Job Title: Service Manager

 

Salary: £35,000 FTE (35-hour week)

Hours: Part-time, 20–25 hours per week, worked flexibly over at least 4 days. Some evening work will be required. Other working patterns will also be considered.

Contract: Rolling monthly contract to start as soon as possible

Closing Date: Sunday 22 March 23:59

Location: Reigate/Hybrid, with occasional work at other local delivery locations.

 

To Apply: Email your CV to Debbie Holden, CEO, at debbie.holden@surreycm.org.uk

 

Purpose and Dimensions of the Role

The Services Manager is responsible for the day-to-day management and delivery of Surrey Counselling & Mediation’s services and operations. At the time of writing, these services are:

 

•       Adult Relationship Counselling

•       Individual Counselling

•       Psychosexual Therapy (PST)

•       Family Counselling

•       Family Mediation

•       Young People’s Counselling, sometimes delivered in schools

•       Education & Training workshops

 

These services are mainly provided to people living in Surrey, with an established office and counselling rooms in Reigate. Face-to-face delivery also takes place in Epsom, and some sessions are delivered online. To meet client demand, most sessions take place in the early evening.

 

The clinical staff team comprises part-time clinical supervisors, counsellors and mediators, alongside counsellors contracted on a self-employed basis. There is one member of part-time support staff. The organisation is supported by volunteers in roles including charity shop, fundraising, premises and reception. A bookkeeper is contracted to provide financial support. Surrey Counselling & Mediation also operates a charity shop in Woodhatch, Reigate, which generates essential funds for the organisation.

 

Surrey Counselling & Mediation is registered with the Charity Commission for England and Wales and at Companies House and is governed by a voluntary board of trustees who also act as directors.

 

Accountability and Context

The Services Manager is accountable to the Board of Trustees for the delivery of Surrey Counselling & Mediation’s activities and services. In practice, the Chair of Trustees acts as the line manager for this role. The Services Manager works within policies set by the Board, and in line with best practice guidance from the Charity Commission, BACP and other relevant bodies.

 

Responsibilities

Core Management

1.     Plan, manage and coordinate the day-to-day activities of Surrey Counselling & Mediation, reporting to the Board of Trustees as appropriate.

2.     Manage all employees, contractors and volunteers associated with Surrey Counselling & Mediation, supported by the HR Officer.

3.     Act as the primary point of contact for new and existing clients, including appointment booking, managing cancellations, problem-solving and appropriate client-to-counsellor matching.

4.     Manage counselling service appointments efficiently, with a view to maximising capacity and income.

5.     Manage the charity shop and other retail activities to maximise income, supported by the volunteer team.

 

Working with the Board of Trustees

1.     Provide regular service updates to the Board and attend all trustee meetings, unless excused by the Chair.

2.     Identify issues with policy or practice implications and bring these to the Board’s attention with relevant information and recommendations.

3.     Liaise with the Board on matters concerning the management and direction of the organisation.

4.     Implement the organisational strategy as agreed by the Board of Trustees.

5.     Support the Chair of Trustees to recruit and induct new trustees as required.

6.     Organise trustee meetings and ensure they are properly serviced, including preparing and circulating papers.

 

Service Provision and Development

1.     Ensure services are high quality, accessible and relevant to all members of the community, and in line with guidance from Relationships England.

2.     Monitor the delivery and outcomes of services regularly, including data from the Zanda appointments system and client surveys.

3.     Report service usage to the Board and prepare information for commissioning bodies or funders as required.

 

Health, Safety and Safeguarding

1.     Ensure a Health & Safety policy is in place in accordance with current legislation and local requirements, and that it is adhered to.

2.     Hold the role of Designated Safeguarding Lead (DSL), maintaining current training and fulfilling all associated responsibilities. (See Designated Safeguarding Lead section above.)

 

Financial Management

1.     Work with the bookkeeper and Treasurer to support preparation of the annual budget, annual report and accounts.

2.     Manage the organisation’s finances within the agreed budget and report regularly to the Board.

3.     Maximise other income sources, including workshops, donations, retail and fundraising initiatives.

 

Marketing and Promotion

1.     Promote Surrey Counselling & Mediation’s services to prospective clients, including through social media.

2.     Build connections with partner organisations to raise the profile of the service.

3.     Manage and update the Surrey Counselling & Mediation website.

 

Human Resources

1.     Lead the recruitment and induction of all paid, contracted and voluntary staff.

2.     Ensure ongoing training, clinical supervision, non-clinical supervision and support are provided to all staff.

 

Legal Responsibilities

Manage the service in accordance with all relevant legislation and guidance, including information governance, equalities and employment law.

 

Other

Act as keyholder for Surrey Counselling & Mediation premises as required and attend in emergencies.

 

Person Specification

 

	Essential	Desirable
Experience
1. Managing service delivery in a client or customer-focused organisation.	Y
2. Managing staff including recruitment, induction, day-to-day HR and related responsibilities.	Y
3. Managing services to maximise income and reduce costs in line with budgets.	Y
4. Preparing budgets and accounts.		Y
5. Leading fundraising initiatives.		Y
6. Managing your own workload and working autonomously without direct supervision.	Y
7. Using an appointment-booking system, such as Zanda.		Y
8. Applying for funding and contracts.		Y
9. Working in partnership with other organisations, such as schools, to manage service delivery.	Y
Abilities
10. Able to influence, motivate and manage people in a changing environment with limited resources.	Y
11. Able to give presentations and communicate effectively both verbally and in writing.	Y
12. Able to implement equal opportunities and inclusive working practices.	Y
13. Able to manage projects, contracts, service developments and evaluate outcomes.	Y
14. Able to promote counselling services effectively to a range of audiences.	Y
15. Self-reliant in the use of Google Drive, Microsoft Word, Excel, Outlook, PowerPoint and Zoom, or equivalent software.	Y
Knowledge
16. Understanding of organisational change and business development.	Y
17. Understanding of the issues affecting voluntary and charitable organisations.	Y
18. Understanding of Company and Charity Law.		Y
19. Understanding of issues that affect counselling services and the people who use them.		Y
Other
20. Willing and able to work flexibly, including some evening and out-of-hours work.	Y
21. Current DSL (Designated Safeguarding Lead) training, or willingness to undertake accredited training upon appointment.	Y
22. Understanding of clinical governance in a counselling or similar setting.		Y