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Central and North West London NHS Foundation Trust

Service Manager

Job Type



Social Work



£64,408 - £73,961

Posted Date

17 November 2023

Epsom, Surrey

Closing Date

29 November 2023

Job overview
The post will be based at Horton in Epsom and will include day to day responsibility for services on that site as well as leading on a number of strategic projects across CNWL inpatient mental health rehabilitation services including Quality Improvement and other projects as directed by the Head of Service.

The successful candidate will be able to demonstrate:
- Substantial leadership experience in mental health services, at band 8a or above.
- A strong track record of implementing positive changes for service users.
- An ability to manage services within budget despite competing challenges.
- Engagement and development of staff teams.
- Excellent stakeholder relationship management.

For further information about the post please contact Sara Pountney, Head of Service at

The successful applicant may have contact with patients or service users. As an NHS Trust we strongly encourage and support vaccination as this remains the best way to protect yourself, your family, your colleagues and of course patients and service users when working on our healthcare settings.

Main duties of the job

- Senior Managerial responsibility for the Horton in-patient rehabilitation units and Recovery Centre.
- Lead Nurse for the Horton in-patient rehabilitation units.
- Safeguarding, Mental Health Act, Mental Capacity Act, and deprivation of liberty safeguards [DOLS] Lead for the Horton in-patient rehabilitation units.
- Responsibility for providing effective leadership and direction to Horton Managers.
- To support with the coordination of bed management and flow across Rehabilitation services.
- Ensuring robust performance and financial management.
- Participation in strategic planning as a member of the senior management team.
- To represent Rehabilitation Services at various Trust Policy groups.
- To lead on service wide developments as specified by the Service Director.
- To manage service changes and developments in partnerships with colleagues across the Trust.
- To deputise for the Head of Service as appropriate.
- To Participate in the CNWL Senior Manager on Call giving support to the CNWL mental health services out of hours. You will be expected to be on the rota once every twelve weeks for up to four days a week at a time.

Working for our organisation
Our Service

We are the largest provider of NHS in-patient mental health rehabilitation beds in the country;
We provide a service for people who have complex needs as a result of a severe and enduring mental illness which is psychotic in nature;
We provide a core service for people from Brent, Harrow, Hillingdon, Kensington and Chelsea, Westminster, Hammersmith and Fulham, Ealing and Hounslow
A number of our services are AIMS accredited.
We have a stepped care model, using the principle of least restrictive option, that includes the following:

High Dependency Units
Community based Open Rehabilitation Units
We accept people detained under both parts 2 & 3 of the Mental Health Act.
Detailed job description and main responsibilities
Horton Rehabilitation Units

To ensure the effective running of services, with operational policies, procedures and protocols in place to achieve service objectives
To ensure that services provide a high standard of mental health rehabilitation in line with the recovery approach and service guidance
To ensure that services are monitored and adapted to meet changing needs and identified commissioning requirements
To be responsible for service changes when required, ensuring effective implementation and management of changes with measurable outcomes and to agreed timescales
To monitor views of service users and their representatives and ensure that they and other key stakeholders are involved in service developments
To ensure that services consistently achieve quality and performance targets
To ensure that service delivery is in line with evidence-based practice
To ensure services meet the standards required by the Care Quality Commission
To support operational and ward managers to prepare for accreditation [AIMS]
To ensure that services meet the diverse needs of service users from different communities
To ensure that sites meet health and safety requirements
To maximise use rehab beds to support wider system flow

Human Resources Management

- To promote strong and effective leadership that is built on the principles of open engagement and learning.
- To create a culture in which innovative ideas and strategies can flourish and provide vision and inspiration to enable staff to deliver support more effectively.
- To implement a leadership structure that safely devolves decision making close to the point of care delivery.
- To ensure effective communication channels to all staff in the service and with partners.
- To ensure effective performance management, professional and clinical leadership, regular supervision and annual appraisal for all staff.
- To ensure staff are provided with learning and development opportunities appropriate to their needs, and complete mandatory training.
- To ensure staffing levels and skill mix fully and effectively meet the needs of the services, within financial constraints.
- To ensure staff are treated fairly and consistently and within the policies and procedures applied in the organisation.

Financial resources management
- To deliver robust financial management in line with service and trust targets, including realistic cost improvement programmes [CIP].
- To ensure services are cost effective and delivered within budget.
- To ensure effective bed management and maximise income.
- To identify service improvements and opportunities for income generation and ensure that the service area contributes to rehabilitation business developments.

