Wiltshire Talking Therapies is seeking an experienced and dynamic individual for an Band 8a Operations Manager to provide operational leadership across Talking Therapies services within the Bath and North East Somerset, Swindon and Wiltshire (BSW) teams. This role combines operational management with clinical practice, requiring a skilled clinician who can balance strategic service leadership, projects and a clinical caseload. The post holder will lead the development and optimisation of digital access and online self referral pathways, oversee third party service provision, and drive service improvement initiatives that enhance access, quality, and efficiency. Working collaboratively across the wider Talking Therapies network, they will ensure high standards of patient care, support performance delivery, and contribute to the ongoing transformation of mental health services across BSW. Based within Wiltshire Talking Therapies, the role includes operational oversight across the wider BSW Talking Therapies footprint when required and face-to-face clinical work within Wiltshire.
The Talking Therapies Team won the AWP "Team of the Year" award in 2025 where it was recognised for outstanding service improvements. We place a very strong focus on staff wellbeing and development.
Provide operational leadership across Wiltshire and the wider BSW Talking Therapies services, ensuring safe, effective, and high-quality service delivery.
Lead the oversight and management of third-party service providers, monitoring performance, quality, outcomes, and contractual delivery
Drive the implementation, optimisation, and ongoing development of digital access pathways, including online referrals and digital triage systems.
Lead service improvement and transformation projects, using data and feedback to improve access, patient experience, clinical outcomes, and operational efficiency.
Support service performance management by monitoring activity, pathway effectiveness, waiting times, and service targets across the Talking Therapies system.
Act as a key liaison between services, stakeholders, and external providers, ensuring effective communication and collaboration.
Provide operational cover and leadership across BSW Talking Therapies teams as required.
Maintain a clinical caseload, using clinical expertise to support assessment, suitability decisions, and the delivery of high-quality patient care.
Ensure Talking Therapies pathways and assessment processes are delivered consistently and in line with local and national standards.
Support and contribute to the ongoing transformation of Talking Therapies services, embedding innovation and best practice across the system.
Provide therapy inline with the Talking Therapies manual.
We are the lead provider of healthcare for people with serious mental illness, learning disabilities and autism across Bath and North East Somerset (BaNES), Swindon and Wiltshire, and Bristol, North Somerset and South Gloucestershire.
We aim to provide High Quality, Compassionate Care everywhere, every day. This means our services will be safe, clinically effective and provide a positive all round experience for our patients, families and carers. And we believe passionately in treating everyone with kindness, respect and empathy.
Key to this is providing a supportive and safe environment for our 4,000 staff where we all feel welcome and able to do the best we can for those we support. Our staff and teams work incredibly hard delivering services across more than 90 locations, covering 2,200miles, to more than 1.8million people.
At AWP we actively encourage applicants from all backgrounds; we are particularly keen to encourage applications from people from Black, Asian and minority ethnic backgrounds, those with disabilities and from the LGBTQ+ community. We want people to bring their unique blend of experiences, backgrounds, perspectives and knowledge to AWP, as diversity makes us stronger.
To provide a Talking Therapies Service in the local area, and when required, assist with the other locality Talking Therapies services. To act as Senior Manager and member of the Operations Team for all areas. To oversee research and data collection. To supervise and oversee the delivery aspects of the Service. To assist in the supervision of other members of the Talking Therapies Team. To deputise at meetings for the Service Manager if unavailable.
Key Result Areas
Act as the operational lead for digital triage and access initiative supporting service transformation.
Lead and deliver a number of service improvement and transformation projects across the patch.
To act as Senior Manager and Member of the Operations Team for all areas.
To allocate approximately 50% of time to direct and indirect clinical work.
To act as a Lead Clinician and offer 1:1 sessions as appropriate.
To supervise and oversee the development of the service and programs of psycho-educational courses.
To work with a range of clients in a high volume stepped care approach, some of whom might be very distressed or severely depressed. To be flexible and responsive to individual’s needs and tailor the intervention appropriately. Recognise suicidal ideation and other risk factors. Manage highly agitated or aggressive patients or their families/carers.
A) Managerial
Act as the operational lead for digital triage and access initiatives, supporting service transformation.
Lead and deliver a number of service improvement and transformation projects across the patch.
To deputise as and when needed for the Head of BSW Talking Therapies and service Leads as appropriate.
To line manage a team of mental health Practitioners including sickness and performance etc. To oversee audits and to report any difficulties to the Service Manager.
To carry out appraisals of Mental Health Practitioners and report to the Service Manager. To provide cover for other members of the Senior Management Team.
Recruit staff as required.
To be a member of the Executive and Senior Management Team, including attending meetings and giving advice to the Head of Talking Therapies/service manager as appropriate.
Appropriately manage time for clinical work and managerial responsibilities.
To initiate in-service development and expansion.
To oversee the organisation and supervision of the work of the Assistants and PWPs.
To liaise with other Primary Care Services.
To liaise with Secondary Services.
To oversee training in conjunction with the Head of Service.
To be aware of budgetary constraints.
Maintain a Talking Therapies manual compliant service. Monitor and follow up patients in line with guidance.
To allocate and support staff as discussed with the Clinical Director and Head of Service.
To supervise staff as appropriate.
Induct and supervise new members of staff.
To represent the Service and deliver presentations both internally and to outside organizations e.g. ICB and national organizations especially those related to Talking Therapies.
To oversee links with voluntary and community organisations, educational and recreational opportunities and resources in the local area which may be of benefit to clients referred to the service.
To oversee the design and delivery of psycho-educational courses.
B) Professional:
To participate in the Talking Therapies business and professional meetings as appropriate.
To be aware of and comply with all policies, procedures and directives of the Department, Service and AWP.
To maintain and further develop high standards of therapy and psychology practice through co-operative work with other practitioners of all disciplines and involvement in professional audit.
To comply with British Psychology Society’s/ BABCP/ other regulatory body’s ‘Code of Conduct’ as well as procedures and government legislation as it applies to the Service.
To oversee the research in the service. To instigate and be involved in research as required.
C) Clinical Governance
To support the Service manager in the development and implementation of effective Clinical Governance across the Talking Therapies Service.
To support and participate in multidisciplinary audit in the service.
To promote the use of effective interventions in the service.
To participate in Clinical Governance processes in the service and in the profession.
To help in the design of audit forms.
Access GP data systems and input clinical notes.
D) General
To participate in liaison meetings with GPs and other members of the Primary Care Health Teams as appropriate.
To participate in locality meetings.
To participate in audit and personal review activity as required.
To compile and return statistics and activity levels as required and monitor and act on statistics.
To undertake such further training as might be required to maintain an appropriate level of expertise.
To participate in individual and peer supervision.
To be aware of and comply with all policies, procedures and directions of the department, service and AWP.
To participate in the research activities of the service and publish articles.
To participate in disseminating good practice by publication and presentation.
Communications and Working Relationships
Staff in Talking Therapies Service BSW.
GPs and Primary Care Teams.
Representatives of user and voluntary groups.
Other Psychology and Therapy colleagues across AWP.
PCLS and AMH Psychology staff.
ICB , commissioners.
Other Talking Therapies services.
Most challenging part of this role
To work with severely distressed and traumatised clients. To support practitioners in their work with highly distressed clients. Due to the community nature of the service this can be relatively unsupported and often raise conflicting demands. To ensure the delivery of a manual compliant Talking Therapies service. To assist the Head of Service in the management of staff when there are problems and issues. To deliver a comprehensive and quality service within budget.
