Service Operations Manager

This is an exciting time to join the Student Counselling and Mental Health Advice Service at Imperial College! We have been investing heavily in our Service to better support our students through university life. We have grown from a small team to a diverse and multifaceted group of over 30 professionals striving to deliver the best experience possible for our students.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.We ask that candidates 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.Duties and responsibilitiesManagement of the Service administration teamTo 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 protocolsMonitor, manage and report on the Service’s database system, ensuring records adhere to both GDPR and external professional regulationsAnalyse, develop, monitor, evaluate, and streamline administrative operating systemsCoordinate 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 appropriateManagement of Service income and expenditure budgets along with financial forecastingApplicants 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 recommendationsFurther informationThis is a full time (35h/pw) and open ended contract based theSouth KensingtonCampus at Imperial College LondonWe 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: / 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.Hybrid working may be considered for this role. Staff working in roles that are suitable for hybrid working will normally be expected to work 60% of their time onsite. The opportunity for hybrid working will be discussed at interview.Create a job alert and receive personalised job recommendations straight to your inbox.
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