COUNSELLING MANAGER

This is a once in a career opportunity for an exceptional professional to join a truly service led organisation, the industry leading EAP and OH provider & Sunday Times ‘Best Places to Work’ organisation, HA Wisdom Wellbeing. With an unrivalled track record of incredibly strong year on year growth of its subscription model business, HA Wisdom Wellbeing supports over 90,000 organisations and 13 million lives across the UK, Ireland, Australia & New Zealand.

Part of the global Peninsula Group, with 14 companies and a group turnover in excess of £400m, there is substantial financial backing for further expansion, acquisition and international development. This represents an unparalleled career advancement opportunity for the exceptional individual.

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.

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

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

3) Monitor, mentor and ensure counsellors are working in line with HA Wisdom Wellbeing’s clinical governance and the daily goals set out within internal policies

4) 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

5) Take responsibility by ensuring all calls are being handled effectively and efficiently with no unnecessary delays

6) To identify areas of learning and amongst the team and ensure relevant training is provided

7) To deliver induction presentations for new colleagues and shape and deliver new training presentations/ programmes for existing colleagues

8) 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

9) To assist with the investigation and outcome of service issues

10) 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

11) To hold team huddles and monthly welfare meetings with individual team members

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

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

14) To act as a clinical point of contact for external companies, attending quarterly meetings, providing thought leadership, guidance on developments to improve mental health within organisations

15) To provide on call duties, to ensure the 24/7 counselling helpline have an escalation point for any risk and safeguarding cases, including appropriate absence and lateness reporting and ensuring sufficient staffing levels at all times

1) Pro-active and self-motivated attitude

2) Minimum diploma level 4 in Counselling & minimum of 150 counselling hours

3) 12 months post qualification experience

4) To be a registered member of the IACP or equivalent

5) High level of computer literacy including telephony and CRM systems

6) Be able to work towards deadlines and demonstrate the ability to multitask

7) Great communication and customer service skills

8) Relevant experience of working with safeguarding concerns and suicidal ideation

9) Professional and outgoing personality, with strong organisational skills

10) Ability to inspire team members and encourage productivity and clinical excellence

11) Ambitious with the determination to succeed

12) Proven experience within a professional and fast-paced work environment

1. 25 days’ holiday, plus bank holidays
2. Day off on your birthday
3. Cash plan for you (and your children, if any)
4. Holidays increase after 2-and 5- years’ service
5. Contractual sick pay
6. Private medical insurance after 5 years' service
7. Pension Plan and Life Insurance
8. Pension plan contributions increase after 5- and 7-years’ service
9. Holiday season bonus after 3 years’ service
10. Profit share scheme
11. Season ticket loan scheme
12. Cycle to work scheme
13. Access to Employee Assistance Programme
14. Company incentives, access to discount schemes
15. Social sessions on the last Friday of the month with free food and drink - we call this Fab Friday!
16. Free 24/7 onsite gym
17. 100% funding for professional registration fees
18. Support with revalidation and CPD
19. Funding support with training and development

This is a fantastic place to work if you enjoy a challenge and have genuine enthusiasm for overcoming obstacles and learning. The environment is fast-paced and busy, so we look for colleagues who have a positive and focused attitude. Through training and development, we make sure that everyone who works here has the resources they need to build their careers. So, if you are ambitious, focused and a confident communicator you'll soon discover that there are unlimited opportunities for you at HA | Wisdom Wellbeing.