Job summary
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
Service Centre Management:
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 description
Job responsibilities
Service Centre Manager
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 compassionate Service Centre Manager to 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 may utilise digital interview methods.
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.
Job description
Job responsibilities
Service Centre Manager
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 compassionate Service Centre Manager to 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 may utilise digital interview methods.
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
Essential
- A relevant professional qualification OR a relevant therapeutic qualification
Desirable
- 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)
Knowledge & Understanding
Essential
- 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.
Desirable
- Understanding of children & young peoples rights in care planning including Gillick Competency
Experience
Essential
- 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.
Desirable
- Experience of working with young people and/or families
Skills and Competencies
Essential
- Excellent communication, empathy, and professional liaison skills.
- Ability to analyse information and escalate appropriately
Qualities and Values
Essential
- Commitment to equity and inclusion in the workplace.
Person Specification
Qualifications
Essential
- A relevant professional qualification OR a relevant therapeutic qualification
Desirable
- 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)
Knowledge & Understanding
Essential
- 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.
Desirable
- Understanding of children & young peoples rights in care planning including Gillick Competency
Experience
Essential
- 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.
Desirable
- Experience of working with young people and/or families
Skills and Competencies
Essential
- Excellent communication, empathy, and professional liaison skills.
- Ability to analyse information and escalate appropriately
Qualities and Values
Essential
- 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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
Additional information
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
