage, from matching individuals with the right support to ensuring the clinical quality of our advice.

Our EAP service is clinically delivered from end to end. We continuously develop and refine it through data analysis and feedback to ensure individuals receive the support they need and experience meaningful improvements in their health and wellbeing. We also invest intentionally in recruiting a diverse and highly experienced team of staff and counsellors, enabling us to provide consistent quality and access to specialist therapeutic expertise.

Role overview

The EAP Telephone Counsellor provides timely, confidential and clinically informed support to clients contacting CiC’s support line. Working in a busy telephone based service, you will manage back to back calls while ensuring each client receives attentive, compassionate support. The role involves carrying out an initial call to understand presenting needs and risk, delivering effective in the moment therapeutic support, maintaining accurate clinical records, and guiding clients towards the most appropriate pathway. Working as part of a multidisciplinary, shift-based team, the postholder will support the delivery of a safe, responsive and high-quality clinical service, while maintaining professional registration, clinical standards and ongoing professional development.

Duties

This is an exciting opportunity for a BACP/UKCP‑registered counsellor to join our team of multi‑skilled Telephone Counsellors at CiC.

Responding to Support Line Calls

The primary role of the EAP Telephone Counsellors is to answer calls from clients within our customer organisations, understanding their needs, and determine the most appropriate next steps. This may involve referring them to counselling, or signposting them to other services such as legal, financial, or wellbeing support.

Answering Calls

A key aspect of the role is responding to calls promptly, conducting high‑quality clinical assessments, offering effective in the moment support, and guiding clients towards the most appropriate onward journey. During the initial call, you will assess the client’s needs and determine the best direction of support. This requires Telephone Counsellors to remain available and ready to take calls consistently throughout their shift.

Providing In the Moment Support

Where a client’s needs can be addressed within the call, the Telephone Counsellor will provide immediate therapeutic support, helping the caller identify strategies and solutions to manage their current situation.

Referring to Additional Support

Where appropriate, the counsellor should draw on a strong understanding of our wider service offering and refer clients to the most suitable internal or external support.

Managing High Risk Situations

Counsellors will at times receive calls from vulnerable or high risk clients. The Telephone Counsellor must be confident in managing risk and escalate concerns in line with clinical risk protocols and organisational guidelines.

Creating and Updating Client Records

Accurate clinical notes must be maintained for every call. Counsellors will record these details within our case management system during and immediately after each interaction.

Delivering Structured Counselling

There may also be opportunities to deliver in‑house counselling sessions. These may be provided within a Solution‑Focused Brief Therapy (SFBT) framework, or, depending on qualifications, through more complex trauma‑focused interventions such as EMDR or TFCBT.

Supporting the Team

The EAP Telephone Counsellors operate across various shift patterns throughout the week. Effective communication and smooth handovers between counsellors are essential to ensure continuity and high‑quality service delivery.

Professional Development

We invest heavily in the development of our people. All Counsellors are expected to actively engage in training and development opportunities, maintain their CPD, and uphold the standards required for their professional registration.

Additional Duties

Counsellors with specialisms such as coaching, training, or critical incident response may be asked to utilise these skills as needed, including participating in case consultations with our external affiliate clinicians.

During periods of lower call demand, counsellors will also contribute to service development tasks and other operational needs.

Living Our Values and Creating Positivity

Telephone Counsellors will demonstrate the CiC values in their everyday work by taking pride in the support they provide, doing the right thing, believing in everyone, showing care and respect, and taking ownership of their responsibilities. They will contribute to a positive, inclusive, and supportive team culture through effective communication, constructive collaboration, and respectful working relationships, helping colleagues and clients feel valued and supported.

Essential:

• Recognised Counselling qualification
• BACP/UKCP registration
• Experience of counselling different sectors of clients in society
• Excellent verbal and written communication skills with the ability to adapt to clients with varying needs.
• Excellent IT and administration skills, particularly MS Office and case management systems.
• Resilience and flexibility with the ability to work shift patterns
• Access to a quiet and confidential workspace as well as a stable broadband connection.

Desirable:

• 250 post-qualification clinical hours.
• Experience of working with a Solution Focused Brief Therapy approach.
• Previous experience working on a similar telephone counselling service.
• Previous experience working for an EAP.

Requirements

This role is subject to CIC obtaining:

• Proof of BACP/UKCP registration
• Satisfactory references, covering the last 3 years of employment including gaps
• Satisfactory Enhanced Disclosure Certificate from Disclosure Scotland/the Disclosure and Barring Service in England and Wales;
• Proof that you are legally entitled to reside and work in the UK

At CiC Wellbeing, we’ve shaped our benefits around what matters most to our people. You’ll enjoy:

• 25 days annual leave + bank holidays (with the option to purchase additional leave)
• Access to our 24/7 EAP, including up to 6 counselling sessions
• Private Medical Insurance and Life Assurance
• Two paid volunteering days per year for community giving
• Eyecare vouchers and assistance towards glasses
• Cycle to Work scheme
• Season Ticket Loan
• Access to Salary Finance for financial education and guidance
• Optional extras including Critical Illness Cover and Dental Insurance

Why Join CiC Wellbeing?

At CiC, you’ll be part of a dynamic, innovative, and supportive environment where your ideas genuinely matter. We empower our teams with the autonomy to shape services, contribute to growth, and drive excellence in workplace well‑being.

If you’re dedicated, flexible, enthusiastic, and motivated by meaningful work, we’d love for you to join our mission in creating healthier, happier, and more productive workplaces across the globe.

What It’s Like to Work Here – From Our Team.

“Everyday, I have the privilege of supporting employees through challenging and often deeply personal experiences helping them navigate stress uncertainty and change. Supporting Employees through challenging times requires resilience empathy and professionalism. CIC provides the strong clinical foundation and supportive environment needed to do this work effectively.” Clare, EAP Telephone Counsellor.

“I’ve been working for CiC for just under 2 years and the ongoing support by colleagues and management has exceeded my expectations. This makes it very easy to reach out for support and ask questions. Support is always available from caring/empathic colleagues It’s a great team to be a part of.” Louise, EAP Telephone Counsellor

“Working at CIC, the biggest plus I've noticed is the support received, both from management and colleagues. The work is fulfilling and we're able to help a lot of people from a variety of different needs and backgrounds, and I feel I get to use my counselling skills to directly help so many.” PJ, EAP Telephone Counsellor.