Counselling Manager

Job Overview

You will work as part of the EAP management team in coaching your teams to provide in the moment therapeutic support, championing in house interventions, whilst providing assistance and information on a wide range of counselling subjects. You will monitor and manage daily goals, service level agreements and quality scoring, ensuring that all are working consistently and in line with organisational expectations. The role requires high levels of professional standards whilst working in a telephone environment, adhering to KPIs and SLAs.

Key Responsibilities

· Overall responsibility for the running of your counselling team and responsibility for daily efficiencies of the team

· To provide daily, weekly, monthly reports to the Head of Counselling as required

• Monitor, mentor and ensure counsellors are working in line with clinical governance and the daily goals set out within internal policies
• Implement and maintain new daily goals based on data from workforce planning and ensure all team members are managed appropriately in line with performance management protocols
• Take responsibility by ensuring all calls are being handled effectively and efficiently with no unnecessary delays
• To identify areas of learning and amongst the team and ensure relevant training is provided
• To deliver induction presentations for new colleagues and shape and deliver new training presentations/ programmes for existing colleagues
• To support the counselling team on a day-to-day basis with risk and safeguarding debriefs as and when required and ensure team members are following the Risk Guidance policy at all times
• To assist with the investigation and outcome of service issues
• Ensure that call quality assessments are delivered on a daily and weekly basis using the quality scoring matrix and providing in the moment coaching and feedback

· To hold team huddles and monthly welfare meetings with individual team members

· Attend and be prepared for monthly EAP Managers Operations meeting in conjunction with the Management Team

· Ensure team absence management procedures are adhered to within a timely manner

What you bring to the Team

· Minimum level 8 in Counselling & minimum of 150 counselling hours

· 12 months post qualification experience

· To be a registered member of the IACP or equivalent

· High level of computer literacy including telephony and CRM systems

· Relevant experience of working with safeguarding concerns and suicidal ideation

· Professional and outgoing personality, with strong organisational skills

· Ability to inspire team members and encourage productivity and clinical excellence

· Ambitious with the determination to succeed

· Proven experience within a professional and fast-paced work environment

Benefits

· 25 days’ holiday, plus bank holidays

· Day off on your birthday

· Holidays increase after 2- and 5-years’ service

· HSF Health insurance on joining

· Contractual sick pay after 1 year service – SSP under one year

· Private medical insurance after 5 years’ service

· Pension Plan and Life Insurance

· Pension plan contributions increase after 5- and 7-years’ service

· Funding support with training and development

· Christmas bonus after 3 years’ service

· Profit share scheme

· TaxSaver ticket scheme

· Cycle to work scheme after 6 months and successful completion of probationary period

· Access to Employee Assistance Programme

· TGIF on last Friday of the month

· Company incentives, access to discount schemes

51215SK

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