Service Manager

About Families Out Loud

Families Out Loud is a growing Wiltshire-based charity that supports families affected by a loved one’s drug or alcohol use. We provide non-judgemental, stigma-free spaces for people to speak out, connect, and heal. As we expand our reach and deepen our impact, we are investing in our infrastructure to ensure our operations reflect the care and integrity at the heart of our mission.

About the role

We are seeking an experienced Service Manager, who is either BACP (or similar) registered, to join the team. Working closely with the Board of Trustees, you will manage our client services and counselling support team, whilst maintaining a small caseload.

This is a key role for someone who thrives in a purpose-led environment and wants to make a direct impact in the field of family addiction. Committed to our Purpose, Vision, and Values, your work will help to secure the charity’s continued growth and future success.

Key responsibilities

·      Manage the full client journey, from initial enquiry to end of support

·      Lead and support a team of freelance counsellors (supervision, coordination, oversight, wellbeing awareness)

·      Maintain a small client caseload as agreed with trustees

·      Ensure safeguarding concerns are managed appropriately and in line with policy

·      Oversee use of practice management systems (clinical and administrative)

·      Ensure accurate, secure and GDPR-compliant record keeping 

·      Provide a monthly service report (activity, KPIs and administrative)

·      Review and authorise counsellor timesheets and invoices

·      Contribute to the ongoing development and improvement of the service

What we’re looking for

·      A minimum of 5 years’ counselling experience

·       A minimum of 2 years’ management, supervisory or service leadership experience

·       BACP registered (or equivalent professional body)

·       Strong understanding of safeguarding and working with vulnerable individuals/ families

·       Excellent interpersonal skills and ability to build trust quickly

·       Strong time management and organisation skills

·       Ability to manage multiple priorities in a flexible, part-time role

·       Understanding of the impact of addiction on families