MHSPA Operational Manager

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, 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

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.