Job Type: Permanent
Job Industry: Business Services
Contact Name: Lara Salmons
Job Location: England
Job Title: Night Counselling Team Manager - Remote
Job Salary: £35000 - £38000 Per Annum
Portfolio are proud to be exclusively representing our Client who are a trusted health and wellbeing network who have been making a positive difference in over 13 million lives, in their search to add a Telephone Counsellor to their team. Our client offer the most comprehensive employee assistance programme on the market, giving 24/7 caring and compassionate support services to employers from organisations of all sizes, across the private, public and non-profit sector, to business partners, individual users, employees and their family members.
This role is an exciting opportunity to support and coach a small team of 8 – 12 frontline counsellors, daily within a fast-paced environment.. The Counselling Team Manager will focus on moving the team forward in delivering a high quality service at all times.
To work alongside the EAP management team in coaching their teams to provide in the moment therapeutic support, championing in house interventions, whilst providing assistance and information on a wide range of counselling subjects. To monitor and manage daily goals, service level agreements and quality scoring, ensuring that all are working consistently and in line with organisational expectations.
DAY TO DAY RESPONSIBILITES
1 Overall responsibility for the day to day running of the EAP department and responsibility for daily efficiencies of team
2 To provide daily, weekly, monthly reports to the Head of Operations and Head of Counselling as required
3 Monitor, mentor and ensure counsellors are working in line with Health Assured 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 support the counselling team on a day to day basis with risk and safeguarding debriefs as an when required and ensure team members are following the Risk Guidance policy at all times
8 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
9 To support with recruitment and attend interviews when required
10 To hold fortnightly welfare meetings with individual team members
11 Attend and be prepared for monthly EAP Managers Operations meeting in conjunction with the Management Team
12 Ensure team absence management procedures are adhered to within a timely manner
Skills and Competencies
1 Qualified Counsellor
2 Self-sufficient, innovative and driven with the ability to work independently or as part of a team.
3 Desire to pursue excellence in a career with Health Assured.
4 High level of computer literacy (MS Office, Word, Excel and PowerPoint)
5 Experience working within an employee assistance programme.