Job summary
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
Main duties of the job
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.
About us
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' overallby 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
Job description
Job responsibilities
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.
Job description
Job responsibilities
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.
Person Specification
Qualifications
Essential
- Minimum of 5 GCSEs (one of which must be English Language and one Maths) or equivalent.
- NVQ level 3 in Health & Social Care or equivalent.
Desirable
- A-Levels / Diploma / Degree.
- Degree in Health Related subject.
- Evidence of accredited courses in mental health practice or related career pathway
Experience
Essential
- Understanding of mental health presentations, causes and treatments.
- Previous experience of working in a mental health setting.
- Experience of working with the public over the phone.
- Working as part of a team.
- Mandatory Training up-to-date (internal).
- IT literate - specifically in the MS office suite of programmes.
Desirable
- Working within a Mental Health Trust as HCA / Community Support worker.
- Working within a NHS organisation.
- Lived experience of mental health.
Knowledge & Skills
Essential
- A high level of both written and spoken English language.
- Ability to understand and respond appropriately to complex call queries.
- Excellent communication skills including common courtesy and customer service listening skills.
- Excellent telephone manner.
- Ability to use own initiative and problem solve.
- IT literate - specifically in the MS office suite of programmes.
- Ability to type quickly and accurately.
- Ability to work under pressure.
Desirable
- Ability to communicate in a second language.
- Knowledge of RiO patient record system.
Personal Qualities
Essential
- Flexible & Positive attitude to work
- Punctual Good attendance record.
- Ability to be empathetic.
Desirable
- Evidence of self-development
- Evidence of assisting others to develop
Specific Requirements
Essential
- Availability to work a shift rota covering 24 hours a day, 7 days a week 365 days a year.
Person Specification
Qualifications
Essential
- Minimum of 5 GCSEs (one of which must be English Language and one Maths) or equivalent.
- NVQ level 3 in Health & Social Care or equivalent.
Desirable
- A-Levels / Diploma / Degree.
- Degree in Health Related subject.
- Evidence of accredited courses in mental health practice or related career pathway
Experience
Essential
- Understanding of mental health presentations, causes and treatments.
- Previous experience of working in a mental health setting.
- Experience of working with the public over the phone.
- Working as part of a team.
- Mandatory Training up-to-date (internal).
- IT literate - specifically in the MS office suite of programmes.
Desirable
- Working within a Mental Health Trust as HCA / Community Support worker.
- Working within a NHS organisation.
- Lived experience of mental health.
Knowledge & Skills
Essential
- A high level of both written and spoken English language.
- Ability to understand and respond appropriately to complex call queries.
- Excellent communication skills including common courtesy and customer service listening skills.
- Excellent telephone manner.
- Ability to use own initiative and problem solve.
- IT literate - specifically in the MS office suite of programmes.
- Ability to type quickly and accurately.
- Ability to work under pressure.
Desirable
- Ability to communicate in a second language.
- Knowledge of RiO patient record system.
Personal Qualities
Essential
- Flexible & Positive attitude to work
- Punctual Good attendance record.
- Ability to be empathetic.
Desirable
- Evidence of self-development
- Evidence of assisting others to develop
Specific Requirements
Essential
- Availability to work a shift rota covering 24 hours a day, 7 days a week 365 days a year.
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).
