At a Glance
- Tasks: Lead and coach a team of 8-12 counsellors in a fast-paced environment.
- Company: Join a trusted health and wellbeing network impacting over 15 million lives.
- Benefits: Enjoy perks like 25 days holiday, private health insurance, and monthly incentives.
- Why this job: Make a real difference while working in a supportive and dynamic team culture.
- Qualifications: Must have a minimum diploma level 4 in Counselling and strong communication skills.
- Other info: Opportunities for professional development and a chance to influence mental health initiatives.
The predicted salary is between 36000 - 60000 £ per year.
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 15 million lives, in their search to add a Counselling Manager to their team. Our client offers 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 is an exciting opportunity to support and coach a small team of 8 – 12 frontline counsellors, daily within a fast-paced environment. The role requires high levels of professional standards whilst working in a telephone environment, adhering to KPIs and SLAs. The Counselling Manager will focus on moving the team forward in always delivering a high-quality service. Job Overview 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 Responsibilities as a Counselling Manager: Overall responsibility for the day to day running of the EAP department and responsibility for daily efficiencies of team To provide daily, weekly, monthly reports to the Head of Operations and 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 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 identify areas of learning and amongst the team and ensure relevant training is provided 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 always following the Risk Guidance policy To assist the investigation and outcome of complaints and liaise with clients and service managers regarding 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 Increase the amount of availability for inbound calls amongst your team through active interventions and ensure team members are striving for maximum talk time and to achieve the organisational objective of flow out referrals at less than 5% To support with recruitment and attend interviews when required To hold fortnightly one-to-one meetings with individual team members To support and provide training to new starters and ensure the successful completion of induction, including final sign off to go live on the helpline Ensure compliancy by all staff in assessing eligibility and identifying callers accurately using the telephony system and following the internal entitlement policy 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 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 always ensuring sufficient staffing levels 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 To complete MI clinical commentaries as and when required, providing thought leadership and clinical insight regarding themes and trends Desirable Skills and Competencies: Experience in data entry, scheduling, and diary management. With excellent communication and customer service skills. Self-sufficient, innovative, and driven with the ability to work independently or as part of a team. Minimum diploma level 4 in Counselling High level of computer literacy (MS Office, Word, Excel, and PowerPoint) Experience working within an employee assistance programme. Employee Benefits: BACP (or equivalent) Membership and Accreditation Paid For BACP CBD Hub Up to £60 Per Month for Supervision Inhouse Supervision Monthly Incentives Such as Weekends Away! Supervision 25 Days Holiday + Bank Holidays (plus an additional 2 days after 2 years' service) Birthday Off/Mental Health Day Profit Share Scheme Perkbox (staff discount scheme) Christmas Bonus After 3 Years of Service Contributory Pension Scheme Fab Fridays – Dress Down & Free Treats Allied Pride Network Social Events Throughout the Year Free Breakfast on Mondays Free Annual Flu Vaccine Private health insurance after 5 years' service Life Insurance Discounted Eye Test – Discounted Glasses/Contact Lenses Prescription P(phone number removed)LS2R10 INDMANS
Senior Counsellor employer: The Portfolio Group
Contact Detail:
The Portfolio Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Counsellor
✨Tip Number 1
Familiarize yourself with the specific KPIs and SLAs that are relevant to the role. Understanding these metrics will help you demonstrate your ability to manage and improve team performance during the interview.
✨Tip Number 2
Highlight your experience in coaching and mentoring teams, especially in a fast-paced environment. Be prepared to share specific examples of how you've successfully supported team members in achieving their goals.
✨Tip Number 3
Showcase your knowledge of clinical governance and risk management. Being able to discuss how you ensure compliance and maintain high standards of care will set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your approach to data analysis and reporting. Since the role involves monitoring daily goals and providing reports, demonstrating your analytical skills will be crucial in landing the job.
We think you need these skills to ace Senior Counsellor
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Counselling Manager position. Highlight key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to reflect relevant experience in counselling and management. Emphasize your ability to lead a team, manage KPIs, and provide high-quality service, as these are crucial for this role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for mental health and wellbeing. Discuss specific examples of how you've successfully managed teams or improved service delivery in previous roles.
Highlight Relevant Qualifications: Ensure you mention your diploma level 4 in Counselling and any other relevant certifications. If you have experience with employee assistance programmes, make sure to include that as well.
How to prepare for a job interview at The Portfolio Group
✨Showcase Your Leadership Skills
As a Counselling Manager, you'll be leading a team of counsellors. Be prepared to discuss your previous leadership experiences and how you've successfully coached and mentored others in a fast-paced environment.
✨Demonstrate Your Understanding of KPIs and SLAs
Since the role involves adhering to KPIs and SLAs, make sure you can explain how you've managed these metrics in past roles. Provide specific examples of how you ensured your team met or exceeded these standards.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially in risk and safeguarding situations. Think of examples where you had to make quick decisions and how you supported your team through challenges.
✨Highlight Your Communication Skills
Excellent communication is key in this role. Be ready to discuss how you effectively communicate with your team, clients, and external partners. Share examples of how your communication style has led to positive outcomes.