Tasks will vary from week-to-week depending on priorities, but regular tasks will include:
- Provide effective monthly line management to up to 3 employees
- Line Management tasks will include; coaching and performance development, probation reviews, 1:1’s, supervisions, team meetings, annual appraisals, development plans, identifying training opportunities/needs and responding to ad-hoc support requests.
- Ensure staff understand and follow organisation and department policies and processes, including prompt and accurate completion of assessments and other administrative tasks.
- Ensure excellence in the recruitment, training and ongoing support of volunteer counsellors including organising an annual volunteer development calendar and a celebration event.
- Work to implement and embed new HR handbook and associated policies
- Work to implement service agreements
- Support the Service Director as the day to day operational arm of the organisation
Service day to day management
- Coordinate, manage and lead a safe, professional and accessible suite of services
- Develop and review appropriate contracts, policies and procedures, including referral, cancellation, assessment, financial and administrative procedures
- Support the implementation of internal digital transformation – a new CMS is being installed and this post would be one of a few system champions identified
- Ensure the organisational team carries out the following duties:
- Client access channels are responded to immediately with appropriate information;
- Support the administrative process for allocation and booking in clients for assessments;
- Support the process for administrative aspects of allocate/book in clients to suitable counsellors
- Oversight of the waiting lists
- Ensure service outcomes and outputs are effectively monitored and evaluated and prepare service statistics monthly.
- Respond to information requests from staff, clients or external organisations efficiently in a timely manner.
- Keep bookings/diaries/room allocations up to date and keeps clients informed of where they are within any waiting lists (if appropriate).
- Hold regular team meetings with both staff and volunteers to collaborate, discuss and agree upon any required changes to service specifications and communications in association with clinical colleagues
- Ensure Somerset Counselling Centre retains organisational membership of BACP alongside clinical colleagues
- Ensure all clients have terms and conditions of service/agreements/contracts signed and signed GDPR consents are also in place
- Ensure that the counsellor’s ‘agreement of services’ are kept up to date, that all counsellors have clearly explained the terms and conditions of service to clients who have signed the relevant administration forms and have agreed to have their fees collected as agreed.
- Support the finance co-ordinator to manage income from counselling clients either via card, charity checkout or similar and ensure all money fees are kept surely and banked where appropriate.
- Monitor all client records are kept in line with all Somerset Counselling Centre GDPR policies and procedures.
- Work with the business plan to implement business as usual growth trajectory
- Manage sales and marketing requirements including meeting new client targets and social media presence and management daily
- Work with the Clinical Lead and Service Director to manage the services across the organisation effectively and in line with organisational values and performance KPI’s within the dashboard.
- Continuously develop and implement a business plan and a sustainable business model for our counselling services to thrive
- Attend and participate in any reviews of project work
- Monitor grants and collect evidence against KPI’s for end of grant/funding reports and evaluations – write up reports in collaboration with Service Director.
- To interpret performance and impact data and be responsible for reporting against service targets to the Service Director as and when required.
- To continually drive enhancements to operational effectiveness and maximise outcomes against targets from service delivery.
- To support the Service Director to mobilise new services in line with agreed project plans.
- To pro-actively develop relationships with internal and external stakeholders in order to improve and develop service provision for people with mental health needs.
- Offset any gaps/shortfalls in counselling income generation forecasts by writing, or assisting in writing bids, for grants and trusts fundraising and meet annual targets to be able to support low cost counselling increases
- Manage the counselling budget, including forecasts and income targets; collaborating with the Operations and Finance coordinator, and Service Director as required.
- Client fee generation; working with the Senior Clinical team ensuring all counsellors follow protocols and adhere to policies regarding fees.
- To work with the Service Director and Service Delivery Manager to ensure sound day to day financial management and work within agreed operational budgets; contributing to the annual budgeting cycle.
Quality and Compliance
- Ensure Safeguarding is maintained within services and monitored
- Ensure GDPR and Health and Safety policies are updated and implemented
- Premises compliance and fit for purpose is maintained
- Support the mandatory online training modules for safeguarding, information governance and record keeping as minimum for all and report on compliance
- To support the Clinical team or Service Director to draft and update operational policies when required and ensure a consistent approach throughout the organisation.
