Service Centre Manager

Integrated Care System; Halifax; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading mental health service provider in Halifax is seeking a proactive Service Centre Manager. You will lead a dedicated team to ensure streamlined service delivery and maintain robust safeguard systems. Ideal candidates will have a strong background in children's mental health, experience in clinical decision-making, and exceptional leadership skills. Join us to make a meaningful impact on individuals' lives in the community.

Benefits

Flexible working opportunities

Opportunity for professional development

Qualifications

• Strong knowledge of children and young people’s mental health and risk assessment.
• Experience in clinical decision-making and person-centred triage.
• Confidence in managing safeguarding concerns.

Responsibilities

• Lead the running of the Service Centre in line with policies and procedures.
• Provide operational leadership to staff teams.
• Ensure consistent coordination of referrals.

Skills

Leadership

Data quality

Mental health knowledge

Empathy

Education

Relevant professional or therapeutic qualification

Post-registration training in mental health interventions

Tools

Digital case management systems

Job description

Northpoint’s Service Centres provide access to signposting, advice and guidance on local support offers and processing of referrals related to mental health and emotional well-being and ASD/ADHD requests for assessment. They process high volumes of referrals and requests for service efficiently and safely with a combination of integrated digital platforms and staff teams. Internally, the Service Centre Manager leads teams to focus on enabling streamlined and consistent service user experiences and ensuring that robust systems and processes are in place, particularly with regards to safeguarding and clinical risk/complexity. This includes recruitment, onboarding, ongoing competency oversight and supervision for the team members. They will maintain a focus on data quality and collaboration with data and impact teams to identify continuous improvement opportunities. Externally, the Service Centre Manager builds and maintains relationships with local partners and providers to strengthen understanding and awareness of the service offering and improve integrated working.

Main duties of the job

Lead and direct the running of the Service Centre in line with contract standards, policies and procedures (i.e. information governance, triage, safeguarding and clinical risk processes and audit requirements)

Provide performance management and operational leadership to Service Centre staff teams

Ensure the process for co-ordinating and allocating referrals on a day to basis is clear and consistent for execution by senior clinical staff

Confirm that all clinical records, letters to service users, and communications to partners are clear, consistent, accessible and written in line with Northpoint guidance

Link with clinical leads who hold responsibility for clinical governance and safeguarding oversight to ensure adherence to policies and procedures

Provide oversight of the data and service monitoring processes in collaboration with data and impact leads

Link with information governance leads who hold responsibility for information governance oversight to ensure adherence to policies and procedures

Engage with continuous improvement activities and digital strategy developments to ensure development is informed by operational needs

Support initiatives which impact on Service Centres and the wider services such as SilverCloud digital CBT support, Single Session Therapy (SST), website improvement, clinical requirements for trainees, group work, etc.

Hold overall accountability for ensuring that working areas meet Northpoint's health and safety (H&S) standards, by supporting and guiding Administrative Leads to maintain safe, tidy, and compliant environments.

Partnership Working:

Strengthen and maintain existing links with partner agencies, and develop new relationships and signposting pathways where relevant

Link with relevant colleagues in partner agencies to ensure the correct clinical involvement in decisions about cases

Maintain clear links with partner organisation service managers to address and resolve issues which may impact on the journey of service users

Attend multi-agency and commissioning meetings where relevant to represent Northpoint Service Centre perspectives

About us

Northpoint is a BACP-accredited service operating Service Centres for single point of access (SPA) and central point of contact (CPOC) services in West Yorkshire. Our Service Centres facilitate referrals and requests for support related to mental health and emotional well-being and ASD/ADHD requests for assessment. Our model is digitally enabled to provide an efficient and informed service user experience, connecting people to the right local resources and support, at the right time, in line with their individual goals. In addition to our Service Centres, Northpoint provides school-based support and therapeutic interventions and operates as the lead provider in select local mental health partnerships in collaboration with Integrated Care Boards (ICBs) and NHS Trusts.

Job responsibilities

Are you ready to lead with purpose and make a real difference in people’s lives?

At Northpoint, we’re looking for a pro active and compassionateService Centre Managerto join our team. This is a unique opportunity to shape and lead services that support thousands of individuals each year across Calderdale.

