Clinical Team Leader: Employee Assistance Programme

Introduction Through our client-facing brands Momentum Group, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members

Disclaimer As an applicant, please verify the legitimacy of this job advert on our company career page
Role Purpose To lead and support a team by integrating clinical expertise, emotional intelligence and strategic business insight - ensuring exceptional client outcomes and fostering a high-performing, cohesive environment

Requirements

• National Senior Certificate
• Qualified Registered Counsellor, psychologist or Social Worker
• Valid registration with the relevant professional regulatory body
• 5 Years' working experience in an Employee Assistance Programme environment
• 3-5 Years’ experience in a leadership role is highly advantageous
• Proficiency in Office 365

Duties & Responsibilities

• Oversee the overall administration, staffing and cost aspects of the EAP call centre, ensuring optimal operational efficiency.
• Drive a culture of high performance through ongoing performance management to ensure quality service delivery and employee engagement.
• Coordination, management and monitoring of Critical Incident Stress Debriefings (CISDs), maintaining a standard of excellence that consistently exceeds client Service Level Agreements (SLAs).
• Actively contribute to operational strategy and execution by engaging in regular meetings.
• Participate in clinical reviews, offering insight and oversight to support case quality, compliance and client satisfaction.
• Respond promptly and effectively to escalated cases or service issues, ensuring all concerns are resolved within SLA timeframes while maintaining high standards of professionalism and client care.
• Compile and present regular reporting on operational challenges, achievement of care centre targets, operational statistics and interventions implemented within the team.
• Daily monitoring and motivating of telephone clinicians, case managers and administrators to ensure departmental objectives are met.
• Create a positive work climate and culture to give meaning to work, minimise work disruption and maximise employee productivity.
• Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
• Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
• Encourage innovation, change agility and collaboration within the team.

Competencies

• Demonstrates strong knowledge of psychotherapeutic frameworks and holistic wellness models.
• Able to coach, mentor and develop clinicians effectively.
• Motivates and inspires teams to perform at their best.
• Creates a positive, collaborative and trust-based work environment.
• Takes ownership of personal development and encourages resilience in others.
• Manages self and interpersonal relationships with emotional intelligence.
• Remains calm, adaptable and solution-focused under pressure.
• Skilled in writing clear, professional clinical reports.
• Handles administrative responsibilities with efficiency and accuracy.