Service Manager

The key duties associated with the role include:

Operational Management

• Oversee the day-to-day operations of Head Office and regional counselling facilities, ensuring that all clients receive high-quality care and support. This includes, managing appointment systems, Client records, and other administrative tasks.

Management of staff

• Provide clear leadership and oversee the supervision of all staff within their sphere of responsibility.
• Effectively supervise a team and to provide advice, guidance and support when required.
• Maintain good morale amongst the staff under his/her leadership through effective feedback, positive relationships and effective role modelling.

• Ensure that all counselling staff are adequately trained maintaining their practice through regular audit, updates and supervision.

Business Planning

• Contribute to the vision, strategic and operational plans and policies for identified services and ensure they are communicated to all staff for whom the post holder has responsibility.
• Developing and implementing business strategies to improve efficiency and Client experience.

Compliance

• Work closely with the senior team to develop and implement policies and procedures to ensure the smooth operation of the counselling facility.
• Be responsible for ensuring that services fully meet professional regulation, organisational and governance standards.

IT Management

• Overseeing the CRM system and other MIS systems. 

Client Experience

• Develop and implement relevant support mechanisms and services to improve Client experience.

Communication

• Develop and maintain relationships with key stakeholders, other healthcare professionals, further education establishments and community organisations.
• Establish and maintain a network of referral agencies.
• Organise professional outreach services at key locations.
• Ensure appropriate systems are developed and operational to facilitate dissemination of information across areas of responsibility.

Other

• Monitor and report on the performance of the counselling service, using data to identify areas for improvement and implement changes as needed.
• Lead Safeguarding processes and conduct serious incident reviews.
• Coordinate learning recommendations from external bodies and funders requirements and promote, develop and facilitate a learning culture within the clinical areas.
• Lead on service complaints and report findings and corrective actions to Executive Director.
• Weekly review of categorisation of high/medium/low risk assessments.            

• Represent the organisation at appropriate meetings, forums and networks.
• Assist in the planning and preparation of meetings, attending when required and reporting when necessary.
• Promoting the success of PIPS model to other organisations.
• Support Executive Director with funding provider meetings.
• Any other reasonable management request.

ESSENTIAL CRITERIA:

Qualifications

• Educated to degree level OR 4 years relevant experience successfully managing a staff team.

Experience

• Experience working with the public.
• Experience of direct line management.
• Proven organisational ability and ability to co-ordinate diverse activities and tasks.
• Experience of working in/with and talking to groups.
• Experience and proficient with administrative systems including use of databases and Microsoft Office.
• Experience in working with statutory and voluntary agencies.

Skills and Attitudes

• Ability to effectively lead, inspire and guide a team towards success.
• Ability to plan, manage, monitor and self-motivate and to build good working relationships with individuals and organisations.
• Excellent communication skills.
• Personal enthusiasm and a realistically positive attitude.
• Capacity for innovation and problem solving.
• Ability to work as a member of a team.
• Ability to maintain strict confidentiality and appropriate boundaries in all matters related to their work.
• Flexible attitude towards working hours to meet clients’ needs and as demanded by requirements of the job.

To apply for this role, you must have a full driving licence and access to a motor vehicle or have access to a means of transport.