EAP Counselling Manager
Harmonia Careers
Date: 9 hours ago
City: Warrington
Contract type: Full time
EAP Counselling Manager - Hybrid/Warrington
Salary: Up to £40,000 per annum including allowance for evening and weekend cover when needed
Hours: 40 per week (Mon- Fri)9am to 5:30pm (flex required to support business needs.) Evening cover and Weekend Cover every other week required as point of contact to support team escalations or emergencies
Mandarin Court, Warrington 3 days Per Week, 2 days remote working (days to be agreed)
Role Overview
An exciting opportunity has arisen for the position of a Counselling Manager who will be responsible for the leadership and management of the EAP helpline team. The role is to ensure delivery of services of the highest quality to PAM Wellbeing clients, in line with our robust clinical and operational standards.
Main Duties And Responsibilities
Lead a team of EAP counsellors and case workers
Driving outstanding results through team performance, enabling all of the team to achieve daily goals, reviewing this on an intraday, daily, weekly and monthly basis.
To drive performance across the EAP helpline team to deliver the highest level of support to all our PAM Wellbeing service users in a timely manner, driving productivity, performance against key metrics, achieving best service for clients against key SLA’s.
To support the team and give clear guidance on risk and/or safeguarding cases ensuring policies are adhered to at all times, driving consistency and safe practice.
To provide clinical leadership, debriefs, and day to day guidance whilst driving a ‘Can Do’ ethos across the team
To help transform and grow the EAP service, develop the service by providing clients various ways of accessing support and therapy, via our helpline and digital platforms.
Increase efficiencies within the team, creating a client centric approach, ensuring a high degree of team compliance with all protocols and processes, ensuring team deliver against business plans and strategy.
To maintain clinical and operational oversight of policies and protocols, ensuring team compliance and awareness of key protocols, whilst working cross-departmentally ensuring consistent approach achieved where needed.
Assist the Head of EAP Operations with the development and continuous improvement of services, primarily in the clinical operational management and development of the EAP team.
Complete monthly audits, providing qualitative in the moment coaching to enhance the quality of service to our clients.
Ensure team absence management procedures are adhered to within a timely manner.
Deliver induction training for new EAP colleagues, and shape and deliver training programme for existing team members, including counsellors and case workers. Identifying training needs and matching accordingly.
Develop and deliver training plans, including mandatory training required, providing staff the tools to carry out their role safely, robustly, meeting clients needs at every level.
Attend customer quarterly meetings to provide high level insight and act as a point of contact for any clinical queries.
To act as a key point of contact for senior leadership team and stakeholders, acting as a key focal point for problem solving and maintaining clinical standards across the operation, including handling of client escalations and complaint resolution.
To deputise for Head of EAP Operations and step up in their absence, reporting to senior leadership team and providing support as and when needed.
To support business continuity plans, service levels, taking flexible approach to lead and respond to clients needs including supporting team on adhoc basis when demand requires, including helpline support and assessments
About You
An experienced & proven People Manager, with experience of managing teams, driving performance management culture, including personal development plans, conducting 121’s, annual performance reviews, team meetings and supervision.
Experience of working with senior stakeholders & senior leadership team, must have excellent communication skillset, and experience of working directly with senior key stakeholders and clients, leveraging relationships and being key point of contact for service delivery.
Experience of working in an EAP operation, managing both Clinicians and Support Team Members - Desirable.
Analytical skillset with proven ability to interpret data and M.I., with ability to identify areas for improvement and tackle issues proactively that arise, with client centric approach, delivering outstanding client and people results.
Experience of delivering training, induction training and creating training plans, enabling teams to grow and build on existing knowledge base for continuous improvement and delivery of service.
Proven ability of driving a ‘Can Do’ ethos within a team, strong motivational, engagement skillset, enabling others to perform at their best, with demonstratable track record of team success.
Qualifications And Skills
Diploma in Psychotherapy - Essential.
Psychology/Psychotherapy Degree - Desirable
ILM Level 4 Leadership & Management - Desirable
A background in Psychology /psychotherapy is desirable.
Background of working with trauma is desirable.
Excellent interpersonal communication, interaction and negotiation skills, highly confident with networking with others including client / stakeholder relationship skills.
Ability to motivate self and others and promote team working.
Able to manage own stress and stress of others within a demanding and very busy environment.
Benefits
PAM Wellbeing was born out of a need to support our customers and their employees from a holistic health and wellbeing perspective in 2009, expanding on the physical health and rehabilitation services that our occupational health sister company has expertly provided since 2004. Our suite of mental health, psychological and wellbeing solutions enables organisations the option to engage with a strategic wellbeing partner to support their employee's whole health and wellbeing needs, and for their employees to benefit from the multidisciplinary expertise of our extensive team.
Our values
Salary: Up to £40,000 per annum including allowance for evening and weekend cover when needed
Hours: 40 per week (Mon- Fri)9am to 5:30pm (flex required to support business needs.) Evening cover and Weekend Cover every other week required as point of contact to support team escalations or emergencies
Mandarin Court, Warrington 3 days Per Week, 2 days remote working (days to be agreed)
Role Overview
An exciting opportunity has arisen for the position of a Counselling Manager who will be responsible for the leadership and management of the EAP helpline team. The role is to ensure delivery of services of the highest quality to PAM Wellbeing clients, in line with our robust clinical and operational standards.
