Overnight Counselling Manager

2 weeks ago

London, United Kingdom The Portfolio Group Full time
Job Overview

This is an exciting opportunity to support and coach a small team of frontline overnight counsellors within a fast-paced environment. The role requires high levels of professional standards whilst working in a telephone environment, adhering to Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

Responsibilities
  • Overall responsibility for the overnight running of the Employee Assistance Programme (EAP) department and responsibility for daily efficiencies of the night team.
  • Supporting 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.
  • Providing daily, weekly, monthly reports to the Head of Counselling as required.
  • Monitoring, mentoring and ensuring counsellors are working in line with clinical governance and the daily goals set out within internal policies.
  • Implementing and maintaining new daily goals based on data from workforce planning and ensure all team members are managed appropriately in line with performance management protocols.
  • Taking responsibility by ensuring all calls are being handled effectively and efficiently with no unnecessary delays.
  • Identifying areas of learning and amongst the team and ensure relevant training is provided.
  • Assisting with the investigation and outcome of service issues.
  • Ensuring 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.
  • Increasing 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%.
Requirements
  • Pro-active and self-motivated attitude.
  • Professional and outgoing personality, with strong organisational skills.
  • Ability to inspire team members and encourage productivity and clinical excellence.
  • Ambitious with the determination to succeed.
  • Proven experience within a professional and fast-paced work environment.
Benefits
  • 25 days' holiday, plus bank holidays.
  • Holidays increase after 2- and 5-years' service.
  • Day off on your birthday.
  • Private medical insurance.
  • Cash plan.
  • Pension Plan and Life Insurance.
  • Access to Employee Assistance Programme.
  • Company incentives & access to discount schemes.
  • 100% funding for professional registration fees.
  • Support with revalidation and CPD.
  • Funding support with training and development.

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