Counselling Service Manager

Contract: 16-20 hours per week - to include full working days on Thursday and Friday

Salary: £40,000 FTE pa (pro rata dependent on hours worked)

Reports to: Counselling Service Clinical Lead

Location: Home working – one day per quarter at Petals Office, Cambridgeshire.

About Petals

Petals is the leading UK charity providing specialist counselling for parents experiencing trauma and grief following baby loss. Our mission is to ensure that every parent affected by miscarriage, stillbirth, termination for medical reasons, or neonatal loss receives compassionate, high-quality psychological support at the time they need it most.

We work in close partnership with NHS Trusts, healthcare professionals and bereaved families to deliver evidence-based, trauma-informed counselling that is safe, timely and rooted in best practice.

About the role

As one of our Counselling Service Managers you will work within a small team of Counselling Managers. You will play a pivotal role in ensuring bereaved parents receive safe, compassionate and high-quality counselling throughout their time with Petals. Positioned at the heart of our counselling service, the role provides clinical leadership, oversight and coordination across our network of counsellors, ensuring consistent delivery of the Petals Counselling Model.

You will be responsible for supporting counsellors to work ethically and effectively with complex client presentations, including safeguarding and risk management, while fostering reflective practice and professional development. Through strong service oversight and collaboration with the Clinical Lead, Triage Counselling Managers and operations team, your work will help maintain the clinical integrity of the Petals model and support the safe, sustainable growth of the counselling service.

About You

We are looking for an experienced, thoughtful and clinically confident counsellor who is able to hold complexity with warmth and professionalism. You will be highly organised, calm under pressure and comfortable working across a varied and fast-moving caseload.

You will understand the importance of accuracy, confidentiality and reflective practice when working with highly sensitive information and will bring a compassionate, trauma-informed approach to every interaction. Strong communication skills, sound clinical judgement and the ability to prioritise effectively are essential.

This is a role for someone who takes pride in supporting both parents and colleagues, enjoys working within clear clinical frameworks and wants to make a meaningful contribution to a charity delivering specialist care at one of the most difficult times in people's lives.

Working at Petals

You will be joining a small, ambitious and supportive team where your expertise will be valued and your voice heard. You will work closely with the Clinical Lead, Head of Partnerships and Operation, Counsellors and the wider Counselling Operations Team, and you will see the direct impact of your work on parents and families across the UK.

We are committed to creating a diverse and inclusive workplace and warmly welcome applications from people of all backgrounds.

Key responsibilities

• Service Delivery and Case Management
• Lead online counsellor case management sessions, ensuring safe, ethical, and effective practice across the counselling team.
• Support counsellors with complex cases, including risk management, safeguarding, and reflective clinical practice.
• Contribute to triage delivery as required, including covering for the Triage Counselling Manager during periods of leave.
• Service Management across the Counsellor Network
• Oversee delivery of Petals' counselling service across the subcontracted counsellor network, ensuring consistent, high-quality provision.
• Monitor performance against agreed KPIs, addressing any concerns proactively and constructively.
• Provide guidance and oversight to ensure counsellors meet contractual, professional, and clinical framework requirements.
• Build and maintain strong, collaborative working relationships with counsellors through clear communication and responsive service management.
• Attend monthly meetings with the Clinical Lead and the monthly online Petals Team meeting.
• Probation Management, Supervision of New Counsellors
• Manage the probation process for new counsellors, providing structured induction, clear expectations, and ongoing support.
• Deliver fortnightly 1:1 supervision during probation to support competence, confidence, and alignment with the Petals Counselling Model.
• Monitor progress and address development needs or concerns, working with the Clinical Lead on end-of-probation assessments.
• Plan and deliver CPD sessions and promote a supportive team culture that prioritises wellbeing, resilience, and professional growth.
• Training and Professional Development
• Plan and deliver CPD sessions to support high professional standards, continuous learning, and clinical development across the counsellor network.
• Promote a supportive and collaborative team culture that prioritises counsellor well-being, resilience and professional growth.
• Group Programme Delivery
• Oversee and contribute to the delivery of Petals' group programmes, ensuring they are trauma-informed, evidence-based, and aligned with organisational values.
• Work collaboratively to review, refine, and develop group models as the service evolves.
• Representation & External Engagement
• Represent Petals at external events, meetings, and professional forums.
• Build and maintain effective relationships with partner organisations, referrers, and stakeholders to strengthen collaboration and awareness.
• Quality, Governance & Administration
• Ensure counselling delivery meets professional, ethical, clinical governance, safeguarding, and data protection standards.
• Maintain accurate records and contribute to reporting, policy development, evaluation, and service improvement.
• Work closely with the counselling operations team and Clinical Lead to manage capacity, address pressures and maintain effective service flow within core hours (9.00am–5.30pm).
• Contribute to reflective practice, team learning, and continuous improvement aligned with Petals' values and clinical governance framework.
• Participate in regular operational meetings, handovers, and planning sessions, sharing insights from service activity to support capacity management, service improvement, and high-quality care for parents accessing support.

Person Specification

Experience and Knowledge

• Accredited counsellor/psychotherapist, or working towards accreditation (e.g. BACP, UKCP, NCS). (E)
• Experience delivering trauma-informed counselling, including grief and bereavement work. (E)
• Strong knowledge of ethical practice, safeguarding, and clinical risk management. (E)
• Experience providing clinical oversight, case management, or supervision within a counselling service. (E)
• Understanding of maternal, perinatal, or reproductive mental health, or commitment to working in this field. (E)
• Experience managing or coordinating counselling services delivered by subcontracted or associate counsellors. (D)
• Experience contributing to service performance monitoring, KPIs, or quality assurance. (D)
• Experience delivering training, CPD, or group-based learning. (D)

Skills and abilities

• Strong leadership and case management skills, including support for complex presentations. (E)
• Excellent organisational skills and ability to manage multiple priorities. (E)
• Sound professional judgement relating to clinical risk, safeguarding, and ethics. (E)
• Clear, sensitive written and verbal communication skills. (E)
• Confident IT skills (Microsoft Office and ability to learn new systems). (E)
• Ability to work independently while collaborating effectively with clinical, operational, and counselling colleagues. (E)
• Strong relationship-building skills with counsellors and external stakeholders. (E)
• Ability to contribute to service development and continuous improvement. (D)

Personal Attributes

• Compassionate, emotionally intelligent, and reflective, with sensitivity to baby loss and bereavement. (E)
• Calm, professional, and consistent in communication and decision-making. (E)
• Supportive and approachable leadership style. (E)
• Flexible and adaptable to changing service needs. (E)
• Strong alignment with Petals' values and commitment to ongoing learning and development. (E)

Additional Requirements

• Ability to work flexibly, including occasional evening or event support. (E)
• Commitment to role-relevant training. (E)
• Commitment to equality, diversity, and inclusion. (E)
• Enhanced DBS check (prior to appointment). (E)

How to apply

To apply for this position, please submit your CV and cover letter detailing how your experience makes you ideal for this role.

We strongly encourage you not to use AI tools to produce your cover letter.

Closing date: 20th February 2026

The interview process will comprise two stages:

• Informal Teams call: Conducted on a rolling basis whilst the job post is live
• In-person or online interviews: Thursday 5th March 2026

The closing date given is a guide only. There may be some occasions where we have to close a vacancy once sufficient applications have been received. It is therefore advisable to submit your application as early as possible to avoid disappointment as applications will be reviewed on a rolling basis.

Thank you for your interest in this role with Petals.