Clinical Case Manager

Retail Trust; City of Westminster; On-site; GBP 35,000 - 45,000; Full time

Job summary

A charity in the retail industry is looking for a Clinical Case Manager to oversee clinical cases, ensuring adherence to protocols and delivering high-quality, client-centered care. This role requires a BACP accredited counsellor with a minimum of 3 years of clinical experience. Responsibilities include managing high-risk cases and providing support to affiliate counsellors. The position offers a market-leading benefits package, including pensions, life assurance, and generous leave policies.

Benefits

Pension scheme with up to 9% employer contributions

Health cash plan

Enhanced family-friendly benefits

Qualifications

• Accredited registered counsellor with BACP or equivalent.
• Minimum of 3 years post-qualification clinical experience, ideally within an EAP setting.
• Ability to work independently while escalating key issues appropriately.

Responsibilities

• Manage high-risk and complex cases, ensuring appropriate escalation.
• Develop professional working relationships with colleagues and stakeholders.
• Provide consultation and supervision to affiliate counsellors.

Skills

Accredited registered counsellor with BACP or equivalent

Experience managing client risk

Excellent customer service skills

Strong clinical skills and judgment

Good written and verbal communication skills

Education

Minimum 3 years post-qualification clinical experience

Tools

Familiarity with Microsoft Office

Experience using CRM systems

Job description

Job Overview

Reporting to the Clinical Team Leader, the Clinical Case Manager is responsible for overseeing the full lifecycle of clinical cases, ensuring adherence to protocols, delivering evidence-based care, and maintaining high standards of service quality and client satisfaction. This role combines case management, clinical oversight, provider support, and administrative responsibilities to ensure seamless service delivery and workplace-focused mental health interventions.

Are you looking to work for an organisation with a real purpose - one where there is no limit to fresh ideas and discovering what's next? We are looking for an experienced case manager with BACP / NCPS / or equivalent accreditation to work within our EAP case management team.

Responsibilities

• Review and process manager referrals, internal counselling referrals and after-hours assessments and requests.
• Manage high-risk and complex cases, ensuring appropriate escalation and intervention.
• Review post-therapy feedback forms and ensure overall satisfaction with services delivered.
• Ensure affiliate counsellors adhere to clinical protocols, risk management standards, and SLAs.
• Coordinate and manage Critical Incident requests.
• Ensure accuracy for reporting and record keeping using relevant CRM systems, ensuring data input is effective and timely.
• Develop constructive professional working relationships with colleagues (internally and externally) and stakeholders.
• Provide consultation and supervision to affiliate counsellors on treatment planning and evidence-based care delivery.
• Respond to day-to-day affiliate queries and escalate to the Clinical Team Leader where necessary.
• Provide administrative cover for the team as required.

Qualifications

• Accredited registered counsellor with the BACP or equivalent.
• Minimum of 3 years post-qualification clinical experience, ideally within an EAP setting.
• Experience of managing client risk and safeguarding issues.
• Experience of brief therapy, single session therapy and assessments.
• Strong clinical skills and judgment; experience managing high-risk cases.
• Excellent customer service skills.
• Highly organised, detail-oriented, and adaptable.
• Ability to work independently while escalating key issues appropriately.
• Ability to work collaboratively as part of a larger team.
• Good written and verbal communication skills (written and spoken English).
• Familiarity with Microsoft Office and CRM.

Company

As the industry's charity, our cause is to create hope and health and happiness for everyone in retail. Yes, that’s right, everyone. That’s more than three million retail colleagues and their families. And you can help to achieve that mission.

We’re on a journey of transformation, building on what our founders developed nearly 200 years ago and are moving at an astronomical pace. We’re looking for individuals who possess high energy and passion, and are all-in, collaborative and forward-thinking. The opportunity for personal and professional growth is momentous. If you are interested in working for a dynamic organisation that has been voted as one of The Sunday Times Best Places To Work for two years in a row, we want to hear from you!

Benefits

A pension scheme of up to 9% employer contributions.

Market-leading wellbeing and perks package which includes :

• Life assurance of four times your salary.
• A health cash plan, allowing you to claim back on the cost of a number of services such as optical, dental and medical.
• Access to a confidential free counselling and support phoneline.
• The day off to celebrate your birthday including a £20 voucher to spend.
• Enhanced family friendly benefits including up to ten days compassionate leave per year, three months full maternity pay, and two weeks full paternity pay.
• Additional days of leave for wellbeing, volunteering and personal development.

If you are interested in working for a dynamic organisation that transforms lives for good, we want to hear from you.