Management Team

Keith Osborne

HND Leisure management -  Sales Manager

Keith Osborne is a seasoned professional with over 25 years of experience in senior leadership roles. As the current Head of Sales, he specialises in creating custom mental health wellbeing solutions for businesses. His industry knowledge and expertise make him a valuable asset in crafting effective strategies tailored to each company's unique needs.

Before taking on his current role, Keith spent most of his career in the leisure industry, owning and directing businesses. His decision to diversify in 2022 allowed him to explore a new industry and showcase his adaptable skills. Keith is known for his results oriented approach, and he thrives in building mutually beneficial relationships.

Outside of work, Keith is a British Triathlon coach and an avid sports enthusiast. He enjoys triathlon, golf, and maintaining a fit lifestyle. He also has an interest in cooking and dreams of participating in Master Chef. Keith is also a fan of Volkswagen camper vans.

On a personal note, Keith has been happily married for 25 years and is a proud father of two grown children, aged 23 and 25. His varied interests and commitment to his family and career make him a well-rounded individual.

Jim Sussex

MSc Psychology, BSc (Hons) Integrative therapy - Clinical Director

Jim Sussex has worked in the EAP sector for several years as a clinician and a clinical manager. He has experience across the private, public and third sectors working with issues ranging from life changes through to personality disorders as well as risk management and crisis intervention.

Within multinational EAP operations, he has formerly managed large teams,  co-ordinated support projects in sensitive and demanding situations, and has managed risk on a global scale.

Jim is passionate about working with class differences in the EAP environment. He has formerly worked as a therapist in the prison setting, and served in both the British Army and the police. Jim has delivered psychoeducational trainings across EMEA, APAC and the Americas, and holds an MSc in Psychology and a BSc (Hons) in Integrative therapy.

Melissa Barnes

BA (Hons) Sociology & Criminology -  Head of Quality & Process

Melissa joined Care first in 2014 as a Key Contract Service Manager and has developed extensive experience in a variety of sectors specialising in NHS Trusts, Education, Group Income Protection, and Local Authorities, as well as managing many of our key Broker accounts.

With a key focus on our quality standards, process driven user experiences and business development; Melissa was appointed as Care first’s Quality and Process Audit Manager in 2019, a role which included full audits of our operational and clinical processes, the development and implementation of new innovative service elements and platforms, as well as designing and launching a new CRM system and imbedding this within our business functions.

Melissa is now Head of Quality and Process with a particular focus on the integrity of processes and procedures across the business operations of Care first, compliance, project management and bespoke work for our Customer organisations.

Paul Connolly

Head of Partnerships & Account Management

As Head of Partnerships of Account Management Paul enjoys working with business leaders to implement engaging wellbeing solutions in their business to improve people’s lives and deliver positive business outcomes with a particular interest in employee benefits, health and wellbeing.

Over the last 8 years Paul has built up his knowledge and experience, working with senior leaders and c-suite within SME, Mid-Market and Enterprise businesses talking about workplace wellbeing and delivering solutions. In addition, Paul has extensive experience in finding win-win partnerships with providers, insurers and intermediaries.
Paul is an enthusiastic and driven individual and team player who is keen to make a real difference in the work he does and is proud to lead the team of Account Managers who look after our customers and partners here at Care first.

Outside of work Paul lives in Leicestershire with his two children, he also leads the staff & pupil wellbeing agenda at a local infant school in his role as a Parent Governor and helps the local football team as a volunteer Social Media & Communications Manager, promoting the benefits of grassroots football for girls and boys teams.

Delivering the service

Our Service Managers, Telephone Counsellors, Information Specialists and Consultants are all permanent staff who, together with our Associate Counsellors, are trained, managed and clinically supervised by Care first.