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ONLY FULLY COMPLETED APPLICATION FORMS WILL BE CONSIDERED FOR THIS ROLE
Job Title:Head of Client Services
Responsible to:Chief Executive Officer
Accountable to:Chief Executive Officer
Working Hours:Hours negotiable up to 37½ per week
Salary: £40,182 (based on 37½ hours)
Location:Charity wide, based either in Lancaster, Kendal or Barrow
Date updated:July 2025
Role Overview
The Head of Client Services is responsible for overseeing the delivery of high-quality, client-centred therapeutic services to individuals affected by cancer, life shortening illnesses and bereavement. This role ensures the effective management of both sessional therapists and PAYE staff, fostering a collaborative approach that upholds CancerCare's commitment to compassionate and flexible support.
This role is supported by the Therapy Coordination Team who implement the day-to-day operations of CancerCare’s therapeutic services.
Key Responsibilities
Client Services
As a valid member of our supportive Executive Leadership Team you will:
* Manage the ethical and seamless service delivery across all centres.
* Oversee the client journey, maintaining professional standards and analysing client feedback to inform service improvements.
* Oversee outcome measures to evaluate the effectiveness of therapeutic interventions.
* Collaborate with the Head of Finance & HR to plan and monitor service budgets.
* Ensure CancerCare advocates for individuals with lived experience of cancer, contributing to service improvements within the medical cancer pathway.
* Lead and manage a multidisciplinary team of self-employed therapists providing individual, group, and online therapeutic sessions for adults, children, and young people.
* In conjunction with Head of Finance & HR be responsible for the safe recruitment and induction of sessional therapists.
* Line manage the Therapy Coordination Team and Assessors, currently six direct reports.
* Encourage relevant training and development opportunities for staff to support continuous professional growth.
* Cultivate and maintain effective relationships with referrers, service providers, and statutory and voluntary sector partners involved in providing treatment and support to cancer patients, their families and those bereaved.
* Be part of the team representing CancerCare at external meetings, such as Integrated Care Boards (ICBs), University Hospitals of Morecambe Bay NHS Trust (UHMBT), cancer networks, bereavement forums, and Children & Young People's (CYP) groups.
Therapeutic Oversight
* Coordinate with sessional therapists and group facilitators to ensure ethical practice, adherence to safeguarding protocols, and appropriately managing extensions to clients’ therapy services.
* Organise and attend therapists' meetings, providing support and guidance as needed.
Governance & Compliance
* Serve as the charity's Safeguarding Lead, adhering to safeguarding policies and procedures, and working with external agencies as necessary.
* Working with the Quality & Information Manager to ensure organisational quality assurance and clinical governance is met.
* Act as the Caldicott Guardian, be responsible for overseeing the management and protection of client information.
* Ensure our therapists comply with their professional standards, including those set by the British Association for Counselling and Psychotherapy (BACP) and the Federation of Holistic Therapists (FHT), and others.
Reporting & Evaluation
* Through our audit process, ensure client records within the Integrated Management System (IMS) are accurate, up to date and confidential.
* Ensure safeguarding concerns are logged, acted upon and completed internally. Make sure that documents are stored appropriately and that confidentiality is upheld.
* As part of ELT evaluate current services, pilot projects, and other initiatives to assess their effectiveness and identify areas for improvement.
Additional Responsibilities
* Prepare occasional presentations, proposals, and reports for the Trustee Board and Executive Leadership Team.
* Participate actively in the Executive Leadership Team, contributing to strategic planning and decision-making.
* Adhere to CancerCare's policies and procedures.
* A flexible approach to hours to meet the needs of the role and responsibilities is essential, with some evening and weekend work for which TOIL will be offered.
* Undertake any other duties as determined by the CEO.
Only completed application forms will be accepted for this role. Closing date is Sunday 10 August 2025.
Seniority level
* Seniority level
Executive
Employment type
* Employment type
Full-time
Job function
* Job function
Business Development and Sales
* Industries
Wellness and Fitness Services
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