Job Description

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?

Join us at the Retail Trust.

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!

Position:

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Clinical Case Manager

24,897.00 per annum

28 hours per week

Working pattern Monday - Thursday

Remote working

We are looking for an experienced case manager with BACP/NCPS/or equivalent accreditation, to work within our EAP case management team.



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.





Key responsibilities include:

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. Coordination and management of 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.

Requirements:

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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 a part of a larger team Good written and verbal communication skills (written and spoken English). Familiarity with Microsoft Office and CRM

Other information:

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We look after you by providing you with:



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.