Receptionist – Counselling Service
Job Purpose
To provide a warm, professional, and confidential front-of-house service to clients, ensuring the smooth day-to-day running of the reception area while supporting counsellors and administrative processes.
Key Responsibilities
- Welcome clients in a friendly, calm, and professional manner.
- Answer telephone calls and respond to email enquiries promptly and courteously.
- Book, amend, and cancel appointments using the practice’s booking system.
- Maintain accurate client records in line with GDPR and confidentiality policies.
- Take payments and issue receipts where required.
- Ensure waiting areas are clean, tidy, welcoming, and stocked with refreshments and information leaflets.
- Liaise with counsellors regarding appointments, room availability, and client arrivals.
- Manage incoming and outgoing post and general office administration.
- Order office and kitchen supplies as needed.
- Handle confidential and sensitive information with discretion at all times.
- Support the Practice Manager with general administrative duties and projects when required.
Client Care
- Create a safe, welcoming, and non-judgemental environment for all clients.
- Recognise when a client may be distressed and respond calmly, sensitively, and appropriately.
- Maintain professional boundaries while demonstrating empathy and compassion.
- Escalate any concerns to the appropriate counsellor or manager in line with safeguarding procedures.
Skills & Experience
Essential
- Previous receptionist or customer service experience.
- Excellent communication and interpersonal skills.
- Strong organisational skills with the ability to multitask.
- Good IT skills (Microsoft Office and appointment booking systems).
- High level of professionalism and discretion.
- Ability to work independently and as part of a team.
Desirable
- Experience working within a healthcare, counselling, or wellbeing environment.
- Knowledge of GDPR and confidentiality requirements.
- Mental Health First Aid training or similar (desirable but not essential).
Personal Qualities
- Warm, approachable, and compassionate.
- Calm under pressure.
- Reliable and trustworthy.
- Excellent attention to detail.
- Professional appearance and manner.
- Respectful of diversity and committed to treating everyone with dignity and kindness.
Pay: £12.83 per hour
Work Location: In person
