Counselling Service Assistant

The Brain Tumour Charity; Fleet; Hybrid; GBP 25,000; Full time

Job summary

A health-focused charity in Fleet is seeking a Counselling Service Assistant to manage service operations, ensuring a positive experience for clients. The role involves handling communications, supporting volunteers, and maintaining records. Ideal candidates should have admin experience, a Level 2 Certificate in Counselling, and excellent IT skills. The position is office-based with a hybrid working option, offering a salary of £25,000. Emphasizing diversity, the charity encourages applications from all backgrounds.

Benefits

Flexible working options

Diversity and inclusion initiatives

Qualifications

• Experience in a busy admin role with telephone, email, and CRM systems.
• Experience supporting vulnerable adults and their families.
• Competent IT user across various digital platforms.

Responsibilities

• Deliver day-to-day operations of the counselling service.
• Manage client communications and diary.
• Assist volunteers and maintain service records.

Skills

Empathy

Communication Skills

IT Proficiency

Time Management

Education

Level 2 Certificate in Counselling

Tools

CRM Systems

Email

Database Management

Job description

The Brain Tumour Charity is leading the way in research, support, and advocacy for everyone affect by brain tumours. Our mission is simple but urgent: to accelerate a cure for brain tumours and improve life for everyone affected by this devastating disease.

We know that 91% of people affected by a brain tumour, will have experienced a negative impact to their emotional well-being; often exacerbated by cognitive issues, personality changes, long term side effects and reduced prognosis. The Support Team at The Brain Tumour Charity are addressing this by offering free, professional counselling to the brain tumour community, ensuring that when needed, those diagnosed and their loved ones, always have somewhere to turn.

As a Counselling Service Assistant for this service, you will support with the day-to-day operations of the service. You will help to deliver each element of the service, from referrals and assessments, right through to feedback requests and discharging clients.

📍Location:While contracted to our office in Fleet, Hampshire, our team supports a blend of office and home working provided you have adequate broadband and IT capability, with an average of 2-3 days in the office each week.

⏰Working hours:This role is 37.5 hours per week, with some out of hours working.

💰Benchmarked salary: £25,000 (dependent on level)

We are looking for a professional and empathetic person, who has experience of working in a busy admin role. The ideal candidate would also have a good understanding of counselling and would be able to confidently explain this to prospective clients. We are looking for someone with excellent IT and telephone skills and the ability to learn and use various databases is essential.

• Day to day delivery of all service operations, mainly answering phone calls, responding to emails and managing a busy diary.

• Supporting a team of volunteer assessors to ensure they receive the help and guidance they need to deliver their role.

• Giving clients in the service a positive, empathetic and professional experience, where they feel well supported.

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• Requesting feedback from clients about their experience within the service

• Maintenance of appropriate and accurate records on our service system and CRM database, as required to evidence the impact and reach of our support services

• Work to promote the service across all areas of charity and within the wider community

• Assist with the covering of the Charity’s Support Line where required

• Committed to observing confidentiality, in line with the service and organisational policy

• Contribution to safeguarding and promotion of the welfare of clients, in line with organisational policy

We encourage you to apply to the role even if you do not meet all of the criteria.

Experience:

• Minimum of a Level 2 Certificate in Counselling or equivalent

  - Experience of working in an admin role, where there was a requirement to use telephone, email and CRM systems or databases

  - Experience of working and supporting vulnerable adults, patients and carers

Knowledge, Skills & Abilities:

• A professional and empathetic people person, with demonstrable skills in supporting counselling clients
• Good understanding of counselling and how it can help clients facing difficulties.
• Self-reliant and competent IT user including digital platforms, data insights, internet, email, databases
• Excellent written and verbal communication skills, with the ability to adapt communication styles for different audiences
• Sound knowledge of safeguarding, both in theory and practice
• Ability to prioritise and with good time management
• Able to work flexibly and creatively to respond to the emerging needs of the service

*Please note that the responsibilities listed are not exhaustive and this job description may be subject to change as the role evolves over time.

You’ll be joining a collaborative, bold and innovative team of individuals who put our community first and are connected by a passion to make a real difference.

Our amazing benefits

The Brain Tumour Charity is committed to promoting diversity and inclusion in all aspects of our organisation. We particularly welcome applications from individuals belonging to minority ethnic groups, LGBTQ+ communities, people with disabilities, and other underrepresented communities.

We strive create a workplace that celebrates diversity and provides equal opportunities for all candidates and we encourage all individuals to apply even if they don’t meet all the criteria.

Whilst we'd love to have you on board, we want to be upfront as we’d hate to waste your time applying for a role where we can’t take you on. At the moment, we're unable to offer visa sponsorship for any of our positions. We're currently seeking candidates who are already authorised to work in the UK without the need for sponsorship, who can remain on a permanent basis.

Please apply by clicking the red ‘join our team’ button, attaching your CV and a covering letter explaining why you want the role, what you would bring to the team and how your skillset and experience will enable us to make a real impact for those affected by brain tumours. We'd like to encourage you not to use AI to write your cover letter as we want to get to know you, the real you!

We are keen to ensure that our recruitment process is inclusive so if you’d find it beneficial to submit your application in a different format, please drop us a line at [e-mail].

Advert close date: 25th January 2026

First interview date and location:4th February 2026 over Teams

Second interview date and location: 12th February 2026 at our office in Fleet

The post holder will also;

• Contribute to achieving the objectives of The Brain Tumour Charity
• Live and breathe our values by being bold, collaborative and innovative, with a community-first approach to everything you do
• Undertake any additional and ad hoc tasks as required
• Participate in team meetings and other meetings as required
• Monitor and evaluate activities and provide written reports
• Represent The Charity at external events in a professional manner
• Work within an equal opportunities framework
• Adhere to all The Charity’s policies, procedures and working
• Ensure all records are held in compliance with GDPR, The Fundraising Regulator Code of Practice and The Brain Tumour Charity policies.

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