Job overview
Are you an experienced operational leader looking for an opportunity to shape and develop a fast paced frontline mental health crisis service?
The Mental Health Single Point of Access (MH SPA) is seeking an organised, proactive and highly motivated Operations Manager to support the day to day running, performance and ongoing development of our 24/7 mental health crisis service.
This is a key operational leadership role within a dynamic and evolving service, responsible for ensuring the safe, effective and efficient delivery of high-quality crisis care across the MH SPA and NHS 111 Mental Health pathway.
Working closely with the wider leadership team, the post holder will oversee operational performance, workforce planning, service processes and governance systems to ensure the service consistently meets performance standards, delivers positive patient outcomes and remains responsive to the changing demands of urgent mental health care.
The post holder will play a central role in driving service improvement, embedding robust operational processes, leading change initiatives and ensuring staff are well supported, developed and equipped to work safely within a high-pressure environment.
This is an exciting opportunity for a strong operational manager who thrives in busy environments, is passionate about continuous improvement and has the confidence to lead in a complex and demanding service
Main duties of the job
As Operations Manager, you will provide operational oversight of the MH SPA service, ensuring effective day to day delivery and supporting the wider strategic development of the department.
Your responsibilities will include:
·Overseeing the day to day operational running of the MH SPA and NHS 111 Mental Health service
·Monitoring staffing, service demand and performance to ensure safe and responsive service delivery
·Leading workforce planning, rota oversight and service resilience planning
·Managing recruitment, onboarding and line management processes for administrative structures
·Supporting performance management processes including sickness, attendance, welfare and development meetings
·Monitoring service performance against internal and external KPIs and taking action where standards are not met
·Leading on complaints, incidents, investigations and governance actions
·Producing performance reports, business cases and service improvement plans
·Supporting the implementation of policy, pathway and process changes across the service
·Leading operational audits, quality improvement work and compliance monitoring
·Working collaboratively with internal and external stakeholders to maintain effective partnership working
·Supporting the leadership team in the delivery of wider strategic and operational objectives
Working for our organisation
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’ overall by 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.
Detailed job description and main 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 & Training
Essential criteria
1. Educated to degree level in a relevant field such as Healthcare Management, Mental Health, or Business Administration, or equivalent experience in an operational management role.
2. Evidence of recent and ongoing professional development in management or healthcare operations.
3. Qualification or demonstrated knowledge in call centre environment.
4. Advanced understanding of NHS frameworks, policies, and healthcare standards.
Desirable criteria
5. Postgraduate diploma or formal training in healthcare management, operational management, or a related field.
6. Leadership or management certification (e.g., ILM Level 5 or equivalent).
7. Experience working in an NHS mental health crisis response setting or similar high pressured healthcare environment.
Experience
Essential criteria
8. Significant experience in team leadership and operational management within a healthcare or mental health setting.
9. Demonstrated experience in analysing performance metrics and generating data-driven recommendations for service improvement. Proven ability in developing and implementing policies, procedures, and operational improvements to enhance service delivery.
10. Experience in budget planning, financial oversight, and implementing cost improvement initiatives within a team or department.
11. Demonstrated success in managing multi-disciplinary teams and engaging with various internal and external stakeholders to achieve service objectives.
12. Experience handling complex, sensitive issues, such as patient complaints or staff performance, with tact and professionalism.
13. Experience in recruitment, induction, and workforce development, ensuring staff competency and support.
Desirable criteria
14. Experience managing collaborative projects or partnerships with external agencies and service providers.
15. Previous experience working within a Single Point of Access (SPA) or equivalent.
16. Experience managing external service providers and coordinating across departments.
Knowledge Skills
Essential criteria
17. Advanced communication and negotiation skills, with the ability to engage effectively with stakeholders and manage complex, sensitive issues.
18. Strong analytical skills, with a thorough understanding of healthcare performance metrics, KPI monitoring, and the ability to analyse data to drive service improvement.
19. High proficiency in IT, including Excel and other software used for data analysis, reporting, and workforce planning.
20. Competence in creating and delivering performance reports, budget reports, and presentations to senior leadership.
21. Proven ability to make informed, strategic decisions quickly in high-stakes situations based on data insights and service demands.
22. Previous experience of supporting effective performance management.
Desirable criteria
23. Knowledge of Single Point of Access (SPA) practices, procedures, and mental health crisis response frameworks.
24. Understanding of quality improvement frameworks, audit processes, and risk management strategies to support continuous improvement within the service.
Personal Qualities
Essential criteria
25. Proactive and adaptable, with a solution-oriented approach to emerging needs and changing service requirements.
26. Strong leadership qualities with a commitment to fostering a culture of continuous improvement, accountability, and professional growth within the team.
27. Resilient and empathetic, demonstrating a supportive approach to managing team welfare and handling complex staff and patient concerns.
28. High levels of integrity, professionalism, and commitment to upholding Trust values.
29. Demonstrates sensitivity to the needs of individuals and groups, with strong interpersonal skills to develop effective working relationships at all levels
Desirable criteria
30. Demonstrated commitment to diversity, equality, and inclusion within the workplace.
31. Able to engage constructively with staff to promote Trust values and encourage collaborative problem-solving.
Other Requirements
Essential criteria
32. Ability to adapt work hours as needed to meet the demands of a 24/7 service, including occasional on-call responsibilities.
33. Ability to travel between sites as required, ensuring flexibility to support service needs.
Desirable criteria
34. Possession of a valid UK driving license.
35. Experience working across multiple sites or departments.