About this role
Job summary
Make a real impact - every hour of every day
Are you ready to lead one of the most critical access points in mental health care?
Our Single Point of Access (SPA) is a 24/7, high-demand service handling around 50,000 calls annually, supporting people in crisis and connecting them to the right care - fast. As our SPA Service Manager, you'll play a pivotal leadership role in shaping how urgent mental health support is delivered across three diverse boroughs.
This is more than an operational role--it's an opportunity to transform pathways, improve outcomes, and influence system-wide change.
Main duties of the job
Why this role matters
Demand for urgent mental health support is rising - and with it, the need for innovative, resilient leadership.
You'll lead a service that:
Integrates NHS 111 "Press 2 for Mental Health", enhancing accessibility and responsiveness
Works at the frontline of urgent care, where performance, speed, and compassion are critical
Uses digital tools like MiDOS and NHS Pathways to streamline triage and improve patient flow
Collaborates with partners including London Ambulance Service, police, and local authorities
Delivers a 2-hour Urgent Crisis Response, helping reduce unnecessary A&E attendances
You'll also oversee vital safeguarding processes, including Merlin reports, ensuring vulnerable individuals receive timely and appropriate follow-up.
What you'll be leading
A fast-paced, high-pressure crisis access service operating 24/7
A skilled, multidisciplinary workforce delivering triage, risk assessment, and intervention
Service transformation in response to increasing call volumes and system pressures
About us
West London NHS Trust is one of the most diverse healthcare providers in the UK, delivering a range of mental health and physical healthcare and community services. The Trust runs Broadmoor Hospital, one of three high secure hospitals in the country, with an international reputation.
Our high secure services care for patients from South of England and we provide low and medium secure services across eight London boroughs. The Trust also provides mental and physical healthcare in three London boroughs (Ealing, Hounslow and Hammersmith & Fulham). We employ over 5,000 staff, of whom 59% are BME. Our turnover for 2024-25 is over £500m.
The Trust is rated as 'Good' overallby the Care Quality Commission. Forensic services are rated as 'Outstanding'.
The Trust is an established partner and contributor in the development of the evolving North West London Integrated Care System and the Integrated Care Board. The Trust leads the NW London Children and Adolescent Mental Health provider collaborative.
Job description Job responsibilities
The Candidate Pack provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. Please view as attached
The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.
Person Specification
Qualifications Essential
oRelevant nursing professional qualification (RMHN) oEvidence of post-qualification development relevant to the post oManagement qualification or demonstrable management experience
Desirable
oMaster's Degree or evidence of working at this level oClear and progressive pattern of academic achievements
Experience Essential
oSignificant experience in crisis mental health services, including contact centre/ crisis line environment oSubstantial operational management experience oExperience of service development, change management, and translating strategy into delivery oExperience of managing large-scale change, budgets, and complex operational pressures oUnderstanding of contemporary strategic and policy issues in mental health oExperience of staff management, industrial relations, and workforce issues
Desirable
oFormal project management experience oExperience of preparing and presenting reports at Board or Committee level oExperience of managing caseloads and waiting lists
Skills Essential
oStrong strategic and operational leadership skills oProven ability to lead and manage change in complex organisational environments oExcellent communication, influencing, and analytical skills oSound judgement with the ability to manage competing priorities and tight deadlines oHighly developed interpersonal skills and self-awareness oAbility to supervise and support staff working with people with acute mental health needs oStrong risk assessment, management, and complex problem-solving skills oAbility to produce high-quality reports, audits, and evaluations (including use of data) oBroad and effective IT skills
Desirable
oResearch and presentation skills. oExperience using IT systems and databases
Knowledge Essential
oAdvanced clinical knowledge of mental health care and nursing practice within NHS oExtensive knowledge of clinical governance, quality and risk management oKnowledge of clinical supervision and staff support frameworks oKnowledge of the research process and evidence-based practice oComprehensive knowledge of relevant policy and legislation (e.g. NHS & Community Care Act, Carers Act, MHA 1983, H&S legislation, NSF).
Other Requirements Essential
oHighly motivated, self directed and resilient oAbility to work flexibly, including participation in a 24/7 service and on call rota oCommitment to equality, fair access and service user empowerment oAbility to be calm under pressure, to contain emotional distress in others anxiety oFit to undertake patient-facing work as and when required oAttendance record acceptable to the Trust.
Desirable
oFull UK driving license.
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).
Employer details Employer name West London NHS Trust
Address Ealing Hospital
601 Uxbridge Road
Southall
UB1 3HW
United Kingdom
Employer's website https://www.westlondon.nhs.uk (Opens in a new tab)