Lead responsibilities

- To ensure the service is kept up to date with legislative and policy changes and developments.
- To Lead on driving QI projects throughout the rehabilitation service and support services with their QI projects.
- To support bed management and flow across Rehabilitation services.
- Ensuring robust performance and financial management.
- Participation in strategic planning as a member of the senior management team.
- To maintain good working relationships with the CNWL borough directorates and represent the service at acute bed and DTOC management meetings.
- To be the service lead for other areas of responsibility as directed by the Service Director.

Service Responsibilities
- To promote a positive image of the service and positively enhance the trust’s corporate image internally and with external agencies.
- To develop and maintain links with other services within the trust, particularly acute services, ensuring good bed management processes are followed.
- To maintain good communication with ICB’s and ensure that reporting requirements are met.
- To represent the service as required at external meetings with stakeholders.
- To carry out investigations into complaints, serious incidents and staffing issues as directed by the service director.
- To keep up to date professionally, be familiar with policy, legal and practice issues, and participate in training programmes identified within personal development plan.
- To initiate or participate in projects, research, clinical audit and surveys as directed and to identify relevant projects.

Rider Clause

This is an outline of the post holder’s duties and responsibilities. It is not intended as an exhaustive list and may change from time to time in order to meet the changing needs of the Trust and Department.

Person specification
Education and Qualifications
Essential criteria
A recognised relevant management qualification
Evidence of on-going personal and professional development
Essential criteria
Self-management: demonstrates resilience; recognises the anxieties of others and helps them to manage appropriately; absorbs criticism constructively; recognises and delivers to the ‘greater good’
Essential criteria
Sickness (or non-attendance) that is acceptable to the Trust
• Ability to understand and implement the equal opportunities policy at a level appropriate to the job.
Essential criteria
Policy and legislation: Knowledge of relevant policy and legislation and its application in mental health rehabilitation and substance use in mental health, including the Mental Health Act, Mental Capacity Act, safeguarding and deprivation of liberty safeguards.
Business thinking: Understands context at national and local level; translates this to enable teams to see their contribution; encourages teams to consider innovative approaches in line with policy
PREVIOUS EXPERIENCE Paid/unpaid relevant to job
Essential criteria
Substantial recent operational management experience of mental health services, including budget management, at Band 8A or equivalent in a health or social care organisation
Extensive experience in a health or social care service with a good understanding of mental health rehabilitation
The successful management of teams within a multi-disciplinary setting
Experience of service development in mental health
Experience of delivering quality improvements for service users
Experience of developing programmes to improve service user involvement
Experience of successful partnership working
Experience of managing a diverse workforce
Excellent presentation skills

CNWL (Central and North West London NHS Foundation Trust) has almost 8,000 staff providing integrated healthcare to a third of London's population, Milton Keynes and areas beyond. We involve service users, carers, the public, staff and partner organisations in the way that we are run.

Our catchment area spans diverse communities, with over 100 first languages spoken. It contains areas of great affluence as well as areas of much deprivation. We are committed to providing services that meet the needs of the people who use them, and we actively encourage involvement from local people who can help make a difference. We’re proud of our diversity and we continue to undertake new initiatives to advance equality for LGBT+, BME and people with disabilities to promote good relations and understanding between our staff.

We are recognised locally, nationally and internationally for providing high quality, innovative healthcare. We aim to employ only the best people, and our experts are frequently called upon to contribute to national health strategy and policy, and many models of our care have been adapted for use in other countries.

We offer a generous relocation package (subject to eligibility assessment) and flexible working options, including bank assignments for most roles. See attached Staff Reward and Wellbeing Handbook detailing our benefits, discounts and wellbeing initiatives for staff.

Become part of our team. We care for you as much as you care for others.

CNWL NHS Foundation Trust are committed to safeguarding all children and vulnerable adults and expect all staff and volunteers to share this commitment. We follow safe recruitment practices to protect children and vulnerable adults.

Due to the high response levels we receive for some vacancies, we may expire any of them prior to the advertised closing date and advise you to submit your application as soon as possible.

Our Agenda for Change employment contracts are subject to a contractual 13 week probationary period.

If you are offered a job, information will be transferred into the national NHS Electronic Staff Records system.

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