Position Description

Requisition Number 20122
City Glasgow
Country United Kingdom
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Build a meaningful career

At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives.  The extraordinary expertise of a more than 6,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

Specialised Support Telephone Counsellor
Employee Support Solutions
Glasgow office or Remote option - United Kingdom Wide.
Permanent, Full Time


LifeWorks supports the total health and well-being of over 35 million lives worldwide with our clinical expertise, global presence and digital well-being platform, LifeWorks. We empower healthier, happier, and more productive employees by combining our award-winning Employee Assistance Program with proactive wellness solutions in a digital ecosystem that helps them prevent and manage issues and concerns about family, health, life, money, and work. 

As a Global Employee Engagement Platform serving tens of thousands of companies and millions of employees worldwide, LifeWorks uses innovative technology and mobile-first user experience to deliver a Total Wellbeing Solution that people and companies - such as Aviva, Burberry, Walgreens, Expedia, Intel and Nestlé Canada - love to use. LifeWorks employees have access to the same high-quality well-being support and resources provided to our customers. We pride ourselves on providing a work environment that inspires innovation, connection and collaboration while also supporting your growth and development both personally and professionally. We value difference-makers, and individuals and teams who bring high energy, passion, and a relentless commitment to excellence to their roles.


The Telecounsellor provides assessments and short-term counselling services directly with clients in a telephonic environment.  Counselling is provided within a 50 minute session and documentation takes place during the balance of the counselling hour (as per policy which may be changed from time to time).   This postion allows you to work remotely from home anywhere in the UK.


  • Provide assessments and short-term counselling services using a brief solution focused model.
  • Consult with other counsellors and supervisors as appropriate.
  • Refer clients to appropriate internal and external resources as required.
  • Meet sessional, containment, and other targets as defined by the Clinical Manager CAC
  • Attend continuous learning sessions, training and case consultations on a regular basis.
  • Provide telephone consultations related to crisis or assessed urgent situations when required. 
  • Provide clear concise information to clients regarding the EAP Service.
  • Use of computer systems, when required, for booking client appointments, retrieving relevant organizational information and communicating with internal customers.
  • Complete detailed case notes for all clients and submission of files as per clinical policy.
  • Must keep up to date on relevant regulatory and legislative developments.
  • Participate in ongoing supervision with the Clinical Manager.
  • Participate in regular team meetings including professional development opportunities, both internal and externally as appropriate.
  • Other duties as assigned.

Succeeding as a Telecounsellor will require the following core qualifications, experience and skills:

  • Completed a minimum of a Post Graduate Diploma in Counselling with 3 years post graduate experience.
  • Registered membership with a professional association e.g. BACP or equivalent
  • Previous assessment, Crisis Intervention, and short term counselling experience
  • Training/experience in brief solution focused counselling through volunteer, academic or work experience is an asset
  • EAP and prior telephone counselling experience are assets.
  • Excellent case management skills and familiarity with community resources
  • Strong risk assessment skills with regards to Child Welfare/Safety concerns, Suicide/Self-Harm, Substance Abuse etc.
  • Good clinical judgement and understanding of your responsibilities regarding confidentiality
  • Excellent communication, problem solving, collaboration, cultural competency, interpersonal, self-care, time management and organizational skills.
  • Strong empathy and listening skills
  • Strong work ethic and professionalism
  • Computer literacy (MS Word, Excel, Outlook, Internet Explorer, case management software)
  • Ability to adapt to both the ever changing client and organizational needs
  • Ability to work in a fast-paced environment and to multi-task when needed
  • Flexibility to work various shifts, weekends, evenings etc. as per business needs

Advantages to joining our team:

• You will receive a permanent position with a competitive benefits package, including 24 days paid annual leave per year which increases to 29 days with your length of service.  You will also have 2 extra floating days to use per year, as well as 8 bank holidays.

• Pension plan to help you reach your retirement goals.

• Private health and dental care plan that fits your individual and/or family needs.

• Access to a (third party) confidential, 24/7 EAP helpline.

• Access to the LifeWorks app which includes hundreds of perks including cashback offers and discounted gift cards on your favourite brands, discounted cinema tickets and more.

• Employee referral program – refer a talented colleague/friend/family member to work with us and you could earn a referral bonus if they are hired.

• Ability to work from home permanently, anywhere in the UK (we’ll provide your IT equipment) or work from our Glasgow office when open.
• You will receive a robust training program that prepares you for your role.
• As a company that promotes and invests in its people's professional and personal development, you will benefit from internal growth opportunities.
• You will work in an environment that supports diversity and inclusion and values employee engagement, innovation, and client service excellence.  


Job Grade: MS3

About LifeWorks

LifeWorks is a global leader in delivering technology-enabled solutions that help clients support the total wellbeing of their people and build organizational resiliency.

By improving lives, we improve business. Our solutions span employee and family assistance, health and wellness, recognition, pension and benefits administration, retirement and financial consulting, actuarial and investment services.

LifeWorks employs over 6,000 employees who work with some 24,000 client organizations that use our services in more than 160 countries.

LifeWorks is a publicly traded company on the Toronto Stock Exchange (TSX: LWRK).

For more information, visit lifeworks.com

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