Service Delivery Team Manager - Kooth CYP

Job Title: Service Delivery Team Manager - Kooth CYP

Reports to: Service Manager

Direct Reports: Online Emotional Wellbeing Practitioners and Counsellors (Max 18)

Hours: 35 (Full time)

Fixed Term Contract (12 months)

This position is fully remote and our working hours are between 12.00pm to 10pm and weekend working 6.00pm to 10.00pm

Kooth is a fast-growing business with a social purpose. Listed on the London Stock Exchange (LSE:KOO), our mission is to provide welcoming and effective digital mental health support.

Working in partnership with the NHS, we are already the UK’s largest digital mental health platform for young people aged 10-25. We use the collective insight from over one million hours of professional support we have provided to guide people to self-help, community support, and professional help that matches their wants, needs, and goals in life.

Role Objective

Responsible for providing line management of Kooth’s online team of Practitioners who deliver our services to our users. You will create a positive working environment for your team; empowering, energising and holding your team to account in order to enable them to deliver a high quality, safe service.

Key Components

Management & Leadership - 60%

Analytics, Reporting & Insights - 30%

Service Developments - 10%

Main responsibilities:

Management & Leadership

● 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.

Analytics, Reporting and Insights

● 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.

Service Developments

● 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.

Requirements

Essential

• 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

Desirable

• 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

Please note the rota below is fixed for this postion:

Monday - 14:00-22:00, Tuesday - 09:00-17:00, Wednesday - 09:00-17:00, Thursday - 09:00-17:00, Friday - OFF, Saturday OFF, Sunday 14:00-22:00"

Benefits

• Salary: £34,848 (full-time equivalent) dependant on level of qualification and experience)
• 12 month fixed term contract of employment: Part-time 28 hours (salary pro-rata)
• Set weekly rotas: Afternoon, evening and weekend shifts (4 and/or 6-hour shifts, or split shifts)
• Service times: Rota hours during hours: 12pm - 10pm (Mon - Fri), 4pm - 10pm (Sat - Sun)
• Tech: A Kooth laptop for you to comfortably work from home
• 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

At Kooth, we are committed to fostering an inclusive and diverse workplace that values and embraces the unique contributions of every individual. We believe in equal opportunities for all, regardless of race, colour, religion, gender, gender identity or expression or sexual orientation.

Our dedication to creating a fair and unbiased environment is reflected in all aspects of our recruitment, hiring, and employment practices. We strive to provide a work environment that is free from discrimination, where every employee is treated with respect and dignity.

Request for Reasonable Adjustments:

We are dedicated to providing reasonable adjustments to applicants and employees with disabilities or individuals who require accommodations to participate in the application process, interviews, or job-related tasks. If you require any reasonable adjustments to ensure your equal participation in our recruitment process, please inform our Human Resources team.

Your openness will allow us to work together to provide appropriate accommodations and ensure a fair and accessible application and employment experience for everyone.

Kooth plc is committed to our responsibilities for safeguarding and promoting the welfare of children, young people and vulnerable adults . We are committed to recruiting candidates who share this commitment to safeguarding, and therefore we apply robust recruitment and selection procedures to ensure that the people selected are right for the job, and that all candidates are appropriately screened prior to appointment. This will include a DBS check.