Careers

Customer Service and Sales Team Leader

 

£22,350 – £24,900 + free parking

 

York

 

In this newly created role, the Customer Service and Sales Team Leader will ensure that our patients are placed into treatment with suitable Therapists quickly and effectively within agreed SLA’s.

 

You will have a service mindset to ensure delivery to internal and external stakeholders including patients, clients and Therapists.

 

A key part of the Customer Service and Sales Team Leader role will be the day-to-day management of the team to deliver against performance metrics whilst supporting and driving their development; uplifting team skills and capabilities, driving a culture of continuous improvement and personal development.

 

Initially this role will be working from home until restrictions lift, followed by a blended approach of working in the York office and working from home. You will therefore need to live within a commutable distance to the York office.

 

Responsibilities:

 

  • Continuously improve the delivery of customer care and service to ensure that quality of service is to a high standard.
  • Deliver to KPI’s and SLA’s, undertake quality reviews working closely with the complaints/QA team.
  • Identify process improvements, provide solutions and implement change.
  • Seek to improve ‘the way we do business’ sharing best practise and developing proposals.
  • Support internal audits – some of which may include SLA audits, call recording audits etc.
  • Effectively manage the team through regular meetings including 1-1’s/ personal development reviews/team performance meetings.
  • Support the Operations Manager as required and provide cover in their absence where required.
  • Analyse reports and management information to improve delivery of customer care and service. Sharing your findings with the relevant teams and individuals.
  • Attend and lead key business meetings related to Instructions, work closely with internal suppliers and stakeholders to ensure therapist supply meets client demand (volumes).

 

Qualifications and Experience:

 

  • Prior experience of managing and leading teams is essential.
  • Ideally experience within a contact centre service and sales environment.
  • Involvement and experience delivering projects would be advantageous.
  • Proficient in IT systems including Microsoft office and comfortable with CRM packages.
  • Excellent verbal and written communication skills with evidence of successful customer interactions. Experience of working in fast paced organisation.
  • Ability to carry out assignments to completion within parameters of instructions given.
  • Have an interest in the Mental health sector.

 

Benefits:

 

  • 31 days annual leave (including bank holidays)
  • Contributory pension scheme
  • Life Insurance cover
  • Free parking onsite – York office
  • Enhanced maternity/paternity pay
  • IT Equipment provided
  • Cycle to work scheme
  • Staff referral payments scheme
  • Employee Wellbeing and EAP service

 

About CBT Clinics:

 

CBT Clinics are on an exciting mission to be the UK’s leading provider of psychological assessments and outpatient treatment, and we’re growing!

 

Last year we delivered over 90,000 therapy sessions, with a 99% satisfaction rate to our clients and patients. We achieved this by delivering the right treatment, offering flexibility and choice to our patients, all delivered with the human touch and an emphasis on positive outcomes.

 

We are a leading provider in the personal injury and rehabilitation market and also work with several high profile insurers and corporates. We are investing heavily in the use of technology and digital solutions so that our customers can access treatment at a time and place to suit them.

 

 

Please apply via the following link:

 

https://cbtclinics.peoplehr.net/Pages/JobBoard/Opening.aspx?v=5a859687-1de8-4fbc-8182-46ab7b4f0d6d


Remote CBT Therapist – BABCP Accredited

Full and Part Time 

 

Salary: equivalent to NHS band 7 dependent on qualifications and experience

Hours: 22.5 – 37.5 hours per week

Base: Home location

 

About CBT Clinics:

 

CBT Clinics are on an exciting mission to be the UK’s leading provider of psychological assessments and outpatient treatment, and we’re growing!

 

Last year we delivered over 90,000 therapy sessions, with a 99% satisfaction rate to our clients and patients. We achieved this by delivering the right treatment, offering flexibility and choice to our patients, all delivered with the human touch and an emphasis on positive outcomes.

 

We are a leading provider in the personal injury and rehabilitation market and also work with several high profile insurers and corporates. We are investing heavily in the use of technology and digital solutions so that our patients can access treatment at a time and place to suit them.

 

The Role:

 

CBT Clinics are recruiting for Remote CBT Therapists to join our award-winning team. As a Remote CBT Therapist, you will become part of a wider network of CBT Therapists delivering remote therapy by telephone and secure video conferencing.

 

We are committed to achieving excellent outcomes and supporting our Remote CBT Therapists is high on our agenda. That’s why our clinical leadership team will invest in you providing supervision and CPD to ensure that you continue to grow as a Remote CBT Therapist with us.

 

We offer a variety of cases with work catered to your preferences and offer you the flexibility to work full time or part time to suit you.

 

Responsibilities:

 

  • Providing 1:1 clinical assessments and interventions via telephone and secure video conferencing.
  • Managing a caseload and number of contacts per week.
  • Ensuring that treatment is in line with NICE guidelines and evidence-based practice and tailored to each customer’s needs.
  • Ensuring we continue to deliver excellence in clinical, work and satisfaction outcomes.
  • Providing advice, support and peer supervision to other colleagues working within the organisation.

 

Benefits:

 

  • Flexible hours
  • 33 days annual leave (including bank holidays)
  • Contributory pension scheme
  • IT equipment provided
  • Life Insurance – 5 X salary
  • Enhanced maternity/paternity pay
  • Company sick pay
  • Opportunity to apply for sabbatical leave
  • EAP Helpline
  • Cycle to work scheme
  • Referral payments for recommending staff

 

 

To become an important part of CBT Clinics, click on the link below to apply:

 

https://cbtclinics.peoplehr.net/Pages/JobBoard/Opening.aspx?v=5ff915c0-2d96-4e12-a28b-affd7dfddb19

 

As a taste of life at CBT Clinics, this is what our Clinicians love about us:

 

“I recently celebrated my 3-month anniversary with CBT Clinics. It has been the best move I could have made at a time of uncertainty. I love the balance of autonomy and support when needed, the diversity of the work, and the sense of working to a high standard that is appreciated by my manager and my clients. Thank you” 

BABCP Accredited CBT Therapist, Supervisor and Trainer, HEA Fellow

 

“I have found working for CBT clinics a great balance between being valued as a skilled practitioner and being supported as part of a team. Everyone within the organisation has been so friendly and helpful and I’m really enjoying the clinical work as well. It feels like an exciting place to be as the organisation expands and improves and our feedback and suggestions are always invited.

Despite working as a remote CBT Therapist, I do not feel cut off or apart from what is going on. I feel very much part of the team! 

PG Dip CBT, RN (MH) BABCP Accredited CBT Therapist

 

“After a really tough year and feeling undervalued in a previous position, I took the scary jump to see what else was out there for me. I am so glad I did. Even from my first telephone interview I felt that I shared the same drive and ethos within the company. Learning a new way of working has had its challenges but I feel that it’s been manageable and helped me grow due to the supportive team. What stands out is feeling valued and this is where I think CBT clinics shine. An appreciated worker will always give their best and then some and that’s what I have found here. My clinical work has seen the benefits in my performance and already feel I am doing better in terms of my clinical work in this environment. There is attention to detail in terms of how to make things better for me as a clinician and I feel I have been included in how to shape the future of the business in terms of ideas and things that may need tweaking. I have also been given opportunities to try new things I have never done before such as deliver training and be involved with pilot schemes, which makes me feel firmly embedded in the company. I feel thankful for the opportunity and love working in my new role-Special thanks to Clare and Liz and rest of the CBT clinics team.” 

PG Dip CBT, BABCP Accredited CBT Therapist.

 

CBT Clinics is an inclusive equal opportunities employer and we welcome applications from every sector of the community.

 

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