Head of Clinical Support

Compass Associates are exclusively partnering with a well-established and growing provider of workplace mental health and wellbeing services to recruit a new Head of Clinical Support, due to internal promotion. As Head of Clinical Support, you'll provide strategic leadership across Clinical Support and Customer Service teams, ensuring outstanding operational performance, clinical governance and customer experience. You will act as a point of escalation for the network of Counsellors where you will support and provide senior advice to client queries. Working closely with the other Heads of Department you will have oversight of a substantial network of associate Councillors and clinicians where you'll lead on safeguarding, quality assurance and clinical risk. While maintaining strong clinical credibility is important, this is predominantly a strategic leadership role focused on operational excellence rather than hands-on clinical practice.

Responsibilities

Provide senior clinical advice to EAP Helpline Counsellors on high risk or complex calls; Ensure robust clinical governance, safeguarding and risk management processes; Drive performance against service level agreements and customer experience metrics; Lead complaint resolution, incident management and clinical escalations; Develop workforce capacity planning and associate engagement strategies; Analyse performance data and management information to identify improvement opportunities; Work collaboratively with senior stakeholders across the business to enhance service delivery; Represent the organisation at client meetings and support commercial opportunities where required

Requirements

Registration as a Counsellor, Psychotherapist or another relevant healthcare professional (other registered clinical backgrounds will be considered); Significant senior leadership experience within mental health, EAP or comparable clinical services; Experience managing multidisciplinary teams and/or large associate clinician networks; Strong understanding of safeguarding, clinical governance and risk management; Experience driving operational performance, service quality and continuous improvement; Excellent stakeholder management skills with the confidence to engage senior leaders and clients; A proactive, commercially aware approach with the ability to identify solutions and lead positive change

Benefits

Hybrid working (minimum three days per week in the Warrington office); 25 days annual leave plus bank holidays; Exceptional pension scheme with employer contributions of up to 18%; Health Cash Plan; Life Assurance; Virtual GP; Employee Assistance Programme; Perkbox benefits platform; Buy & Sell Annual Leave Scheme; Group Income Protection; Electric Vehicle Salary Sacrifice Scheme