EAP Counselling Manager

EAP Counselling Manager - Hybrid/Lakeside, Warrington

Lakeside Office Warrington 2 days Per Week, 3 days remote working.

Monday to Friday, 9am to 5:30pm (flex required to support business needs.)

Requirement to work Bank Holidays on a rotational basis 9am to 5:30pm.

The Role

Are you a dynamic and inspiring people leader with a passion for delivering outstanding wellbeing support? We’re looking for an EAP Counselling Manager who will play a pivotal role in shaping, growing, and leading our Employee Assistance Programme team. This is a fantastic opportunity to influence service excellence, drive performance, and make a genuine difference to the wellbeing of thousands of people.

What You’ll Bring

Proven leadership experience, with a strong track record in managing high-performing teams. You’ll be confident in driving a performance culture through clear 1:1s, personal development plans, performance reviews, supervision, and regular team meetings.

Exceptional stakeholder management skills, with experience working directly with senior leaders, key clients, and cross-departmental teams. You’ll use your communication strengths and relationship‑building skills to act as a trusted point of contact for service delivery.

Background in an EAP environment and experience managing both clinicians and support teams

Analytical capability, with an ability to interpret data and MI, identify areas for improvement, and proactively address issues to deliver outstanding client and people outcomes.

Experience in designing and delivering training, including induction programmes and tailored learning plans that help teams continuously grow, enhance their clinical and operational expertise, and deliver best‑in‑class service.

A natural ability to inspire a positive, “can‑do” culture, motivating individuals to reach their full potential and achieve shared success.

What Your Typical Day Might Look Like

Lead and develop a team of EAP counsellors and case workers, ensuring they are supported, engaged, and delivering high-quality services.

Monitor team performance daily, weekly, and monthly, ensuring goals are met and exceeded.

Drive service excellence across the EAP helpline, ensuring timely, compassionate support for all PAM Wellbeing users.

Provide clinical leadership, offering daily guidance, safeguarding support, risk oversight, debriefs, and sound judgement in complex cases.

Champion a growth mindset, transforming and evolving the EAP service by expanding access to support through helpline and digital platforms.

Streamline processes to create a client‑centred, efficient, and compliant operation aligned with business strategy and plans.

Maintain strong clinical and operational governance, ensuring adherence to protocols and supporting consistent practice across departments.

Work closely with the Head of EAP Operations to drive continuous improvement, shaping the future of the service.

Conduct monthly audits and provide constructive coaching to enhance service quality.

Oversee absence management, ensuring policies are followed effectively.

Deliver engaging induction and ongoing training, identifying development needs and designing training plans that empower staff to perform confidently and safely.

Attend customer quarterly meetings, providing insight and acting as a key clinical contact for client queries.

Build trusted relationships with senior leadership, supporting escalations, resolving complaints, and maintaining high clinical standards.

Deputise for the Head of EAP Operations, stepping up to support senior leadership as needed.

Take an active role in business continuity, meeting service levels and offering flexible support to helpline and assessment functions during peak demand.

Why Join Us?

Be part of a forward-thinking organisation committed to mental health and wellbeing.

Work in a role that combines clinical insight with strategic impact.

Opportunities for professional development, including CPD and formal training.

Collaborate with passionate professionals who share your commitment to quality care.

Ready to make a difference? Apply today and help us deliver the highest standards of mental health support.

Benefits

• We pay your auto-enrolment pension contribution of 8%, you can also make enhanced contributions which are matched up to a further 5%
• 33 days annual leave including bank holidays with the option to buy or sell up to 5 days (FTE)
• Life insurance scheme valued at 4x your annual salary
• Income protection
• Health Cash Plan Scheme, which covers you for things like Opticians, Dental Treatment and even Physio if needed!
• Perkbox membership with amazing discounts on things like food and drink, retail and days out, all through our rewards scheme
• Long service rewards
• Flexible Working Hours
• Access to a 24/7 EAP Counselling line and a 24/7 GP line and wellness support
• Support with training and development
• Group Income Protection

PAM group are committed to creating an inclusive and diverse workplace where everyone is valued and respected. We welcome applications from people of all backgrounds, including but not limited to race, ethnicity, gender expression, age, disability, sexual orientation, religion and socioeconomic status. We believe everyone should have the same opportunities for employment and promotion based on their ability, qualifications and suitability for the work.