Service Delivery Team Manager

Summary

Join Kooth, a leading digital mental health platform, as a Service Delivery Team Manager. This fully remote, 12-month fixed-term contract involves managing a team of online practitioners, fostering a positive work environment, and ensuring high-quality service delivery. Key responsibilities include team management, performance monitoring, data analysis, and service development. The ideal candidate possesses a relevant professional qualification, team leadership experience in mental health, and excellent communication skills. Kooth offers a comprehensive benefits package, including a competitive salary, generous annual leave, clinical supervision, training, and various wellness initiatives.

Requirements

• A relevant professional qualification/degree such as social care, mental health nursing, counselling, social work, psychology or equivalent professional qualification; or qualified by experience in previous roles
• Experienced in leading or managing teams in the field of Mental Health or other relevant adult services
• Excellent communication skills, a team player who will be an integral part of the Service Delivery management team
• Ability to demonstrate leadership skills within a team or project
• Knowledge and Training In Safeguarding & Child Protection

Responsibilities

• Provide management, support and development to a diverse team of Emotional Wellbeing Practitioners and Counsellors
• Establish and deliver 1-2-1s with team members and team business meetings on a regular cadence
• Foster a collaborative and supportive team environment that promotes professional growth and development
• Engage team members to provide a continually improving and quality service to our users
• Review, monitor and manage any HR relations with individuals with support from your line manager and the People Team and support the wider department where needed
• Ensuring compliance with Kooth policies and procedures, whilst making sure relevant risks are flagged and mitigated
• To work in co production with the Clinical Team to ensure the delivery of clinical excellence and safe practice
• Lead recruitment including, but not limited to, shortlisting and interviewing and onboarding of new practitioners supporting and monitoring performance through probation
• Support the practitioners with the management of cases, extensions and reviewing support in collaboration with clinical colleagues adhering to new pathways guidelines
• Use performance data and key performance indicators to support team members in delivering high quality interventions for our service users
• Collect, analyse and interpret data relevant to service delivery, outcomes, and team performance. Prepare regular reports for management and key stakeholders
• Monitor and evaluate the quality and effectiveness of online services provided by the teams to ensure adherence to company protocols, evidence-based practices, and ethical guidelines
• Set performance expectations in line with the performance framework, provide regular feedback, and conduct performance evaluations for team members
• Manage and action service user feedback and develop case studies for commissioning reports
• Support the wider SD Management team to identify areas for improvement and make recommendations for service enhancements
• Report on team level performance, identifying trends driving operational improvements where and when needed
• Stay informed about the latest research, best practices, and technological advancements in digital behavioural health services. Contribute to the development and enhancement of company policies, procedures, and service delivery models where relevant

Preferred Qualifications

• A relevant professional mental health qualification and demonstrable experience
• Data literate; confidently analyse and use data in a meaningful way to map demand, resources, trends and areas for further improvement
• Ability to solve problems, manage complex problems and deal with critical situations in a calm and effective manner
• Safeguarding and risk management interventions training

Benefits

• Annual leave: Generous annual leave package
• Clinical Supervision and in-house clinical support: all paid for and monthly
• Training: A full training programme to get you started
• Free CPD: Yearly professional training programmes structured around you
• Pension: Pension contributions
• LTIP: Eligible for the annual award of Long Term Incentive Plan (shares)
• Healthcare Package: Healthshield
• Wellness days
• Life Assurance (4x Salary)
• Group Income Protection - long-term sick insurance policy