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.
Working Pattern: 4 days/shifts Monday–Friday between 8am–8.30pm, plus 1 in 4 Saturdays
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.
This is an exciting opportunity for a BACP/UKCP‑registered counsellor to join our team of multi‑skilled Telephone Counsellors at CiC.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
This role is subject to CIC obtaining:
At CiC Wellbeing, we’ve shaped our benefits around what matters most to our people. You’ll enjoy:
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.
Ingeus is all about people. We deliver services that make a positive, lasting difference to people's lives, including employment and health programmes, services for young people, training and skills support, and probation services. In 2019, Ingeus became part of the APM Group, the international human services provider, where we join our shared mission to enable better lives.