Main Duties And Responsibilities
Lead a team of EAP counsellors and case workers
Driving outstanding results through team performance, enabling all of the team to achieve daily goals, reviewing this on an intraday, daily, weekly and monthly basis.
To drive performance across the EAP helpline team to deliver the highest level of support to all our PAM Wellbeing service users in a timely manner, driving productivity, performance against key metrics, achieving best service for clients against key SLA’s.
To support the team and give clear guidance on risk and/or safeguarding cases ensuring policies are adhered to at all times, driving consistency and safe practice.
To provide clinical leadership, debriefs, and day to day guidance whilst driving a ‘Can Do’ ethos across the team
To help transform and grow the EAP service, develop the service by providing clients various ways of accessing support and therapy, via our helpline and digital platforms.
Increase efficiencies within the team, creating a client centric approach, ensuring a high degree of team compliance with all protocols and processes, ensuring team deliver against business plans and strategy.
To maintain clinical and operational oversight of policies and protocols, ensuring team compliance and awareness of key protocols, whilst working cross-departmentally ensuring consistent approach achieved where needed.
Assist the Head of EAP Operations with the development and continuous improvement of services, primarily in the clinical operational management and development of the EAP team.
Complete monthly audits, providing qualitative in the moment coaching to enhance the quality of service to our clients.
Ensure team absence management procedures are adhered to within a timely manner.
Deliver induction training for new EAP colleagues, and shape and deliver training programme for existing team members, including counsellors and case workers. Identifying training needs and matching accordingly.
Develop and deliver training plans, including mandatory training required, providing staff the tools to carry out their role safely, robustly, meeting clients needs at every level.
Attend customer quarterly meetings to provide high level insight and act as a point of contact for any clinical queries.
To act as a key point of contact for senior leadership team and stakeholders, acting as a key focal point for problem solving and maintaining clinical standards across the operation, including handling of client escalations and complaint resolution.
To deputise for Head of EAP Operations and step up in their absence, reporting to senior leadership team and providing support as and when needed.
To support business continuity plans, service levels, taking flexible approach to lead and respond to clients needs including supporting team on adhoc basis when demand requires, including helpline support and assessments
About You
An experienced & proven People Manager, with experience of managing teams, driving performance management culture, including personal development plans, conducting 121’s, annual performance reviews, team meetings and supervision.
Experience of working with senior stakeholders & senior leadership team, must have excellent communication skillset, and experience of working directly with senior key stakeholders and clients, leveraging relationships and being key point of contact for service delivery.
Experience of working in an EAP operation, managing both Clinicians and Support Team Members - Desirable.
Analytical skillset with proven ability to interpret data and M.I., with ability to identify areas for improvement and tackle issues proactively that arise, with client centric approach, delivering outstanding client and people results.
Experience of delivering training, induction training and creating training plans, enabling teams to grow and build on existing knowledge base for continuous improvement and delivery of service.
Proven ability of driving a ‘Can Do’ ethos within a team, strong motivational, engagement skillset, enabling others to perform at their best, with demonstratable track record of team success.
Qualifications And Skills
Diploma in Psychotherapy - Essential.
Psychology/Psychotherapy Degree - Desirable
ILM Level 4 Leadership & Management - Desirable
A background in Psychology /psychotherapy is desirable.
Background of working with trauma is desirable.
Excellent interpersonal communication, interaction and negotiation skills, highly confident with networking with others including client / stakeholder relationship skills.
Ability to motivate self and others and promote team working.
Able to manage own stress and stress of others within a demanding and very busy environment.
Benefits
- Auto-enrolment pension contribution
- You will have a life insurance scheme valued at 4 x your annual
- 25 days annual leave plus x8 bank holidays
- Health Cash Plan Scheme, which covers you for things like Opticians, Dental Treatment and even Physio if needed!
- Flexible Working Hours
- Access to a 24/7 EAP Counselling line and a 24/7 GP line
- Amazing discounts on things like food and drink, retail, and days out, all through our rewards scheme.
- We’ll also pay for your professional registration fees and support you with your revalidation and CPD.
- Funding support with Training and Development
- Group Income Protection
- Option to buy and sell x5 days annual leave per annum
PAM Wellbeing was born out of a need to support our customers and their employees from a holistic health and wellbeing perspective in 2009, expanding on the physical health and rehabilitation services that our occupational health sister company has expertly provided since 2004. Our suite of mental health, psychological and wellbeing solutions enables organisations the option to engage with a strategic wellbeing partner to support their employee's whole health and wellbeing needs, and for their employees to benefit from the multidisciplinary expertise of our extensive team.
Our values
- Giving clients the reason to choose us to provide their services
- Providing the highest levels of service to every client every day
- To always give clients value for money
- To be the best we can be every day
- To be the UK's go-to company for proactive and reactive mental health solutions
- To help organisations and their people thrive, by providing proactive and reactive mental health solutions. To restore the mental health of our nation
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