Service Operations Manager

Job summary

This is an exciting opportunity to join Imperial College London’s Counselling & Mental Health Advice Service. You will be fully supported and work with and across this multi-disciplinary service to support Imperial students and staff. You will hold a senior and key role within the Student Counselling and Mental Health Advice Service, with significant responsibility for the overall day to day operational management of the Service. In...

Job listing information

  • Reference ACA00061
  • Date posted 27 July 2022
  • Closing date 14 August 2022

Job description

Job summary

This is an exciting opportunity to join Imperial College London’s Counselling & Mental Health Advice Service. You will be fully supported and work with and across this multi-disciplinary service to support Imperial students and staff.

You will hold a senior and key role within the Student Counselling and Mental Health Advice Service, with significant responsibility for the overall day to day operational management of the Service. In collaboration with both the Head and Deputy Head of Student Counselling & Mental Health Advice Service, they will have a key role in external benchmarking and developing Student Mental Health advice, policies, and procedures to support students across the College. They will work in conjunction with the Head and Deputy, to identify gaps and shortfalls in mental health support for Imperial students, responding, anticipating, and innovating to the changing needs of the student body and the college.

You will manage the administration team and function of the service, including the review and development of clear administrative policies and processes supporting the Head of Service in the management of the Service. They will ensure that the service operates within the broad College mission and appropriate professional standards. They will be the first point of contact for the Service and will often be interacting with all levels of staff and distressed or vulnerable students. You will understand student mental/psychological difficulties and will initially identify and escalate potential mental health risk to the appropriate specialist professionals within the service. They will be practiced in instigating and coordinating a mental health crisis response as needed to ensure the safety of our students. They will also be liaising where needed with external specialist mental health providers and college services to coordinate support. You will work with the Head and Deputy Head of Service, the Senior Student Counsellors, The Student Mental Health Intervention Officers and the Senior Student Mental Health Adviser in promoting, developing and maintaining a safe and ethical Counselling and Mental Health Advice Service within the College. The role includes data management, continuous data analysis, and responsibility for the financial administration of the service.

Duties and responsibilities


  • To work closely with the Head of Service and other senior colleagues to support and lead on the smooth day-to-day operation of the service and help shape future service developments.

  • Monitor, manage and report on the service clinical confidential database, ensuring records adhere to both GDPR and external professional regulations

  • Analyse, Develop, devise, monitor, evaluate, and streamline administrative operating systems and protocols in collaboration with and to support the Head of Service, identifying gaps, shortfalls and improvements in Service provision and sourcing alternative programmes where required.

  • Hold oversight over all students presenting to the Service who identify with mental health risk and escalate to the appropriate specialist professionals within the service or externally as appropriate

  • Coordinate and implement Risk and crisis management escalation procedures for timely support of all incidents incoming and using initiative and judgement in the appropriate implementation of the College Mental Health Difficulties protocol

  • Maintain and manage accurate financial records for expenditure for the departmental accounts: in collaboration with the Head of Service be responsible for the creation of financial protocols, and for the accurate raising and processing of invoices including those relating to payment of external consultants and staff associates

  • Management of the Student Counselling and Mental Health Advice Service Administrative Assistant role(s) including involvement in recruitment, training, and Continuing Professional Development, ensuring that staff are experts in their specialised field of mental health support.

Essential requirements

Applicants should be educated to degree level and have significant relevant experience of working within a large and complex organisation. You will have a proven understanding of systems related to the administration of a client/patient centred service and demonstrated competence in communicating with students in crisis. You will have a proven ability to analyse complex issues, research information and generate new ideas, and to write clear and concise reports illustrating relevant information and recommendations, as well as excellent people management skills.

For full details of all essential role requirements please review the Job Description and Person Specification document.

Further information

Please demonstrate how you meet all the essential criteria and person specification in your application.

This role will be based at our South Kensington campus and other campuses as required.

Interviews will be held on 30/8/22

Documents

About Imperial College London

Imperial College London is the UK’s only university focussed entirely on science, engineering, medicine and business and we are consistently rated in the top 10 universities in the world.

You will find our main London campus in South Kensington, with our hospital campuses located nearby in West and North London. We also have Silwood Park in Berkshire and state-of-the-art facilities in development at our major new campus in White City.

We work in a multidisciplinary and diverse community for education, research, translation and commercialisation, harnessing science and innovation to tackle the big global challenges our complex world faces.

It’s our mission to achieve enduring excellence in all that we do for the benefit of society – and we are looking for the most talented people to help us get there.

Additional information

Please note that job descriptions cannot be exhaustive, and the post-holder may be required to undertake other duties, which are broadly in line with the above key responsibilities.

Imperial College is committed to equality of opportunity and to eliminating discrimination. All employees are expected to follow the Imperial Values & Behaviours framework. Our values are: 

  • Respect              
  • Collaboration
  • Excellence          
  • Integrity
  • Innovation

In addition to the above, employees are required to observe and comply with all College policies and regulations.

We are committed to equality of opportunity, to eliminating discrimination and to creating an inclusive working environment for all. We therefore encourage candidates to apply irrespective of age, disability, marriage or civil partnership status, pregnancy or maternity, race, religion and belief, gender reassignment, sex, or sexual orientation. We are an Athena SWAN Silver Award winner, a Disability Confident Leader and a Stonewall Diversity Champion.

For technical issues when applying online please email support.jobs@imperial.ac.uk.