Clinical Team Leader (Employee Assistance Programme)

• National Senior Certificate.
• Qualified and registered as a Registered Counsellor, Psychologist, or Social Worker.
• Valid registration with the relevant professional regulatory body.
• Minimum of 5 years’ experience in an Employee Assistance Programme (EAP) environment – non-negotiable.
• 3–5 years’ experience in a leadership or supervisory role.
• Proficiency in Microsoft 365 (MS 365).

• Oversee the overall administration, staffing, and cost management of the EAP call centre to ensure optimal operational efficiency.
• Drive a culture of high performance through continuous performance management to support quality service delivery and employee engagement.
• Coordinate, manage, and monitor Critical Incident Stress Debriefings (CISDs), maintaining excellence in alignment with client Service Level Agreements (SLAs).
• Actively contribute to operational strategy and execution through participation in regular team and management meetings.
• Participate in clinical reviews to support case quality, compliance, and client satisfaction.
• Respond effectively to escalated cases or service issues, ensuring resolution within SLA timeframes while maintaining professionalism and high client care standards.
• Compile and present reports on operational performance, team targets, statistical trends, and implemented interventions.
• Monitor and motivate telephone clinicians, case managers, and administrators daily to meet departmental goals.
• Foster a positive work environment to enhance engagement, minimize disruption, and maximize productivity.
• Promote a culture of best practices, continuous learning, and team cohesion.
• Provide strong leadership through active involvement and alignment with organisational values.
• Support a learning culture by encouraging knowledge sharing, collaboration, and professional development.
• Encourage innovation, adaptability, and teamwork within the department.

• Strong knowledge of psychotherapeutic frameworks and holistic wellness models.
• Skilled in coaching, mentoring, and developing clinicians.
• Ability to inspire and motivate teams to perform at their best.
• Creates a collaborative, trust-based work environment.
• Demonstrates personal accountability and encourages resilience in others.
• Manages interpersonal relationships with emotional intelligence.
• Stays calm, adaptable, and solution-oriented under pressure.
• Proficient in writing clear, professional clinical reports.
• Efficient and accurate in managing administrative responsibilities.

Headhunters