Service Operations Manager

The Service Operations Manager is 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 the Head and Deputy Head of the Service you will play a vital role in external benchmarking and developing policies and procedures to support the provision of mental health services to students. You will work to identify gaps and shortfalls in mental health support for Imperial students, responding, anticipating, and innovating to the changing needs of the student body.

You will manage the administration team and functions of the Service, including the review and development of clear administrative processes. You will be a key point of contact within the Service and will be interacting with staff at all levels. You will also be confident acting as a first point of contact for 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. You will be practiced in instigating and coordinating a mental health crisis response as needed to ensure the safety of our students.

Duties and responsibilities

• Management of the Service administration team
• To work with the Service’s senior management team to lead on the smooth day-to-day operation of the Service and help shape future service developments.
• Coordinate and implement risk and crisis management escalation procedures in line with Service protocols
• Monitor, manage and report on the Service’s database system, ensuring records adhere to both GDPR and external professional regulations
• Analyse, develop, monitor, evaluate, and streamline administrative operating systems
• Coordinate oversight of 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
• Management of Service income and expenditure budgets along with financial forecasting

Essential requirements

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

Further information

This is a full time (35h/pw) and open ended contract based the South Kensington Campus at Imperial College London

We reserve the right to close this vacancy early if we receive sufficient applications for the role.

Due to the nature of the role the majority of annual leave will need to be taken outside of term-time.

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