- Ensure that client complaints are investigated and dealt with appropriately in association with the Service Director
Service User Involvement
- To ensure high levels of meaningful service user involvement in service provision; responding to the needs of service users locally.
- Ensure bi-annual service users satisfaction surveys are undertaken and end of counselling client feedback collated.
- Review client evaluation and feedback to maintain and improve provision of service.
- Use client evaluation as evidence of efficacy of service for funding opportunities.
- Attend meetings and action tasks as appropriate.
- Represent Somerset Counselling Centre at external meetings as agreed with the Service Director
- Work alongside line managed staff; establishing proactive working relationships
- Work closely with colleagues to ensure operational issues are co-managed effectively
- Assist the Service Director to produce quarterly Operations reports for the Board of Trustees.
- Keep the Service Director fully informed of matters relating to operational delivery.
- To support the Service Director in the delivery of the organisational strategy with the aim of ensuring the sustainability of Somerset Counselling Centre
- Contribute to team meetings, counsellor meetings with both staff and volunteers to collaborate, discuss and agree upon any required changes to service specifications and communications
- Attend elements of Trustee meetings if required
- Confident and positive representations of self and SCC externally to promote the work of psychodynamic therapy
- Undertake such duties not included in the job description relevant to the level of role as reasonably discussed with clinical lead and service director
- On occasions this might involve out of core hours working and a willingness to work flexibly
The person specification seeks to define a person most likely to be suited to the job of Somerset Counselling Centre: Business Manager. Candidates are required to meet all the essential conditions and requirements listed (E) and the majority of the desired requirements (D). Please refer to these conditions and requirements in your supporting statement that accompanies your application as they will be used to help select candidates for interview.
- Positively supports the aims and work of the Somerset Counselling Centre (E)
Qualifications and experience
- Recognised management qualification (Diploma) or equivalent and up to date experience of 5 years (E)
- Significant safeguarding experience (E)
- Sales (income generating) experience (E)
- Marketing experience and newer digital platforms (E)
- Experience of managing budgets (or other similar budgets) including annual budget forecasts and planning income targets. (E)
- Experience of bid writing/ applying for grant funding from Trust and Foundations and/or local Council funding pots. (E)
- Experience of delivering talks and presentations. (D)
- Significant experience of managing, motivating, developing and training staff/volunteers (E)
- Developing and implementing policy and procedure. (E)
- Compiling and interpreting performance data and reporting against service targets. (E)
- Successful track record in planning and project management. (D)
- Knowledge of and empathy for the issues facing people with mental health problems. (E)
- Knowledge of the day-to-day application of relevant legislation e.g. GDPR, Health and Safety, Equality and Diversity, Safeguarding, HR Practice. (E)
- Knowledge of BID writing or equivalent ability (E)
- Knowledge of sales and marketing
- Excellent communication skills and able to communicate effectively to a variety of audiences. (E)
- Skilled in promotion and communications around sales/income generation campaigns including; new digital platforms externally social media, website management and production of leaflets and posters. (D)
- Commitment to service user involvement and able to work with service user groups to develop this. (E)
- Is committed to working to create equal opportunities for all people (E)
- Commitment to working within the policies of Somerset Counselling Centre including equal opportunities and confidentiality. (E)
- Positive attitude, passionate about working for Somerset Counselling Centre and able to inspire people to higher levels of performance. (E)
- Team player and able to form positive, professional relationships with staff at all levels. (E)
- Able to work effectively with external stakeholders and the Board of Trustees. (E)
- Creative approach in identifying appropriate opportunities to take Somerset Counselling Centre forward. (D)
- Strong organisational skills and able to take control of own workload and meet deadlines. (E)
- Confident in challenging poor performance assertively, constructively and successfully. (E)
- High professional standards and the ability to communicate these clearly to others. (E)
- IT literate to aid communication and analysis of data. E.g. Excel formatting/formulas word tables/publications and use of Microsoft Teams. Work with a CMS essential (E)
- Willing to undertake training and development. (E)
- Access to own vehicle with appropriate licence and insurance
The client requests no contact from agencies or media sales.