Call Center Counsellor

JOB TITLE: CALL CENTRE COUNSELLOR REPORTS TO: THEMATIC LEAD, PSYCHOLOGIST DEPARTMENT: PROGRAMMES AND OPERATIONS ROLE RISK ASSESSMENT LOW RISK LOCATION: NATIONAL COORDINATION OFFICE, NCO, ABUJA
JOB TITLE:                  CALL CENTRE COUNSELLOR
REPORTS TO:              THEMATIC LEAD, PSYCHOLOGIST
DEPARTMENT:            PROGRAMMES AND OPERATIONS
ROLE RISK ASSESSMENT        LOW RISK
LOCATION:                   NATIONAL COORDINATION OFFICE, NCO, ABUJA
TYPECONTRACT
DATE7/1/25

Job Summary:

As a Call Centre Counsellor at our TLMN Wellness Centre, you will provide empathetic and confidential support to clients seeking guidance on mental, emotional, and physical health concerns. You will assist clients in understanding and accessing our wellness services and provide initial counselling support, resources, and referrals to appropriate services.

Key Responsibilities:

Client Support:

  • Respond to incoming calls from clients seeking assistance regarding mental health, stress management, and other wellness-related concerns.
  • Provide active listening, empathy, and initial counselling for clients, offering emotional support and practical advice when needed.
  • Assess client needs and provide appropriate recommendations or connect clients with relevant services offered by the wellness centre.

Information and Referrals:

  • Guide clients through available wellness programs, such as stress management workshops, therapy sessions, and lifestyle programs.
  • Offer referrals to in-house wellness experts, therapists, or external resources, when required.
  • Ensure that the client’s concerns are accurately documented and shared with the appropriate team members for follow-up, if necessary.

 Confidentiality and Ethical Practices:

  • Maintain the confidentiality of client information and adhere to ethical guidelines when interacting with clients.
  • Follow all relevant protocols and policies to protect the privacy and well-being of the clients.

Administrative Tasks:

  • Record and maintain detailed client interactions in the customer management system.
  • Schedule appointments for clients, coordinate with other team members as needed, and ensure timely follow-up.
  • Manage call logs, and provide reports to supervisors as required.

Crisis Management:

  • Identify when a client may be in crisis and follow the appropriate emergency procedures.
  • Offer immediate support in distressing situations and escalate to a senior counselor or emergency services as necessary.

Collaboration:

  • Work closely with wellness coaches, therapists, and healthcare professionals to coordinate care plans and provide holistic support to clients.
  • Participate in team meetings, contributing feedback and insights to enhance the wellness programs and client experience.

Continuous Learning and Development:

  • Stay updated on the latest wellness trends, mental health research, and available resources to improve service offerings.
  • Engage in ongoing training and development opportunities to enhance personal skills in communication, counselling, and wellness support.

Personal Specification:

Qualifications and Skills:

CriteriaEssentialDesirable
Qualification Bachelor’s degree in Psychology, Social Work, Counselling, or related fieldAt least 2 years of experience in a counsellingPrevious experience in a call centre environment, customer service, or wellness counselling is preferred.
Knowledge Strong communication and active listening skills.Ability to manage difficult conversations and de-escalate high-stress situations.Empathy, patience, and understanding of mental health and wellness.Ability to work effectively in a team and independently.Proficiency with call management software and basic office tools.Working Knowledge of Yoruba is an added advantage
Personal QualitiesCommitted Christian with good Christian testimony.Ability to take initiative.Honest and dedicated.Problem solver.S/He must be FlexibleFriendly and having the ability to lead being able to inspire the same in others.

How to Apply

Interested and qualified candidates should submit their “Cover Letter and CV in a single file, saved with your name and job title” in Word format to: tlmnigeriarecruitment@gmail.com

Application Closing Date:

Wednesday, January 29th, 2025.

DISCLAIMER

“TLM-Nigeria has a zero-tolerance policy towards any abuse, neglect, and exploitation of all people. Successful candidates are expected to understand, sign and comply with all TLM-Nigeria safeguarding policies, including the TLM-Nigeria Safeguarding Code of Conduct’’