Client Care Counsellor

About TELUS Health

TELUS Health is focused on helping people live healthier lives. The company uses modern technology and a person-centred approach to support physical, mental, and financial wellbeing. Its services are designed to improve outcomes for consumers, patients, healthcare professionals, employers, and employees.

The organisation supports the whole person through integrated wellbeing services, including mental, physical, social, and financial support. Its digital solutions are built to provide help when employees need it most, and TELUS Health is recognised as a provider of employee assistance programs.

About the Role

This is a varied counselling position where each day can look different. The Client Care Counsellor works with people who are facing urgent or crisis-related situations and need immediate support by phone or chat. The role involves identifying needs, evaluating risk, containing crisis situations, delivering brief interventions, and connecting clients to appropriate resources.

The right candidate will be a confident healthcare professional who can handle mental health triage, risk assessment, and risk management in a busy environment. The role also requires managing a high volume of calls and chats from people discussing mental health symptoms and difficult life situations, while offering counselling, coping strategies, and practical information.

Day-to-Day Work

• Deliver immediate crisis counselling and interventions to employees and family members of client organisations.
• Provide prompt consultation to key personnel within client organisations.
• Offer immediate guidance and support to callers requesting help after trauma or other workplace incidents.
• Handle warm transfers from callers who want to speak with a counsellor during their initial contact.
• Identify the main concern and choose the correct service response based on case response standards.
• Assess client needs and provide phone-based counselling when the person is not ready for a referral or appointment booking.
• Support both individual employees and managers who contact the service for assistance.

What We’re Looking For

Applicants should have at least 3 years of postgraduate experience and be registered with the relevant professional body: NZAC for counsellors, NZPB for psychologists, or SWRB for social workers.

The role calls for excellent micro-counselling ability, strong digital confidence, good administration and time management skills, and the ability to make sound clinical decisions. You should be comfortable handling risk concerns such as child welfare and safety, suicide and self-harm, and substance abuse.

We are looking for someone with a strong work ethic, professionalism, empathy, and active listening skills. You should be able to work effectively over the phone and through chat, adapt to changing client and organisational needs, and manage a fast-paced workload with multiple tasks at once. Flexibility to work weekday shifts from 10am to 6pm New Zealand time is also required.

Additional Information

TELUS promotes a people-first, customer-focused, purpose-driven culture built on innovation and teamwork. The organisation aims to improve lives through technology and create meaningful human outcomes in a digital environment.

TELUS is committed to inclusive hiring, diversity, and fair employment practices. Qualified applicants will be considered for employment, and accommodation will be provided for applicants with disabilities during the recruitment process as needed.

By submitting an application, you acknowledge and agree that your information may be shared with the TELUS Group of Companies’ talent acquisition team and with leaders involved in the selection process.