Service Delivery Team Manager - Kooth Face to Face & Online

Job Role: Service Delivery Team Manager - Kooth Face to Face & Integrated Digital Pathways

Reports to: Service Manager

Location: Hybrid, Remote home-based with regular travel into Halton (Runcorn and Widnes)

Hours: 30

Contract Type: Fixed Term Contract (6 months)

Kooth is a fast-growing, mission-driven organization transforming access to digital mental health support across the UK and the US. Listed on the London Stock Exchange (LSE:KOO), our mission is to create welcoming, accessible spaces for personalized mental health care that helps young people thrive.

Working alongside the NHS, Kooth is now the UK’s largest digital mental health platform for young people aged 10–25, built on over one million hours of professional support delivered to youth across the country.

In the US, we bring this mission to life through Soluna — California’s first statewide digital behavioral health platform for 13–25-year-olds — providing nearly immediate access to coaching, care navigation, peer support, and self-guided tools that help young people build resilience and access support when they need it most.

At Kooth, we’re more than a digital service. We’re purpose-driven, people-centered, and grounded in our values: Alongside You, Flexible, Compassionate, Committed, and Safe. If you’re looking for meaningful work with measurable impact, you’ll find it here.

Learn more at Kooth and Soluna.

Role Objective

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. You will 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.

Split of the role

Management & Leadership - 60%

Analytics, Reporting & Insights - 20%

Service Developments - 10%

Clinical case management - 10%

Main responsibilities:

Management & Leadership

• 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.

 Analytics, Reporting and Insights

• 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. 

Service Developments

• 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.

Clinical Case Management

• 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

The main responsibilities are not an exhaustive list of duties, only a general guide to the post.  In consultation with the post-holder, the duties may change from time to time to reflect the service's evolving needs.