Head of Client Services

Charity wide, based either in Lancaster, Kendal or Barrow Hoursnegotiable up to 37½ Role Overview The Head of Client Services is responsible for overseeing the delivery of high-quality, client-centred therapeutic services to individuals affected by cancer, life shortening illnesses and bereavement. This role ensures the effective management of both sessional therapists and PAYE staff, fostering a collaborative approach that upholds CancerCare's commitment to compassionate and flexible support. This role is supported by the Therapy Coordination Team who implement the day-to-day operations of CancerCare’s therapeutic services. Key Responsibilities Client Services As a valid member of our supportive Executive Leadership Team you will: • Manage the ethical and seamless service delivery across all centres. • Oversee the client journey, maintaining professional standards and analysing client feedback to inform service improvements. • Oversee outcome measures to evaluate the effectiveness of therapeutic interventions. • Collaborate with the Head of Finance & HR to plan and monitor service budgets. • Ensure CancerCare advocates for individuals with lived experience of cancer, contributing to service improvements within the medical cancer pathway. • Lead and manage a multidisciplinary team of self-employed therapists providing individual, group, and online therapeutic sessions for adults, children, and young people. • In conjunction with Head of Finance & HR be responsible for the safe recruitment and induction of sessional therapists. • Line manage the Therapy Coordination Team and Assessors, currently six direct reports. • Encourage relevant training and development opportunities for staff to support continuous professional growth. • Cultivate and maintain effective relationships with referrers, service providers, and statutory and voluntary sector partners involved in providing treatment and support to cancer patients, their families and those bereaved. • Be part of the team representing CancerCare at external meetings, such as Integrated Care Boards (ICBs), University Hospitals of Morecambe Bay NHS Trust (UHMBT), cancer networks, bereavement forums, and Children & Young People's (CYP) groups. Therapeutic Oversight • Coordinate with sessional therapists and group facilitators to ensure ethical practice, adherence to safeguarding protocols, and appropriately managing extensions to clients’ therapy services. • Organise and attend therapists' meetings, providing support and guidance as needed. Governance & Compliance • Serve as the charity's Safeguarding Lead, adhering to safeguarding policies and procedures, and working with external agencies as necessary. • Working with the Quality & Information Manager to ensure organisational quality assurance and clinical governance is met. • Act as the Caldicott Guardian, be responsible for overseeing the management and protection of client information. • Ensure our therapists comply with their professional standards, including those set by the British Association for Counselling and Psychotherapy (BACP) and the Federation of Holistic Therapists (FHT), and others. Reporting & Evaluation • Through our audit process, ensure client records within the Integrated Management System (IMS) are accurate, up to date and confidential. • Ensure safeguarding concerns are logged, acted upon and completed internally. Make sure that documents are stored appropriately and that confidentiality is upheld. • As part of ELT evaluate current services, pilot projects, and other initiatives to assess their effectiveness and identify areas for improvement. Additional Responsibilities • Prepare occasional presentations, proposals, and reports for the Trustee Board and Executive Leadership Team. • Participate actively in the Executive Leadership Team, contributing to strategic planning and decision-making. • Adhere to CancerCare's policies and procedures. • A flexible approach to hours to meet the needs of the role and responsibilities is essential, with some evening and weekend work for which TOIL will be offered. • Undertake any other duties as determined by the CEO. Skill RequirementsQualifications: • Registration with an appropriate professional body is essential (e.g., BACP, UKCP, FHT, CMI, ILM). • Recognised qualification in therapeutic practice is desirable (e.g., Diploma in Counselling, Clinical Psychology, or relevant bodywork therapy). Experience: • Proven experience in managing people and services, preferably in health, social care or charity sectors, with strong project management and service delivery experience. • Good understanding of safeguarding and training, clinical governance, and quality assurance within therapeutic settings. • Knowledge of budget management and financial reporting. • Ability to develop and maintain partnerships with external stakeholders. • Strong leadership and interpersonal skills, with the ability to inspire and motivate a diverse team. • Excellent organisational and time-management abilities. • Proficient in data management and report generation. • Exceptional communication skills, both written and verbal. • Commitment to continuous professional development and service improvement. Personal Attributes: • Empathetic and compassionate approach to client care. • Adaptable and resilient in a dynamic work environment. • Strong ethical standards and commitment to confidentiality. • Dedication to promoting inclusivity and diversity within therapeutic services. This role offers an opportunity to make a significant impact on the lives of individuals affected by cancer, life shortening illnesses and bereavement, by leading a dedicated team committed to providing exceptional therapeutic support. The closing date for applications is 10 August 2025 and completed application forms should be submitted to [email protected] More#J-18808-Ljbffr

Created: 2025-07-25