Job summary
- Main area
- LS Management
- Grade
- Band 8b
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 222-LS-Man-171
- Employer
- West London NHS Trust
- Employer type
- NHS
- Site
- Ealing Hospital
- Town
- Southall
- Salary
- £72,719 - £83,505 per annum pro rata inclusive of 15% HCAS
- Salary period
- Yearly
- Closing
- 22/06/2026 17:00
- Interview date
- 30/06/2026
Employer heading
Band 8b SPA Service Manager
Band 8b
West London NHS Trust provides a full range of mental health, community and physical healthcare services for children, adults and older people living in the London boroughs of Ealing, Hammersmith & Fulham and Hounslow.
We also provide some specialist services that are commissioned regionally, such as our medium secure services; and nationally, such as the Cassel Hospital for people with complex and severe personality disorder and our high secure services at Broadmoor Hospital.
Job overview
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
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
Essential criteria
- • Relevant nursing professional qualification (RMHN)
- • Evidence of post-qualification development relevant to the post
- • Management qualification or demonstrable management experience
Desirable criteria
- • Master’s Degree or evidence of working at this level
- • Clear and progressive pattern of academic achievements
Experience
Essential criteria
- • Significant experience in crisis mental health services, including contact centre/ crisis line environment
- • Substantial operational management experience
- • Experience of service development, change management, and translating strategy into delivery
- • Experience of managing large-scale change, budgets, and complex operational pressures
- • Understanding of contemporary strategic and policy issues in mental health
- • Experience of staff management, industrial relations, and workforce issues
Desirable criteria
- • Formal project management experience
- • Experience of preparing and presenting reports at Board or Committee level
- • Experience of managing caseloads and waiting lists
Skills
Essential criteria
- • Strong strategic and operational leadership skills
- • Proven ability to lead and manage change in complex organisational environments
- • Excellent communication, influencing, and analytical skills
- • Sound judgement with the ability to manage competing priorities and tight deadlines
- • Highly developed interpersonal skills and self-awareness
- • Ability to supervise and support staff working with people with acute mental health needs
- • Strong risk assessment, management, and complex problem-solving skills
- • Ability to produce high-quality reports, audits, and evaluations (including use of data)
- • Broad and effective IT skills
Desirable criteria
- • Research and presentation skills.
- • Experience using IT systems and databases
Knowledge
Essential criteria
- • Advanced clinical knowledge of mental health care and nursing practice within NHS
- • Extensive knowledge of clinical governance, quality and risk management
- • Knowledge of clinical supervision and staff support frameworks
- • Knowledge of the research process and evidence-based practice
- • Comprehensive knowledge of relevant policy and legislation (e.g. NHS & Community Care Act, Carers Act, MHA 1983, H&S legislation, NSF).
Other Requirements
Essential criteria
- • Highly motivated, self directed and resilient
- • Ability to work flexibly, including participation in a 24/7 service and on call rota
- • Commitment to equality, fair access and service user empowerment
- • Ability to be calm under pressure, to contain emotional distress in others anxiety
- • Fit to undertake patient-facing work as and when required
- • Attendance record acceptable to the Trust.
Desirable criteria
- • Full UK driving license.
Employer certification / accreditation badges
Applicant requirements
You must have appropriate UK professional registration.
This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
Documents to download
Further details / informal visits contact
- Name
- Katherine Murray
- Job title
- Associate Director of Mental Health Flow
- Email address
- [email protected]
If you have problems applying, contact
- Address
-
Human Resources – Trust Headquarters
West London NHS Trust
1 Armstrong Way - Southall
UB2 4SA
- Telephone
- Mob: 07483968676
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