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
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
Skills
Essential
- • 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
- • Research and presentation skills.
- • Experience using IT systems and databases
Knowledge
Essential
- • 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).
Experience
Essential
- • 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
- • Formal project management experience
- • Experience of preparing and presenting reports at Board or Committee level
- • Experience of managing caseloads and waiting lists
Qualifications
Essential
- • Relevant nursing professional qualification (RMHN)
- • Evidence of post-qualification development relevant to the post
- • Management qualification or demonstrable management experience
Desirable
- • Master’s Degree or evidence of working at this level
- • Clear and progressive pattern of academic achievements
Other Requirements
Essential
- • 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
- • Full UK driving license.
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Applying for this NHS job
This advert is for Band 8b SPA Service Manager with West London NHS Trust in Southall, London, England. It is listed as a Band 8 Manager and corporate role. The advertised salary is £72,719 - £83,505 per annum pro rata inclusive of 15% HCAS. The contract type is Permanent. The application deadline is 22 Jun 2026.
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