Job summary
- Main area
- MHSPA Mental Health Advisor
- Grade
- Band 4
- Contract
- 12 months (Fixed Term)
- Hours
- Full time - 37.5 hours per week
- Job ref
- 222-LS-Man-123
- Employer
- West London NHS Trust
- Employer type
- NHS
- Site
- St Bernards
- Town
- London
- Salary
- £32,199 - £34,876 per annum inclusive of HCAS (Outer)
- Salary period
- Yearly
- Closing
- 18/11/2025 17:00
- Interview date
- 25/11/2025
Employer heading
MHSPA Mental Health Advisor
Band 4
West London NHS Trust provides a full range of mental health, community and physical healthcare services for children, adults and older people living in the London boroughs of Ealing, Hammersmith & Fulham and Hounslow.
We also provide some specialist services that are commissioned regionally, such as our medium secure services; and nationally, such as the Cassel Hospital for people with complex and severe personality disorder and our high secure services at Broadmoor Hospital.
Job overview
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.
Working for our organisation
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
Detailed job description and main 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 criteria
- 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 criteria
- A-Levels / Diploma / Degree.
- Degree in Health Related subject.
- Evidence of accredited courses in mental health practice or related career pathway
Experience
Essential criteria
- 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 criteria
- Working within a Mental Health Trust as HCA / Community Support worker.
- Working within a NHS organisation.
- Lived experience of mental health.
Knowledge & Skills
Essential criteria
- 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 criteria
- Ability to communicate in a second language.
- Knowledge of RiO patient record system.
Personal Qualities
Essential criteria
- Flexible & Positive attitude to work
- Punctual Good attendance record.
- Ability to be empathetic.
Desirable criteria
- Evidence of self-development
- Evidence of assisting others to develop
Specific Requirements
Essential criteria
- Availability to work a shift rota covering 24 hours a day, 7 days a week 365 days a year.
Employer certification / accreditation badges
Applicant requirements
You must have appropriate UK professional registration.
This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
Documents to download
Further details / informal visits contact
- Name
- Farzanah Bhuttoo
- Job title
- Operational Manager
- Email address
- [email protected]
- Telephone number
- 02083548001
If you have problems applying, contact
- Address
-
Human Resources – Trust Headquarters
West London NHS Trust
1 Armstrong Way - Southall
UB2 4SA
- Telephone
- Mob: 07483968676
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