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Care First - 1230 Lansdowne Court, Gloucester Business Park, Gloucester, GL3 4AB

Priory Group Division



£40,000 per annum


37.5 hours

Vacancy Type

Permanent - Full Time

Job Advert Location Description

Care first delivers a range of services to organizations across the UK, including a 24/7 helpline, structured counselling via a national network of Associate Counsellors, critical incident response, workplace mediation, professional support and mental health training.

The Clinical Lead role will be a hybrid role and is focused on ensuring that clinical services provided across the range of Care first contracts are of the highest quality and efficiency within a robust clinical governance framework. The Clinical Lead supports the Clinical Director and the EAP Centre Manager in the smooth running of a large operational team, to ensure their effective clinical support and in turn that users of the services are supported in professional and appropriate ways that match our customers’ expectations. The role has a strong leadership element, and requires direct client contact from counselling, support and customer service perspectives.

The role plays a key part in ensuring the delivery of counselling services which meet expected clinical and contractual standards and performance targets.

Job Advert Role Description


  • Work with the Clinical Director and EAP Centre Manager to provide a supportive framework for Centre staff and be an active member of the Clinical Management Team providing clinical leadership to our counsellors.
  • Contribute to the performance of the business, including the achievement of service response rates, referral rates, efficient case management processes and the overarching requirement to meet contractual quality and service delivery standards.
  • Support the implementation and maintenance of appropriate and timely clinical policies and procedures to achieve compliance with EAPA Standards and Priory clinical governance requirements.
  • To work in accordance with the provisions of the BACP’s Ethical Framework for the Counselling Professions.
  • Participate in the recruitment and induction of new Telephone Counsellors and Telephone Information Specialists to meet the contractual call demand levels.
  • Liaise with the EAP Centre Manager / Clinical Director to identify Counsellors’ and Information Specialists’ ongoing training and development needs, and develop and deliver training programmes to support those needs.
  • Provide ad-hoc clinical supervision and guidance to the Telephone Counsellor and Associate Counsellor teams, and support as required to the Information Specialist team.
  • Be responsible for managing the team’s Clinical mailbox, and ensure that all enquiries from customers, clients, Service Managers and team members are addressed.
  • Be involved in scoping and coordinating the delivery of our response to Critical Incidents, Workplace Mediation and Professional Support services.
  • Supervise and oversees case management of Associate Counsellors and Specialist Practitioners.
  • Conduct audits of Case Notes and clinical outcome measures to ensure that they are being completed appropriately.
  • Participate in case consultation and the management of complex client work, as agreed with Clinical Director and the EAP Centre Manager.
  • Investigate and respond to complaints of a clinical nature in liaison with the EAP Centre Manager / Clinical Director / Service Managers, ensuring that quality standards are maintained.
  • Provide emergency, holiday and sickness cover as required.
  • Participate in training events and ongoing continual professional development.
  • Deputise for the EAP Centre Manager / Clinical Director in their absence


Division DBS info


All roles will be subject to a successful disclosure at an appropriate level from the Disclosure and Barring Service (DBS), Access NI or Disclosure Scotland. We are an equal opportunities employer. Priory will cover the cost of a DBS.


Job Description


Closing Date