Services Manager – Complex Needs

Do you want to support people with mental health issues in a moment of crisis?

Are you calm, non-judgemental and able to work effectively with people experiencing distress?

If you can embody our values of Hope, Courage, Togetherness, and Responsiveness, and want to help others build resilience and manage their wellbeing, we’d love to hear from you.

Services Manager – Complex Needs & Community
Reference number: 313
Responsible to: Director of Complex Needs and Community
Working hours: 22.5 / 37.5 Hours, Monday – Friday
Rate of pay: £37,800 - £38,500 per annum
Working base: One of 7 Herts Mind Network Wellbeing Centres closest to home
Area covered: The role requires travel across Hertfordshire to our Wellbeing centres, community partnerships and external organisations

About Us

For over 50 years, we have supported the people of Hertfordshire with their mental health. We offer a range of Community Support services which provide advice, information, onward referral and holistic outreach support to people who are experiencing mental ill-health or who need help with their mental wellbeing. Our high quality services are flexible and we help people to resolve real-life difficulties and to improve their own independence, quality of life and wellbeing. Each year, we help 15,000 people experiencing mental ill health.

We are a local Mind, affiliated to national Mind, the leading mental health charity in England and Wales. This means that we are an independent charity responsible for raising our own funds through contracts, grants and fundraising.

About our Complex Needs & Community Services

The successful candidate will manage and develop the Complex Needs and Community Teams at Hertfordshire Mind Network. The Services Manager will be responsible for leading a variety of services currently including the Flourish (asylum seekers and refugees) contract and the Primary Care Network contract. As the services grow and develop, other services/projects may sit under this post.

About the role

The role requires travel across Hertfordshire to our Wellbeing centres, community partnerships and external organisations and is responsible for a team of staff and volunteers who work within Complex Needs and Community teams across the county.

As a Services Manager you will be an integral part of the Senior Management Team (SMT) and work in partnership with Complex Needs Team Leaders and the other Service Managers across the Charity. Reporting into the Director for Complex Needs and Community you will be directly responsible for the efficient and effective delivery of two or more of our Services and a key member of the Herts Mind Network Safeguarding team.

Responsibilities of the post

* Support the Director of Complex Needs and Community with effective running of the complex needs and community services.

* Build strong relationships and liaise with commissioners and partner organisations.

* Manage the Flourish and PCN contracts.

* Work closely with all key delivery partners across the system to ensure the service is responsive, inclusive and easy to access.

* Support the development of services by promoting and being responsive to changing needs.

* Oversee the recruitment and management of client facing staff.

* Be a strong safeguarding level 3 champion and manage/support referrals.

* Ensure all policies and procedures are current, understood by staff and that they are working within these policies and procedures.

* Monitor outcomes and evaluate the service, ensure all KPIs are met.

* Process referrals and manage and prioritise all administration tasks associated with the service, including Payroll and expenses submissions.

* Be part of the Senior Management on call rota (out of hours), attend SMT meetings as required and support the work of the wider SMT.

* Maintain and enhance service delivery standards and effectiveness.

* Contribute to the service development by working alongside the Directors to evaluate service delivery and produce progress and monitoring reports.

Benefits

* Annual leave entitlement of 25 days per year pro rata, rising to a max. of 29 days after 5 years employment (plus 8 days Bank Holidays).

* Birthday leave day.

* Cash plan health cover (after 6 months employment).

* Eligibility for blue light card.

* Employee Assistance Programme.

* Ongoing training relevant to your role.

Being able to drive and having access to your own vehicle (or equivalent) is essential for this role.

Closing date for receipt of applications is 5pm on 26th November 2025.
Interviews to be held on 2nd December 2025.

Interested?

If you would like to find out more, please click the apply button. You will be directed to our website to complete your application for this position.

We welcome applications from all suitably-qualified candidates, irrespective of gender, disability, marital or parental status, racial, ethnic or social origin, colour, religion, belief, or sexual orientation. In addition, during the various stages of recruitment, specific measures can be taken to ensure equal opportunities for candidates with disabilities or special needs.

Hertfordshire Mind Network is committed to the Disability Confident and Mindful Employer charters. We actively recruit staff who have a lived experience of mental ill health. Our inclusive approach recognises the unique skills, knowledge, and perspectives that lived experience brings to our team.

No agencies please