* Charity wide, based either in Lancaster, Kendal or Barrow
Hours
* negotiable up to 37½
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.
Skill Requirements
Qualifications:
• Registration with an appropriate professional body is essential (e.g., BACP, UKCP, FHT, CMI, ILM).
• Recognised qualification in therapeutic practice is desirable (e.g., Diploma in Counselling, Clinical Psychology, or relevant bodywork therapy).
Experience:
• Proven experience in managing people and services, preferably in health, social care or charity sectors, with strong project management and service delivery experience.
• Good understanding of safeguarding and training, clinical governance, and quality assurance within therapeutic settings.
• Knowledge of budget management and financial reporting.
• Ability to develop and maintain partnerships with external stakeholders.
• Strong leadership and interpersonal skills, with the ability to inspire and motivate a diverse team.
• Excellent organisational and time-management abilities.
• Proficient in data management and report generation.
• Exceptional communication skills, both written and verbal.
• Commitment to continuous professional development and service improvement.
Personal Attributes:
• Empathetic and compassionate approach to client care.
• Adaptable and resilient in a dynamic work environment.
• Strong ethical standards and commitment to confidentiality.
• Dedication to promoting inclusivity and diversity within therapeutic services.
This role offers an opportunity to make a significant impact on the lives of individuals affected by cancer, life shortening illnesses and bereavement, by leading a dedicated team committed to providing exceptional therapeutic support.
The closing date for applications is 10 August 2025 and completed application forms should be submitted to hr@cancercare.org.uk More
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