Business Support Manager

Information

CrossReach, one of Scotland’s leading social care providers, have a recruitment opportunity for an experienced Business Support Manager to lead our Counselling Support and Administration Team based in Edinburgh.

 

CrossReach has Counselling Services located across Strathclyde, Lothian and the North, supporting mental health and wellbeing. Together we offer a broad range of face to face and distance counselling for adults and families, including, perinatal, workplace, relationship, substance use, and children and young people services, as well as counselling in schools.

For you, this is the chance to use your breadth of business administration and management expertise and experience, to lead and development our highly valued of the administrative support team. A key role will be working in partnership with our counselling teams to ensure the highest professional standards for our clients.

This work can be challenging as well as fulfilling. At CrossReach, we place empathy and understanding at the heart of everything we do. We value each individual – an approach we extend to all the people that use our services and all the people that work for us too. You will have access to extensive training opportunities and to be part of our uniquely supportive environment. CrossReach offers a benefits package which includes: employer contributory pension, healthcare scheme, generous holiday allowance and flexible working patterns where possible

What the team have to say about working for CrossReach:

"Just as CrossReach are there for their clients whatever their need is, they equally value their staff - there’s no cookie cutter approach as we’re all seen as individuals."

"People take the time to really get to know each other and the way we all work. You’re not forced to be a certain personality type, as they focus on people’s strengths."

"They cared about me beyond just the work I was doing. They helped me through the more challenging times in my transition to a new life. I have lifelong friends here and met people who have made a massive impact on my life."

This vacancy is for a full time post but we can be flexible and are open to job share/part time working.

Salary is pro rata of 40 hours per week for part time hours.

This post requires you to be a member of the Protecting Vulnerable Groups (PVG) Scheme and undertake the necessary vetting checks.

If you would like to talk to someone about the types of opportunities we have, or have any other questions, please contact recruitment.team@crossreach.org.uk.

Main Function

Reporting to the Managing Co-Ordinator, and working as part of a team with Counselling Managers based in the East or North and West, the Business Support Manager, will lead and develop a team of administrators in the fulfilment of the following:

Main Duties

Key Responsibilities

General

• Monitor and maintain all administrative processes and procedures for all services within scope.
• Ensure team is motivated to provide the highest level of service to all (staff, clients, volunteers and external third parties) providing effective coaching and guidance as required.
• Contribute to and maintain a culture of continuous improvement with changes being identified and implemented to achieve improved client satisfaction and efficiency.
• Join Managing Co-Ordinator and Counselling Managers in key operational and strategic meetings (eg project meetings, team meetings) to provide business support as required.
• Support planning and delivery of any new change or transformation initiatives.
• Facilitate and encourage growth in any income-generating initiatives (e.g. Training, EAP, Fast Track).
• To demonstrate and share christian love and support including sharing with others the leading of worship in accordance with crossreach policy and by ensuring all staff meetings are opened with prayer and bible reading.

Recruitment and HR Management

• Supporting Counselling Managers and Managing Co-ordinator in end-to-end staff and volunteer recruitment and induction; liaising with HR, other CrossReach stakeholders and external third parties as required (e.g. Disclosure Scotland).
• Recruit and maintain adequate levels of resource in the administrative team (staff and volunteers) to ensure full service coverage and achieve required service standards.
• Staff records (sickness/annual leave/TOIL) are maintained via HR21 and/or other relevant systems/processes.
• Undertake regular team 1:1s and annual appraisals.
• Ensure adequate opportunities for team to undertake CPD and other training opportunities.
• Build a multi-disciplinary and multi-skilled team to support any staff absence requirements.

Monitoring & Evaluation

• Ensuring systems and processes are in place across all services for regularly gathering and analysing service-user feedback, providing recommendations for improvements.
• Liaising with the Managing Co-Ordinator and Counselling Managers to ensure KPIs and key outcomes are set and monitored for all services.
• Management information systems are established and used effectively to routinely produce information and reports that inform the overall effectiveness of all counselling services.
• Liaison with Supporter Development (and other CrossReach stakeholders) to understand data requirements (e.g. service-specific information) and ensuring processes and systems are in place to gather and timeously provide the data as required.
• Local authority and other funder data/reporting requirements are understood and systems/processes managed and maintained to deliver to schedule.
• Production of annual review impact report for all services in scope.
• Supporting the Counselling Managers and Managing Co-Ordinator, through data analysis, identifying and flagging key risk areas for the service and potential opportunities.

