Team Leader

23 Jun 2021
29 Jun 2021
Contract Type
Full Time
Relate is the largest provider of relationship support in England and Wales; last year we helped over four million people of all ages, backgrounds, sexual orientations and gender identities to strengthen their relationships. We offer counselling, information, mediation and support to individuals, couples and families. We also provide expert training for relationship support practitioners. Our vision is a future where healthy relationships are actively promoted as the heart of a thriving society. Our mission is to make expert information and support for healthy relationships available to everyone. We value being human, connected and smart in the way we work.

We have an exciting opportunity for a Team Leader to join our friendly team.

Overall purpose

Work with the Regional Operations Support Manager to manage and motivate a team of regional staff to ensure the effective and consistent delivery of quality Services within a designated Region.
Support the Regional Operations Management and Regional Operations Support Manager in developing and growing quality driven, cost effective and profitable Relate services.

Key activities

Oversee the day-to-day management and working processes of administrative staff in the office in relation to all daily tasks, ensuring documentation and activity data is accurate and strive to improve the client experience responding to feedback, complaints and compliments.
Induct, arrange training and development of the administrative team.
Lead on all aspects of reception administration in relation to appointment bookings on Penelope, client payments, bursary funding trackers, waiting list management, benevolent contracts and signposting clients to other agencies as appropriate.
Work with the Regional Operations Support Manager and Regional Operations Manager on reporting data.
In conjunction with the Appointments team, oversee the management and maintenance of staffing rotas, attaining cover for holiday and sickness leave, manage practitioners’ holiday requests
Oversee and promote good communication between administrative staff and practitioners, recommending the streamlining and development of office systems and advising on changes and improvements to current processes.
Instruct and support counsellors in using Penelope to access their caseloads and appointments and in the use of web counselling.
Support practitioners to engage with the administrative processes, ensuring appointments are filled and appropriate paperwork is provided for all counselling sessions and that notes are input within 24 hours
Ensure all staff are up to date with new policies and procedures and that the service is delivered within the framework of Equality and Diversity and quality standards.
Ensure all Mandatory training, DBS checks are up to date on the Practitioner Directory
Manage clients accessing individually and locally funded services, maintaining the front line administrative processes, liaising with external agencies, invoicing for these services, ensuring appropriate access and regular data reporting.
Oversee the management of local (and occasionally national) contracts and funder referrals.
To forward SAR requests promptly within GDPR guidelines to the Regional Operations Support Manager.
Arrange room bookings and room hire within the area in liaison with the Regional Operations Manager.
To be responsible for compliance with Health & Safety requirements in the centre and ensuring any estates work around maintenance and repairs are organised and carried out.
Liaise with ICT on matters regarding client payment issues/counsellor calendars and clinical profiles on Penelope, contracts monitoring and any technological functions as required.
Provide holiday and sickness cover as needed, attend meetings, conferences and training as requested by the Regional Operations Manager.
Actively participate in developing new ways of working and the plans to implement consistency into the Regions.
Work with other Team Leaders to ensure consistency of approach, support and service development.
To support the design and implementation of specific projects or operational contract management within Relate Centre
Identify opportunities for business improvement and work with the Regional Operations Manager to successfully implement these.
Maintain all financial records for the centre using appropriate computer software and in accordance with statutory requirements

Key skills and competencies


A proven track record in delivering excellent customer service and relationship management.
Commercially and financially astute with proven ability to problem solve
Ability to operate and communicate at all levels in an organisation including close working with senior management.
Ability to help identify, develop and improve systems and procedures.
Excellent levels of skill in report production and a good range of IT skills, including Microsoft Office and data entry systems.
Experience of data analysis to produce meaningful reports
Champion diversity and equal opportunities within the organisation.
Self-motivated, pragmatic, able to work on own initiative and prioritise, pro-active, ability to delegate.
Ability to travel across the region and nationally
Ability to visualise, propose and implement innovative ways to promote efficiencies and improved ways of working
Knowledge and experience of ensuring health and safety compliance


Experience of managing staff and volunteers: demonstrable experience of dealing with HR issues including the implementation of policies, recruitment and performance management
Experience of empowering, motivating and developing teams and individuals
Ability to delegate, manage and drive strong service delivery teams

           Closing date for applications Friday 2nd July at 5pm