Professional Standards Manager

Virgin Money; St. Ives; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading professional body for psychotherapists is seeking a Professional Standards Manager to oversee investigations related to registered therapists. The role involves managing complex complaints, ensuring integrity and fairness, and supporting adjudication hearings. The ideal candidate will have experience in a regulated environment and excel in communication and decision-making. This position emphasizes equity, diversity, and the promotion of high standards in psychotherapy and counseling.

Qualifications

• Experience managing complex complaints in a regulated environment.
• Ability to interpret detailed information and make informed decisions.
• Confidence in communicating with diverse groups.

Responsibilities

• Oversee day-to-day management of investigations and assessments.
• Support adjudication hearings and communicate outcomes.
• Contribute to policy work and uphold professional standards.

Skills

Managing complex complaints

Communication with diverse stakeholders

Evidence-informed decision making

Understanding legal complexities

Equity, diversity and inclusion commitment

Job description

Role Overview

We are looking for a meticulous, fair-minded and collaborative Professional Standards Manager who is committed to protecting the public and championing high standards in psychotherapy, to join our Complaints & Conduct Team.

As the Professional Standards Manager, you will play a central role in the effective operation of the Complaints and Conduct Process (CCP). You will oversee the day‑to‑day management of investigations, assessments and adjudications of concerns raised about our registered therapists, ensuring all cases are handled with integrity, fairness and procedural accuracy.

Additionally, you will ensure service standards are met, maintain robust case‑management records and support colleagues through legal complexities, subject‑access requests and regulatory reporting.

Responsibilities

• Work closely with the Professional Conduct Committee (PCC) to provide case updates, contribute to root‑cause analysis, support the development of the annual report and attend PCC meetings as an active participant.
• Support adjudication hearings, including acting as presenting officer for interim suspension hearings.
• Ensure outcomes are communicated clearly to all relevant parties.
• Contribute to regulatory development, policy work and reaccreditation with the Professional Standards Authority, helping to uphold professional standards and safeguard the public.

About you

You will bring experience of managing complex complaints in a professional body, regulated organisation or similar environment. Skilled at quickly interpreting detailed information, you are able to make sound, evidence‑informed decisions while managing multiple priorities with care and structure.

You will be confident communicating with a wide range of people including complainants, registrants, legal professionals, panel members and internal colleagues, always demonstrating clarity, empathy and professionalism.

You are committed to equity, diversity and inclusion, and support psychologically safe and reflective team environments. You will be comfortable contributing to consultations, producing briefings, undertaking policy research and supporting continuous improvement in complaints handling and regulation.

About the Organisation

The employer is the leading professional body for psychotherapists and psychotherapeutic counsellors. They provide professional support for members, conduct leading research, innovation, education and regulation to advance psychotherapies and mental health wellbeing. They represent training organisations and over 9,000 individual therapists working privately, in the NHS or voluntary sector across a wide variety of psychotherapeutic approaches or modalities.

The charitable objectives are to promote: the art and science of psychotherapy and psychotherapeutic counseling for the public benefit; research in psychotherapy and psychotherapeutic counseling and the dissemination of results; high standards of education, training and practice in psychotherapy and counseling; and wider provision of psychotherapy and counseling for all sections of the public.

Key Competencies

Relevant experience may include roles such as Complaints Manager, Regulation Officer, Professional Standards Officer, Conduct and Complaints Manager, Quality and Standards Manager, Casework Manager, Fitness to Practice Coordinator, or Governance and Compliance Officer.