Why us?

Northpoint is a BACP-accredited service operating Service Centres for single point of access (SPA) and central point of contact (CPOC) services in West Yorkshire. Our Service Centres facilitate referrals and requests for support related to mental health and emotional well-being and ASD/ADHD requests for assessment. Our model is digitally enabled to provide an efficient and informed service user experience, connecting people to the right local resources and support, at the right time, in line with their individual goals.

What you will be doing as our Service Centre Manager:

As Service Centre Manager, you’ll play a pivotal role in ensuring a seamless and consistent experience for our service users. You’ll lead and support a dedicated team, ensuring robust systems are in place especially around safeguarding and clinical risk. Your responsibilities will include:

• Leading recruitment, onboarding, supervision, and ongoing development of team members
• Driving data quality and collaborating with our data and impact teams to identify improvement opportunities
• Building strong partnerships with local providers and stakeholders to enhance integrated working
• Championing a culture of continuous improvement and service excellence

What are we looking for in our ideal Service Centre Manager:

We’re seeking someone who brings both expertise and heart to the role. Our ideal candidate will have:

• A relevant professional or relevant therapeutic qualification
• Strong knowledge of children and young people’s mental health and risk assessment
• Experience in clinical decision-making and person-centred triage
• A solid understanding of GDPR and data handling in health or social care
• Proven leadership in managing staff within health, education, or social care settings
• Experience with triage, case allocation, and digital case management systems
• Confidence in managing safeguarding concerns and multi-agency collaboration
• A track record of using performance data to drive service improvements

This is more than a management role it’s a chance to lead with impact. You’ll be at the heart of a service that empowers individuals and families, working alongside a passionate team in a supportive and inclusive environment.

If you have the skills, knowledge and experience we are looking for, and are passionate about making a difference, please click ‘Apply’ to be considered for our Service Centre Manager.We would love to hear from you!

Closing date: August 26, 2025

We aim to be a talented, resilient and inclusive community. We welcome applications from all and offer a variety of flexible working/job share opportunities for both full and part-time staff.

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults, and expect all staff to share this commitment. Applicants to posts that are exempt from the Rehabilitation of Offenders Act will require a DBS from the Disclosure and Barring Service before the appointment is confirmed.

Person Specification

Qualifications

• A relevant professional qualification OR a relevant therapeutic qualification
• Up-to-date safeguarding training, ideally at Level 3 or above (especially for working with children and young people).
• Formal training in leadership, service management, or supervision (e.g. ILM/CIPD or equivalent), or demonstrable experience
• Post-registration training in relevant evidence-based/NICE guideline-indicated mental health interventions (e.g. CBT, brief family work, group work)
• Accreditation with a professional body (e.g. BACP-accredited)
• Sound knowledge of children and young peoples mental health conditions and risk assessment.
• Clinical decision-making and person-centred triage.
• Understanding of GDPR and data handling best practices, particularly in health or social care settings.
• Understanding of children & young peoples rights in care planning including Gillick Competency

Experience

• Proven experience managing staff teams in a health, education, or social care setting.
• Experience with recruitment, supervision, performance management, and service delivery oversight.
• Experience managing triage, case allocation, and coordination of services at scale.
• Experience using or overseeing digital case management systems or digital service delivery tools.
• Experience working with clinical risk, safeguarding concerns, and referral decision-making processes.
• Understanding of escalation protocols and multi-agency safeguarding frameworks.
• Experience building collaborative relationships with local authorities, NHS partners, schools, or voluntary sector organisations.
• Experience attending and contributing to multi-agency or commissioning meetings.
• Experience using performance data and feedback to improve service delivery.
• Familiarity with quality assurance, audit processes, and continuous improvement methodologies.
• Ability to ensure clarity, consistency, and quality in written communications, including letters, reports, and service user correspondence.
• Experience of working with young people and/or families

Skills and Competencies

• Excellent communication, empathy, and professional liaison skills.
• Ability to analyse information and escalate appropriately

Qualities and Values

• Commitment to equity and inclusion in the workplace.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.