Client Liaison & Engagement

• Managing initial referrals and the coordination of client waiting lists liaising closely with clinical managers and clients to keep them updated on status.
• Arranging initial appointments and assessments.
• Managing diary systems.
• Communicating new bookings and changes to existing bookings with staff, clients and volunteers.
• Maintaining accurate and up-to-date database of clients, volunteers, staff, suppliers and any other key third party stakeholders.
• To ensure a warm welcome to those visiting our premises and ensure adequate provision of reception service.

• Support the administrative process for the provision of Online Counselling.
• To uphold all Codes of Confidentiality, respecting staff and service user’s rights.  Adhering to archiving policy and having a regular and robust archiving process in place.

Supplies & Services

• Administrative support to clinical staff and volunteers is provided to a high standard.
• Stationery and supplies are maintained at an adequate level.
• Office equipment (including IT hardware) is organised and maintained.
• Oversee the creation of a warm and welcoming environment for all.
• Centres are well stocked with provisions (tea, coffee, biscuits, etc.) and all rooms are equipped to a satisfactory standard and monitor their use by internal and external groups.
• Management and liaison with key contractors (e.g. cleaners) reporting defects and ensuring a safe and clean environment throughout.
• To co-ordinate and manage room bookings throughout the building, liaising with internal and external customers.

Communications & Marketing

• Ensuring systems and processes are in place for gathering and distributing regular volunteer and staff communications.
• Supporting preparation and delivery of team events.
• Liaison with any external third parties as required.
• Planning/approvals, drafting content and scheduling regular release of social media and website-related content; liaising with business development and following brand guidelines.
• Ensuring that all leaflets and other marketing materials are kept up-to-date, well stocked and regular supplies issued to key external third party partners and other organisations.
• Coordination of networking events.

Budgeting and Finance

• Management and oversight of all finance-related tasks (e.g. invoicing, POs, petty cash and banking, Fast Track and Donation processing).
• Ensuring all finance-related processes and procedures are adhered to.

• With the Managing Co-Ordinator hold responsibility for jointly setting and managing the budgets for business support area, regularly monitoring that they are on track.
• Manage the business support service within agreed budgets.
• Support Counselling Managers in monitoring and tracking their budgets.
• Liaise with Finance Administrator and central services as required.

Health and Safety

• All CrossReach Health & Safety policies and procedures are implemented and adhered to.
• All staff and volunteers are familiar and up-to-date with the fire action plan and regular test drills are arranged.
• Premises are opened and closed within agreed timescales ensuring staff and buildings are safe and secure.
• Liaise with CrossReach Estates Department concerning the maintenance of the fabric of buildings.
• Act as first point of contact for any maintenance issues that arise in the building, gathering quotes/estimates and authorising work to proceed as required.
• Contractors who work within counselling premises, work in a manner that accords with CrossReach’s health and safety standards.
• IT and Telecoms services are monitored to ensure that service requirements are met.
• Risk Assessments are scheduled and are in compliance with Crossreach Policies and Procedures.

Qualifications

Essential:

• Degree or equivalent level of experience, in relevant discipline e.g. business administration/project management.

Desirable:

• An understanding/knowledge of therapeutic counselling.
• Full driving license.

Personal

As we do our work in Christ’s name the job you have applied for requires you to have a Christian faith and be able to work within and uphold our Christian Ethos (this is an ongoing occupational requirement under the Equality Act 2010.

Skills and Abilities

Essential:

Highly organised, with well-developed interpersonal skills, you will be an effective leader with proven experience of directing others within a busy office environment. You will have excellent communication skills, both orally and in writing and be able to adapt to the wide range of people who are in contact with our counselling services In particular, we would expect you to be:

• Proficient in Microsoft Office Suite and Adobe
• Experienced in management reporting systems and the effective use of databases
• Experience in delivering the highest level of customer service
• Effective budgeting and financial reporting skills

You will have gained experience in a similar social care environment (e.g. NHS, GP surgery) or in a commercial environment (eg call centre) and you will be proficient in the following areas:

• Customer Service
• Management and Leadership
• Financial controls