EAP Team Leader

The PAM Group
Warrington, UK
18 Sep 2019
25 Sep 2019
Contract Type
Full Time
EAP Team Leader - Warrington

4 x 10 Hour Shifts Over 7 Day Period

Excellent Salary and Benefits Package

Due to recent expansion, we are currently looking to recruit a Full-Time Team Leader to provide support services from our Warrington Clinic. PAM Group is a Health and Wellbeing provider, which provides a variety of services to clients based throughout the UK. The services include Occupational Health, Counselling and Physiotherapy.

This role will be working within our Employee Assistance Program Service, which provides 24/7 counselling support over the phone for our clients. You will be looking after a team of counsellors, call handlers and support staff ensuring that we are delivering a consistent service in line with our company values.

Key Responsibilities;
  • Managing a team of EAP Counsellors, Call Handlers and Support staff, providing leadership and supervision, whilst driving a 'Can Do' ethos across the team.
  • Assist the Operations Manager with the development and continuous improvement of services, primarily in the operational management and development of the EAP team.
  • To be responsible for the operational management of the team, including day to day delivery of a world class service for our clients.
  • Drive performance of team, creating a client centric approach, ensuring a high degree of team compliance with all protocols and processes, ensuring team deliver against business plans and strategy.
  • To act as a key point of contact for senior leadership team and stakeholders, acting as a key focal point for problem solving and maintaining clinical standards across the operation, including handling of client escalations and complaint resolution.
  • To monitor progress of 'RedFlag' cases and high risk situations, ensuring resolution achieved within key timescales.
  • To develop and foster outstanding working relationships with clients and stakeholders of PAM Assist
  • To deputise for Operations Manager and step up in their absence, reporting to senior leadership team and providing support as and when needed.

Key Skills & Experience;
  • An experienced and proven People Manager, with experience of Managing Teams and driving performance management culture, including personal development plans, conducting 121's, annual reviews and team meetings.
  • Experience of working in an EAP operation, managing both clinicians and support team members is desirable but not essential
  • Proven ability of driving a 'Can Do' ethos within a team, strong motivational, engagement skillset, enabling others to perform at their best, with a proven track record of team success.
  • Experience of working with senior stakeholders & SLT, with an excellent communication skillset, and experience of working directly with senior key stakeholders and clients.
  • Analytical skillset with proven ability to interpret data and M.I., with ability to identify areas for improvement and tackle issues proactively that arise, with client centric approach, delivering outstanding client and people results.
  • Excellent interpersonal communication, interaction and negotiation skills, highly confident with networking with others including client / stakeholder relationship skills
  • Good IT skills, familiar with MS Office, Word and Excel

  • Working 4 x 10 hour shifts over a 7 day period - 40 hours per week in total
  • Working 10 hour shifts between the hours of 6am and 10pm
  • You must be able to cover all shifts over the 7 days including weekends and bank holidays. Rota will be given in advance

Benefits Package;
  • Pension Scheme - We pay your auto-enrolment pension at 8% total
  • Health Scheme - Opticians, Dental, Physio & more!
  • 24/7 Doctor helpline - book a Telephone or Video Appointment with a GP
  • Employee Assistance Program - 24/7 telephone counselling helpline
  • Life Insurance Scheme - 4 x your annual salary
  • 25 Days Annual Leave
  • Training and Development opportunities

If you feel this role would be suitable for you, apply now!

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