Service Delivery Team Manager – Face to Face & Integrated Digital Pathway

Kooth plc

Service Delivery Team Manager overseeing the delivery of Kooth's mental health services for young people. Responsible for managing face-to-face and online practitioner teams.

Posted 5/28/2026contractHalton • 🇬🇧 United KingdomMid-LevelSenior💰 £36,103 per yearWebsite

About the role

Key responsibilities & impact

Responsible for providing line management of Kooth’s online digital pathways and Face to Face team of Practitioners who deliver our services to our users.
Create a positive working environment for your team, empowering and energising them, and holding them to account to enable them to deliver a high-quality, safe service.
Provide management, support and development to a diverse team of Mental Health Practitioners and Counsellors, both face to face and online.
Establish and deliver 1-2-1s with team members and team business meetings on a regular cadence.
Foster a collaborative and supportive team environment that promotes professional growth and development.
Engage team members to provide a continually improving and quality service to our users.
Review, monitor and manage any HR relations with individuals with support from your line manager and the People Team and support the wider department where needed.
Ensuring compliance with Kooth policies and procedures, whilst making sure relevant risks are flagged and mitigated.
To work in co-production with the Clinical Team to ensure the delivery of clinical excellence and safe practice.
Lead recruitment including, but not limited to, shortlisting and interviewing and onboarding of new practitioners, CITs and associate counsellors supporting and monitoring performance through probation.
Support the practitioners with the management of cases, extensions and reviewing support in collaboration with clinical colleagues adhering to new pathways guidelines.
Respond to enquiries from professionals, schools, and families regarding referrals and service access.
Provide clear, accessible information to parents/carers about the nature and boundaries of Kooth services.
Use performance data and key performance indicators to support team members in delivering high quality interventions for our service users.
Collect, analyse and interpret data relevant to service delivery, outcomes, and team performance. Prepare regular reports for management and key stakeholders.
Monitor and evaluate the quality and effectiveness of online & face to face services provided by the teams to ensure adherence to company protocols, evidence-based practices, and ethical guidelines.
Set performance expectations in line with the performance framework, provide regular feedback, and conduct performance evaluations for team members.
Manage and action service user feedback and develop case studies for commissioning reports.
Support the wider SD Management team to identify areas for improvement and make recommendations for service enhancements.
Report on team level performance, identifying trends driving operational improvements where and when needed.
Stay informed about the latest research, best practices, and technological advancements in digital behavioural health services. Contribute to the development and enhancement of company policies, procedures, and service delivery models where relevant.
To participate in the continuous development of an accessible and appropriate Kooth service by contributing to and rolling out new projects and ideas - taking account of the changing needs of both young people and the changing IT environment.
Support the integration of digital services (e.g., online counselling, Kooth platform) through appropriate referrals and blended delivery.
Manage the Face to Face waiting list, responsible for the allocation of clients, adhering to contract waiting time targets.
Support Face to Face practitioners and digital platform practitioners with the management of cases, extensions and reviewing support in collaboration with clinical colleagues adhering to new pathways guidelines.
Attend on-site and virtual MDT meetings within Halton CAMHs and related stakeholder interface calls on a weekly/ basis or as required.
Attend line management and facilitate team meetings for our Face-to-Face delivery team in the Halton area as required

Requirements

What you’ll need

A relevant professional qualification/degree such as social care, mental health nursing, counselling, social work, psychology or equivalent professional qualification; or qualified by experience in previous roles.
Experienced in leading or managing teams in the field of Mental Health or other relevant adult services.
Excellent communication skills, a team player who will be an integral part of the Service Delivery management team.
Ability to demonstrate leadership skills within a team or project.
Knowledge and Training In Safeguarding & Child Protection.
Located within the Halton area or has ability to travel to various local schools and community venues, as required.
A full clean drivers license

Benefits

Comp & perks

Salary: £36,103.20 (full-time equivalent) dependant on level of qualification and experience)
Service times: Rota hours during hours: to be confirmed
Tech: A Kooth laptop for you to comfortably work from home
Annual leave: Generous annual leave package
Clinical Supervision and in-house clinical support: all paid for and monthly
Training: A full training programme to get you started
Free CPD: Yearly professional training programmes structured around you
Pension: Pension contributions
LTIP: Eligible for the annual award of Long Term Incentive Plan (shares)
Healthcare Package: Healthshield
Wellness days
Life Assurance (4x Salary)
Group Income Protection - long-term sick insurance policy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

mental health nursingcounsellingsocial workpsychologydata analysisperformance evaluationcase managementsafeguardingchild protectionservice delivery

Soft Skills

leadershipcommunicationteamworkcollaborationempowermentaccountabilitysupportprofessional growthproblem-solvingadaptability

Certifications

relevant professional qualificationdegree in social caredegree in mental health nursingdegree in counsellingdegree in social workdegree in psychology