The Head of Clinical Support is accountable for the safe, effective and timely delivery of all PAM Wellness clinical services. This includes leadership of the clinical support and customer service teams, oversight of the associate counselling network, governance of the matching process, delivery against service level agreements, and continuous improvement of the end to end client journey.
Key Accountabilities and Responsibilities
Being responsible for the performance management and professional standards of the clinical support team and external network (counsellors/clinicians) to ensure the delivery of high-quality services, including performance standards and company objectives are delivered.
To be fully aware of the relevant governing frameworks and any developments therein; building relationships with such organisations
Act as escalation within the operations department to best support the team’s development and any client queries.
Team
To provide strong leadership to the clinical support managers, improving the team and services provided.
Act as senior operational owner for escalated client and organisational complaints relating to clinical support services and/or associate conduct, ensuring timely resolution in line with clinical governance and learning implementation.
Drive consistency across the clinical support team by sharing learning and working collaboratively to drive improvements relating to all aspects of role.
Own and continuously improve the clinical matching process, ensuring risk, presenting need, complexity, diversity and client preference are appropriately considered.
Be accountable for delivery against all service level agreements for the clinical support department, including access, response times, matching speed, and client experience.
Lead recovery planning where SLAs are at risk.
Provide senior oversight of customer service and call handling, ensuring quality, consistency, empathy and appropriate clinical escalation.
Ensure call‑handling standards, training and auditing are maintained to support client experience.
Share knowledge and understanding with the operations team on regular basis to support the team in achieving their full potential.
Network Management
To ensure a culture of clinical excellence and robust clinical governance: relating to client safety, client experience whilst ensuring a culture of openness, learning and innovation
Lead the full associate clinician lifecycle, including recruitment, onboarding, contracting, induction, performance management, development and exit processes.
Ensure associates meet and maintain all registration, insurance, safeguarding and CPD requirements.
Develop a sustainable associate capacity model aligned to demand, geography, modality (remote/in‑person) and specialism.
Build engagement, retention and quality within the associate network through communication, feedback and development pathways.
Monitor trends in referrals, presenting issues (including movement within outcome data) and re-match risks, taking corrective action where required.
Leadership
Lead quality improvement initiatives based on audits, trends, complaints, incidents and feedback.
Use MI and operational data to inform capacity planning, risk management and service improvement.
Lead proactive demand forecasting and surge planning (e.g. peak periods, organisational change activity) to protect access and service quality.
Produce regular performance and insight reports for senior leadership and clients where required.
Work closely with Heads of departments and teams, within PAM Wellness to create a one team approach to benefit all employees and clients.
Ensure incident reporting, learning reviews and duty of care responsibilities are met.
Work collaboratively with clinical governance leads to embed learning into team and associate best practice.
Attend client meetings were requested by the account management teams.
Work on additional projects to support the department.
NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. Other duties may be assigned.
Essential Skills, Experience & Qualifications
Senior leadership experience within EAP, Mental health or comparable clinical services.
Significant knowledge of clinical governance, governing bodies, and quality improvement systems.
Experience managing large associate or subcontractor networks
Strong understanding of risk, safeguarding and clinical escalation in remote services
Ability to confidently interface with senior internal and external stakeholders, including clients
Ability to translate clinical standards into operational systems and performance measures
High level of organisational skills, capability to work under pressure and tight deadlines and prioritises.
Strong operational excellence/continuous improvement experience, with the ability to adapt to changes within the business.
A business mind to make decisions in line with the senior management team to improve the department and the overall performance of the business.
Our Values & Benefits
We pay your auto-enrolment pension contribution of 8%, you can also make enhanced contributions which are matched up to a further 5%
33 days annual leave including bank holidays with the option to buy or sell up to 5 days (FTE)
Life insurance scheme valued at 4x your annual salary
Income protection
Health Cash Plan Scheme, which covers you for things like Opticians, Dental Treatment and even Physio if needed!
Perkbox membership with amazing discounts on things like food and drink, retail and days out, all through our rewards scheme
Long service rewards
Flexible Working Hours
Access to a 24/7 EAP Counselling line and a 24/7 GP line and wellness support
Support with training and development
Group Income Protection
At PAM we are passionate about people and delivering our Everyday Things That Matter Values and Behaviours to our customers and our colleagues. Our cultural philosophy is based on putting our people first, creating high performing teams who deliver great services for our clients.
We’re looking for driven and ambitious professionals to join our team, who are just as passionate about our philosophy and values as we are
PAM group are committed to creating an inclusive and diverse workplace where everyone is valued and respected. We welcome applications from people of all backgrounds, including but not limited to race, ethnicity, gender expression, age, disability, sexual orientation, religion and socioeconomic status. We believe everyone should have the same opportunities for employment and promotion based on their ability, qualifications and suitability for the work.
The Company
The Company has experienced unprecedented growth over the past few years. We have a vast number of employees, and provide support to clients from all over the country.
The Benefits
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