Next in our Service Manager series, we sit down with Lois Wild, Service Manager at Moss Lodge, whose journey with Northern Healthcare began over seven years ago. With a background in forensic mental health and a passion for creating safe, supportive environments, Lois has played a key role in developing new services and shaping positive outcomes for the people we support.

She shares what motivated her to take the leap from the NHS to Northern Healthcare, how she leads with honesty and purpose, and why seeing people grow, whether that’s her team or the individuals we support, makes it all worthwhile.

What led you to join Northern Healthcare?

"I’ve worked for Northern Healthcare for seven and a half years now.

Before joining, I worked in a forensic hospital from the age of 18. I was heavily involved in ward management, tribunals, writing reports for ward rounds, and of course, supporting patients. I first came across Northern Healthcare when I visited one of their supported accommodations with a patient. At the time, NHC was fairly new. The Director invited me to visit a new service, Montgomery House. I really liked the vision for the new accommodation and the plans for supporting patients coming out of hospital.

In my previous role, I often escorted patients to potential supported living placements. What stood out to me was how different Northern Healthcare’s model was. It inspired me to make the move from the NHS, which, at the time, felt like a daunting decision.”

What inspired you to become a Service Manager?

“I was very lucky to join Northern Healthcare as a Deputy Manager. I worked really hard at Montgomery House and was then given the opportunity to step up as a Service Manager. Over the years, I’ve had the chance to work across many different NHC services and have seen the company grow significantly.

What’s been particularly rewarding is seeing how Northern Healthcare supports its staff to grow alongside the business. I’ve witnessed colleagues develop in their careers, and it’s lovely to be part of a company that encourages that progression.”

What do you love most about working here?

“I’m a very passionate person professionally, and I always want the best for the people we support. When I’m carrying out assessments, I always think about those already living in our services. After all, it’s their home during their journey with Northern Healthcare.

I truly feel supported here. There’s always someone to speak to when you need it. NHC promotes well-being not just for the people we support, but for us as staff too, and that means a lot.”

How do you support your team to thrive?

“My team is amazing. They know I’m passionate, and I think that energy feeds through to them. I have a saying: “Knowledge is powerful when used in the right way.” I believe in sharing what I know so we can all support both the people in our care and each other as colleagues.

I’m always open and honest with my team, whether it’s sharing positives, raising concerns, or exploring how we can improve. Northern Healthcare provides great tools that help me support them in their roles.

And laughter is a must! I love seeing my team having meaningful one-to-one conversations with the people we support, engaging in activities, going out, and just having fun. But above all, seeing the people we support thrive with my team’s support is what makes it all worthwhile.”

What makes Northern Healthcare’s approach to mental health support stand out?

“Northern Healthcare has clear pathways to support people with a wide range of diagnoses. Our care and support planning is incredibly thorough, and the way we monitor and measure outcomes is of a very high standard.

There will always be risk involved, but it’s how we manage that risk, by working in a person-centred way and following care plans closely, that really stands out. From the initial assessment, we clearly explain what we do, how we’ll do it, and the outcomes we want to achieve. For me, discharge planning starts at admission, it’s all about creating a journey that leads to independence and success.”

Is there a moment or a success story that’s stuck with you?

“My biggest successes have been opening new services. Being part of a person’s journey even before I know them, imagining what I want the service to look like and feel like if I were living there, means a lot to me.

I especially love seeing people move on in a positive way. I’m also proud of the strong relationships I’ve built with professionals and partner agencies as those working relationships are so important.”

What advice would you give to someone thinking of applying for a Service Manager role?

“My advice? This job is not easy. It’s hard work and requires strong time management and the ability to think outside the box.

Service Managers need to genuinely care and be ready to adapt their priorities quickly. That flexibility is key. But I can honestly say, even as the company grows, it still feels like we’re one big family. No matter your job title, we all share one goal: to support the people in our care to live safely and comfortably in the community, with a future full of possibility.”

If you’re ready to take the next step in your career, we’d love to hear from you. At Northern Healthcare, we champion development at every stage and take pride in helping our people grow into roles where they can lead, support, and inspire.

Take a look at our current Service Manager opportunities here: Current job openings - Northern Healthcare