MHSPA Mental Health Advisor | West London NHS Trust

West London Mental Health Trust; City Of London; On-site; GBP 24,000 - 28,000; Full time

Job summary

A leading mental health service provider in the UK is seeking a Mental Health Advisor to join their 24/7 support team. You will provide first-line advice and support to individuals in distress as well as professionals seeking guidance. The ideal candidate will possess strong communication and customer service skills, thrive under pressure, and be passionate about improving mental health care. Full training and support are provided in this rewarding role.

Qualifications

• Strong communication and customer service skills are essential.
• Experience in a fast-paced environment is preferred.
• Ability to handle high-pressure situations with sensitivity.

Responsibilities

• Provide compassionate support to individuals in distress.
• Assist with triage and manage sensitive situations.
• Ensure accurate recording of information.

Skills

Strong communication skills

Customer service skills

Empathy

Resilience

Job description

The role of Mental Health Advisor (Telephone Support) offers an exciting opportunity to make a real difference every day. You’ll be at the heart of our 24/7 Mental Health Single Point of Access (SPA), providing compassionate, first‑line advice and support to people in distress, as well as carers and professionals seeking guidance.

Using your strong communication and customer service skills, you’ll respond to calls, emails, and future text‑based enquiries, helping individuals feel heard, safe, and supported.

This is a fast‑paced, varied, and rewarding role for someone who thrives under pressure, enjoys helping others, and is passionate about improving mental health care.

The West London NHS Trust Single Point of Access (SPA) provides 24/7 mental health support for people in crisis, as well as carers and professionals seeking advice.

As a Mental Health Advisor, you’ll be the first point of contact for individuals reaching out for help. You’ll provide advice, support, and information by phone and email, helping people stay safe and access the right care when they need it most.

Working alongside clinical colleagues, you’ll assist with triage, manage sensitive and high‑pressure situations, and ensure accurate recording of information. You’ll receive full training, clinical supervision, and ongoing support.

This is a rewarding and fast‑paced role within a 24/7 service, requiring empathy, resilience, and strong communication skills.

West London NHS Trust is one of the most diverse healthcare providers in the UK, delivering a range of mental health and physical healthcare and community services. The Trust runs Broadmoor Hospital, one of three high secure hospitals in the country, with an international reputation.

Our high‑secure services care for patients from South of England and we provide low and medium secure services across eight London boroughs. The Trust also provides mental and physical healthcare in three London boroughs (Ealing, Hounslow and Hammersmith & Fulham). We employ over 5,000 staff, of whom 59% are BME. Our turnover for 2024‑25 is over £500m.

The Trust is rated as ‘Good’ overall by the Care Quality Commission. Forensic services are rated as ‘Outstanding’.

The Trust is an established partner and contributor in the development of the evolving North West London Integrated Care System and the Integrated Care Board. The Trust leads the NW London Children and Adolescent Mental Health provider collaborative.

The Candidate Pack provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. Please view as attached.

The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.

This advert closes on Tuesday 18 Nov 2025