Service Operations Manager at Stop.Breathe.Think

Stop.Breathe.Think is a game changing mental health charity offering online counselling to those aged 8-21, who cannot afford or access support quickly. No wait times and available nationally, we provide vital support to those who need it right now.

Location: Hove, Tuesday – Thursday (work from home Monday & Fridays)
Hours: 37.5 hours a week
Duration of Contract: Permanent
Annual Leave: 33 days per annum (25 + 8 Bank Holidays)
Benefits: Company Pension and Private Healthcare

Person Specification

Essential
• Experience in managing services for children and young people
• Background in mental health, counselling or therapeutic service environments
• Experience overseeing service quality, compliance and operational standards
• Operational management skills with the ability to inspire and support teams
• Excellent communication, organisational and problem-solving abilities

Desirable
• Experience in a charity or not-for-profit organisation
• Understanding of safeguarding legislation and child protection procedures
• Knowledge of online or digital service delivery models
• Experience working with electronic patient record systems, particularly Iaptus

Key Responsibilities

Operational Management & Service Delivery
• Provide strategic direction and operational leadership for Stop.Breathe.Think's online counselling service, ensuring alignment with the charity’s mission and values.
• Manage Iaptus Electronic Patient Record system, including training, data quality and reporting.
• Oversight of digital infrastructure, platform stability and user experience.
• Oversee young people, parent or professional feedback and incidents.
• Ensure professional and ethical standards are maintained across all service delivery.

Strategic Planning & Performance
• Lead operational planning to ensure systems and staffing levels meet capacity plans.
• Oversee service numbers against targets and produce regular usage and impact reports.
• Develop processes to continually improve delivery, efficiency and to mitigate risk.
• Plan for service expansion including system scalability, automation and resourcing.

Team Management & HR
• Manage HR platform Citation and best practices.
• Oversee financial management including counsellor invoices and cost of service operations.
• Work with the Counsellor Manager to arrange counsellor recruitment and onboarding, ensuring professional standards.
• Attend counsellor hub meetings, sharing data insights and service updates.
Safeguarding & Clinical Governance
• Ensure Contracts, DBS, Insurance and Qualifications of Counsellors are up-to-date and reminders are sent out with the support of Citation.
• Manage policies, procedures and governance.
• Ensure adherence to safeguarding, cybersecurity, GDPR, confidentiality and all policies.

Partnership Development
• Work with the Development Manager on partnerships with schools and youth organisations across the UK, including ongoing partner support.
• Attend and coordinate team attendance at external events, conferences and sector networks.

Reporting & Impact
• Use data-driven insights to demonstrate service impact for reporting and inform strategic decision-making.
• Report to Board of Trustees and plan updates for Trustee meetings.

This role may require occasional evening and weekend work to support service needs and partnership engagement.

How to Apply
Please complete the application form which can be downloaded here https://www.stopbreathethink.org.uk/work-with-us/. Then forward the completed form to rachel@stopbreathethink.org.uk by Monday 17th November 2025.

For an informal conversation about the role, please contact Rachel at rachel@stopbreathethink.org.uk.

Management and Support
The Service Operations Manager will be employed by Stop.Breathe.Think and will report to the Director who will determine the overall direction of the department and will set the overall priorities in consultation with the Founder and Board of Trustees.