We are looking for an experienced Administration and Systems Manager to join our enthusiastic and friendly Operations team. Help Counselling is a small Mental Health charity providing one-to-one counselling, both in person and online to adults over 18. We are also a well-established clinical training placement provider for trainee counsellors and psychotherapists studying with prestigious training organizations in London.

About Help

Help Counselling is well-established Mental Health Charity with a heritage of over 50 years. We provide training placements for clinical supervisors, counsellors and psychotherapists who need to gain clinical experience to qualify (or further qualify) and be registered with one of the industry professional bodies such as, BACP or UKCP. For ethical reasons, the work trainee counsellors / psychotherapists do is unpaid, i.e., they must volunteer their time.

This volunteer model enables Help to fulfil its charitable aim of providing low-cost counselling services. It can take between 3-5 years to qualify, and our training placements are for minimum of 12 months meaning we can also provide clients with long-term help. Having consistence and continuity plays a pivotal role in building a safe, therapeutic, and trusting alliance between the counsellor and client.

The blend of low-cost and long-term talking therapy is much needed in a time of increasing demand for mental health support and increasing complexity of presenting issues.

About the job

The purpose of this role is to manage the daily administrative operations and a small administration team of 2 people. The objective being to ensure that we meet our monthly targets, are compliant with the requirements of BACP, run efficiently and deal with exceptions in a timely, ethical, and effective manner.

Currently our client volumes are between 250-350, we have approximately 90 counsellors and clinical team of approximately 20.

We operate a number of cloud-based IT systems and have outsourced HR and Finance functions.

Key responsibilities

Team management

Directing the team to make sure work is scheduled, fully completed and managed efficiently.

Line managing and coaching team members to achieve their objectives and develop their skills, confidence and abilities.

Systems management.

Managing the impacts and interactions between processes and systems which can be complex and far reaching.

Monitoring and ensuring all systems used are accurate and up to date, performing, interpreting and following up on system audits.

Information review, reporting and continuous improvement.

Create, review and report on operational data and use this information to solve potential problems or strengthen business performance.

Evaluate processes and policies, look for and make improvements as necessary. Ensure that processes and policies are easy to understand and up to date.

Stakeholder management

Provide a point of escalation and decision-making for queries arising from clients, counsellors, supervisors, training organizations and other stakeholders.

Quality of service

Ensure all queries and contacts are dealt with professionally, accurately and promptly.

Manage all aspects of the administrative tasks and process required.

The Candidate

Education & experience: 5-6 years’ administrative, operations, customer service and supervisory experience, ideally within the charity or not-for-profit sector.

Skills:

· Ability to analyze information and develop practical solutions.

Planning, critical thinking, problem solving, and task and time management skills.

· Interpersonal, line management, coaching, and verbal and written communication skills.

· Technical expert on MS Office suite and hands-on experience of CRM and / or clinical management system.

· Knowledge / experience of Jot Form (Power forms or equivalent), Stripe and DocuSign will be advantageous.

About you:

· Self-motivated and able to work on your own initiative.

· Well-organized with ability to analyze information and problem-solve, work at pace, work flexibly and priorities effectively.

· Excellent attention to detail, thorough and accurate.

· Proven track-record in high quality customer service skills, confident on the telephone.

· Quick to learn new systems and proficient with technology



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