Service Operations Manager

About the role

This is an exciting time to join the Student Counselling and Mental Health Advice Service at Imperial College!

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. Working 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 identify gaps and shortfalls in mental health support for Imperial students, responding, anticipating, and innovating to the changing needs of the student body.

Managing 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.

Confident in 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 risk to the appropriate specialist professionals within the Service and experienced in instigating and coordinating a mental health crisis response as needed to ensure the safety of our students.

Please keep in mind that this post will involve encountering information about difficult and challenging experiences, so personal resilience is crucial. We support staff with regular debriefing and space to discuss when challenging situations arise.

What you would be doing

• Management of the Service administration team
• To work with the Service’s senior management team to lead on the 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, 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.
• Management of Service income and expenditure budgets along with financial forecasting.

What we are looking for

• 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/patient centred service and competence in communicating with students in crisis.
• Proven ability to analyse complex issues, generate new ideas, and write clear and concise reports.
• Excellent people management skills.

Further information

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.

As this post is exempt from the Rehabilitation of Offenders Act 1974, a satisfactory Disclosure and Barring Service (DBS) check, at the appropriate level, will be required for the successful candidate. Further information about the DBS disclosure process can be found at: http://www.homeoffice.gov.uk/agencies-public-bodies/dbs/ or by telephoning 03000 200 190. You may also wish to view the College’s DBS webpage for policy statements on the Recruitment and Employment of Ex-Offenders and the Secure Storage, Use, Retention & Disposal of Disclosures and Disclosure Information.

If you require any further details on the role, please contact: [Jonathan Dempsey] – j.dempsey@imperial.ac.uk.

Closes: 16^th August 2024

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