Band 8b SPA Service Manager
14 hours ago
Southall
Job summaryMake a real impact - every hour of every dayAre 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 jobWhy this role mattersDemand 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 responsivenessWorks at the frontline of urgent care, where performance, speed, and compassion are criticalUses digital tools like MiDOS and NHS Pathways to streamline triage and improve patient flowCollaborates with partners including London Ambulance Service, police, and local authoritiesDelivers a 2-hour Urgent Crisis Response, helping reduce unnecessary A&E attendancesYou'll also oversee vital safeguarding processes, including Merlin reports, ensuring vulnerable individuals receive timely and appropriate follow-up.What you'll be leadingA fast-paced, high-pressure crisis access service operating 24/7A skilled, multidisciplinary workforce delivering triage, risk assessment, and interventionService transformation in response to increasing call volumes and system pressuresAbout usWest 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.DetailsDate posted12 August 2026Pay schemeAgenda for changeBandBand 8bSalary 72,719 to 83,505 a year per annum pro rata inclusive of 15% HCAS ContractPermanentWorking pattern Full-time Reference number222-LS-Man-187Job locationsEaling Hospital601 Uxbridge RoadSouthallUB1 3HWUnited KingdomJob descriptionJob responsibilitiesThe 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 attachedThe person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed. Job description Job responsibilitiesThe 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 attachedThe person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.Person Specification Qualifications EssentialRelevant nursing professional qualification (RMHN)Evidence of post-qualification development relevant to the postManagement qualification or demonstrable management experienceDesirableMaster's Degree or evidence of working at this levelClear and progressive pattern of academic achievements Experience EssentialSignificant experience in crisis mental health services, including contact centre/ crisis line environmentSubstantial operational management experienceExperience of service development, change management, and translating strategy into deliveryExperience of managing large-scale change, budgets, and complex operational pressuresUnderstanding of contemporary strategic and policy issues in mental healthExperience of staff management, industrial relations, and workforce issuesDesirableFormal project management experienceExperience of preparing and presenting reports at Board or Committee levelExperience of managing caseloads and waiting lists Skills EssentialStrong strategic and operational leadership skillsProven ability to lead and manage change in complex organisational environmentsExcellent communication, influencing, and analytical skillsSound judgement with the ability to manage competing priorities and tight deadlinesHighly developed interpersonal skills and self-awarenessAbility to supervise and support staff working with people with acute mental health needsStrong risk assessment, management, and complex problem-solving skillsAbility to produce high-quality reports, audits, and evaluations (including use of data)Broad and effective IT skillsDesirableResearch and presentation skills.Experience using IT systems and databases Knowledge EssentialAdvanced clinical knowledge of mental health care and nursing practice within NHSExtensive knowledge of clinical governance, quality and risk managementKnowledge of clinical supervision and staff support frameworksKnowledge of the research process and evidence-based practiceComprehensive knowledge of relevant policy and legislation (e.g. NHS & Community Care Act, Carers Act, MHA 1983, H&S legislation, NSF). Other Requirements EssentialHighly motivated, self directed and resilientAbility to work flexibly, including participation in a 24/7 service and on call rotaCommitment to equality, fair access and service user empowermentAbility to be calm under pressure, to contain emotional distress in others anxietyFit to undertake patient-facing work as and when requiredAttendance record acceptable to the Trust.DesirableFull UK driving license. Person Specification Qualifications EssentialRelevant nursing professional qualification (RMHN)Evidence of post-qualification development relevant to the postManagement qualification or demonstrable management experienceDesirableMaster's Degree or evidence of working at this levelClear and progressive pattern of academic achievements Experience EssentialSignificant experience in crisis mental health services, including contact centre/ crisis line environmentSubstantial operational management experienceExperience of service development, change management, and translating strategy into deliveryExperience of managing large-scale change, budgets, and complex operational pressuresUnderstanding of contemporary strategic and policy issues in mental healthExperience of staff management, industrial relations, and workforce issuesDesirableFormal project management experienceExperience of preparing and presenting reports at Board or Committee levelExperience of managing caseloads and waiting lists Skills EssentialStrong strategic and operational leadership skillsProven ability to lead and manage change in complex organisational environmentsExcellent communication, influencing, and analytical skillsSound judgement with the ability to manage competing priorities and tight deadlinesHighly developed interpersonal skills and self-awarenessAbility to supervise and support staff working with people with acute mental health needsStrong risk assessment, management, and complex problem-solving skillsAbility to produce high-quality reports, audits, and evaluations (including use of data)Broad and effective IT skillsDesirableResearch and presentation skills.Experience using IT systems and databases Knowledge EssentialAdvanced clinical knowledge of mental health care and nursing practice within NHSExtensive knowledge of clinical governance, quality and risk managementKnowledge of clinical supervision and staff support frameworksKnowledge of the research process and evidence-based practiceComprehensive knowledge of relevant policy and legislation (e.g. NHS & Community Care Act, Carers Act, MHA 1983, H&S legislation, NSF). Other Requirements EssentialHighly motivated, self directed and resilientAbility to work flexibly, including participation in a 24/7 service and on call rotaCommitment to equality, fair access and service user empowermentAbility to be calm under pressure, to contain emotional distress in others anxietyFit to undertake patient-facing work as and when requiredAttendance record acceptable to the Trust.DesirableFull UK driving license.Disclosure and Barring Service CheckThis 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 SponsorshipApplications 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). Additional information Disclosure and Barring Service CheckThis 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 SponsorshipApplications 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 detailsEmployer nameWest London NHS TrustAddressEaling Hospital601 Uxbridge RoadSouthallUB1 3HWUnited KingdomEmployer's websiteEmployer detailsEmployer nameWest London NHS TrustAddressEaling Hospital601 Uxbridge RoadSouthallUB1 3HWUnited KingdomEmployer's website
