EAP Helpline Counsellor - Night
Employer: PAM Group
Location: Homebased/Remote
Working hours: Saturday & Sunday 19:30pm to 06:00am (flex required to support business needs.)
x10.5 hours per day - x21 hours per week
Salary: £20,800 including night shift allowance
Closing date: 26-02-2026
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We provide a 24/7 confidential mental health and wellbeing support service to our client’s employees nationwide. Individuals can call our helpline to speak to a qualified counsellor about issues such as depression, anxiety, stress, debt advice and family issues. You will work from home on the EAP helpline answering inbound calls and live chats to support employees and managers, providing support, psychoeducation and signposting to external agencies were appropriate. Working as part of this team you will provide confidential support to our callers.
Working hours:
Saturday & Sunday 19:30pm to 06:00am (flex required to support business needs.)
x10.5 hours per day - x21 hours per week
Key Accountabilities and Responsibilities
Understand the principles of workplace counselling and a solution focused approach
Provide in the moment support calls to individuals calling the helpline, signposting to appropriate external agencies
Conduct telephone clinical assessments including referral for ongoing psychological and counselling support
Work to and exceed individual goals, for example, an individual goal is to support a minimum of 20 people through the helpline on a daily basis (20 calls per day)
Work to and exceed team goals, for example making a call back within 2 hours to provide the best and efficient support to that individual in need
Be confident in administering Psychometric Tools
Provide psychoeducation to callers to better understand their feelings and empower self-help
Manage high risk calls in accordance to PAM Wellbeing’s risk policy, be confident with supporting callers with trauma and those who are at risk
Deliver in the moment support and arrange follow up calls were appropriate
Provide assistance and information to managers/HR when calling the helpline
Update all information accurately on the system
Provide support through email or web function
Assist EAP Team with other administrative duties including referral work
Due to the demand of mental health services the ability to work under pressure is key, with the support of your peers and the clinical management team
Responding to general service enquiries via email, assisting EAP team and peers with other duties including referral work when opportunity arises
Responding to individuals and/or referrals received into EAP email inbox and actioning to call back as required
Flexible working approach required in supporting the needs of a 24 / 7 / 365 day per year service to meet the needs of our callers and organisations as outlined above
Work on additional projects to support the department
NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. Other duties may be assigned.
Skills, Experience and Qualifications
Post Graduate Diploma in Counselling and/or Psychotherapy
BACP Registered member and/or other governing body, ideally working towards accreditation
Telephone support experience
A qualification in CBT would be advantageous but not essential
EAP Experience desirable but not essential
Computer literate is essential, with the ability to work with different systems
Our Values & Benefits
We pay your auto-enrolment pension contribution of 8%, you can also make enhanced contributions which are matched up to a further 5%
33 days annual leave including bank holidays with the option to buy or sell up to 5 days (FTE)
Life insurance scheme valued at 4x your annual salary
Income protection
Health Cash Plan Scheme, which covers you for things like Opticians, Dental Treatment and even Physio if needed!
Perkbox membership with amazing discounts on things like food and drink, retail and days out, all through our rewards scheme
Long service rewards
Flexible Working Hours
Access to a 24/7 EAP Counselling line and a 24/7 GP line and wellness support
Support with training and development
Group Income Protection
PAM group are committed to creating an inclusive and diverse workplace where everyone is valued and respected. We welcome applications from people of all backgrounds, including but not limited to race, ethnicity, gender expression, age, disability, sexual orientation, religion and socioeconomic status. We believe everyone should have the same opportunities for employment and promotion based on their ability, qualifications and suitability for the work.
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