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Counselling Support / Client Liaison Officer

Hours:            35 hours per week

Salary:            £18,564 – £20,420

Location:        Across Telford & Wrekin and Shropshire where required

Holidays:        25 days plus statutory holidays per annum to be calculated pro rata to hours worked

Reports to:      Counselling Manager


To provide administrative support within a counselling service which offers specialist services to survivors of sexual abuse. The post holder will undertake the role of Counselling Support/Client Liaison Officer as directed by the Counselling Manager, and work in accordance with Axis Counselling Policies and Procedures. The role will involve working closely with Counsellors and liaising with clients. .


Main Duties and Responsibilities:


  • Create and manage online appointments and diary for clients and counsellors
  • Manage paperwork for client files and produce palm packs, Initial Assessment (IA) packs and other counselling paperwork for counsellors to be readily available
  • Ensure Counsellors are provided with all client files and paperwork for each appointment and that these are filed appropriately when returned
  • Communicate regularly with counsellors
  • Input all relevant information on Client Management system
  • Liaise regularly with Line Manager re systems and processes
  • Keep safe storage and handling of all sensitive information. Ensure prompt shredding
  • Telephone and email management – handle reception desk calls and enquiries.
  • Liaise with clients – ensure their needs are met appropriately when booking appointments
  • Ensure smooth and professional communications with clients and referrers and agencies
  • Monitor and requisition stationery and consumables
  • Ensure all client files are archived appropriately
  • Liaise with Clinical Lead with any client clinical issues and therapist allocation
  • To respect and abide by Axis Counselling’s Policy on Client Confidentiality


Online Management System


  • Input all initial referral and appointments onto Database
  • Ensure e-letters and texts are kept up to date
  • Send customised texts and letters to clients and referrers
  • Manage online appointment calendar
  • Create appointments slots
  • Book and manage appointments for Initial Assessments and Counselling appointments
  • Ensure referral and registration records are up to date
  • Keep database up-to-date daily
  • Record on system any contact with clients and label contact method, duration and type accordingly
  • Ensure any technical issues are reported immediately to your line manager.
  • Record all counsellor daily returns and attendance reports
  • Manage the info@ account jointly with team and ensure all emails are addressed as swiftly as possible.



  • Attend regular team and administration meetings
  • Attend regular Line Management
  • Attend monthly Supervision
  • Keep office in good order and operate a clean desk policy
  • Be prepared to work flexibly as and when needed
  • Undertake any tasks which is deemed reasonable in line with your role
  • Keep up to date with training necessary for you to perform your role


Client Work Responsibilities


  • Work closely with the Counselling Support Manager and Counselling Manager to:
  • Assist with processing client counselling referrals
  • Oversee Information Requests
  • Liaise with Counsellors and Counselling Manager as required regarding client needs


Please note: Appropriate training will be provided for using our Online CRM and other systems necessary to undertake this role.

The post will be reviewed six months and following consultation with the post holder duties may change or be developed subject to available funding and the needs of the service

 Counselling Support/Client Liaison Officer – Person Specification

(This form indicates how the different requirements may be assessed during the selection process).

Essential / Desirable

A – Application form        I – Interview     E= Essential    D=Desirable



Method of


Qualifications and training
Good standard of education (Level 3) or equivalent experience E x
Employment History
Relevant previous or current employment / work experience E x
Skills and experience
Experience of working in an office environment E x
Knowledge and experience of GDPR and data protection E x
Experience of using databases and data entry E x
Experience of working without direct supervision E x
Excellent interpersonal skills via various media types i.e. telephone, email E x
Experience of speaking to vulnerable clients on the telephone D x
Experience of and ability to work pro-actively E x
Able to prioritise own workload and deal with competing demands E x
Experience in maintaining paper filing systems E x
Understanding of the need to maintain personal records of clients D x
Good IT skills specifically Excel. A knowledge of Salesforce and TEAMS desirable but not essential. E x
Knowledge and understanding of sexual abuse (would be advantageous) D x x
Personal attributes
Ability to work on own initiative, in partnership and as part of a team E x
Excellent verbal and non-verbal communication skills E x x
Ability to form and maintain good working relationships with colleagues E x x
Ability to be discreet and non-judgemental E x
Calm in complex situations E x
Understanding the need for professional confidentiality and its boundaries E x
Knowledge of and commitment to equal opportunities and anti-discriminatory practice E x
Strong crisis management skills, methodical and well organised E x
Ability to work in an empathic manner, to maintain consistency and develop a rapport with service users E x
Resilient when dealing with distressing content E x
Special requirements
Eligible to work in the UK E x
Willing to access training relating to duties E x
Able to travel as required between offices E x



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Axis is Funded by a number of different organisations and private donations

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Axis is membership of, or accredited by, a number of organisations

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