Business Support Manager: Counselling Services West

Information

This is a new and exciting opportunity for someone who values relationships and is reliable, friendly and committed to helping us develop counselling services. CrossReach Counselling Services in Scotland have recently undergone a strategic review to ensure a strong and sustainable platform for growth into the future.

We are looking for someone who can work to the highest professional standards to ensure that CrossReach Counselling Services are a place of excellence. The person will be committed to Christian values and provide a business support function to staff and volunteers working therapeutically with clients and their families ensuring that we continue to achieve good outcomes for those using our services

Our counselling services are COSCA recognised and are as such held to a high ethical standard, embracing robust arrangements to maintain appropriate confidentiality, respect for diversity and for the dignity of everyone. The job holder will be responsible for working in partnership with colleagues in supporter development to maximise income for the service and will have direct line management responsibility for one key support role (for example, training coordinator) as well as for admin staff.  This post is based in Glasgow with line management responsibility for admin staff in the north of Scotland.

Salary is pro rata of 40 hours per week.  This is a temporary post for one year.

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