Job summary
North West Ambulance Service is seeking a dynamic and highly motivated individual to directly support the development of the integrated response model of 999, 111 and non-emergency patient transfer contact centre functions. They will assume operational responsibility for all Trust contact centres and will harness improvements in areas such as digital and estate.
The successful candidate will be responsible for driving operational transformation and culture change within contact centres necessary to focus on improved patient outcomes including attention to health inequalities and trends pertaining to disparity in access to care for marginalised groups, maximise employee engagement and build an inclusive, positive workforce. In addition, they will work with Integrated Care Systems, commissioners, regulators and other external agencies to build relationships and proactively deliver appropriate responses to meet the challenges of emergency, social and health care services. The Trust is entering an exciting time of change and the successful candidate will be pivotal in shaping the future of the organisation.
The role does not necessarily require NHS or telehealth experience. Experience within other sectors and organisations are encouraged. Ultimately, we are looking for an experience senior leader who can demonstrate strong values, commitment to service users and staff with a track record of delivering within complex teams and organisations.
Main duties of the job
This senior leadership role will have accountability for the delivery of operational, workforce and financial performance of the Trust's Contact Centre functions.
Strategic portfolio responsibilities covering the Trust's Integrated Response Model and regional Clinical Assessment Service (CAS) development.
Provision of effective strategic and tactical management of all contact centre functions including physical, human and infrastructure resources
Responsibility for the achievement and maintaining of all key performance targets including patient focused clinical quality standards, response standards and efficiency and productivity targets.
Promote and role model inclusive compassionate leadership in line with the Trust's leadership framework, proactively living our values of working together, being at our best to make a positive difference to the lives of people and patients.
Support the Integrated Contact Centre Director with development of the Trust's long-term strategy, ensuring the service is fit for the future, in line with local and national priorities.
Acts as the Senior Responsible Officer for agreed strategic and transformational change projects, providing direct assurance to Trust Executives and Board
About us
The North West Ambulance Service NHS Trust is a high performing and dynamic organisation where we continually seek to improve and innovate to provide the very best possible care to patients within the communities we serve. We recognise that the core of its success is down to the contribution made by our staff, our volunteers and our partners. Our vision is to be the best performing ambulance service in the country, by delivering our strategic goals to deliver the right care, at the right time, in the right place; every time and we are looking for highly motivated individuals to deliver this vision in the wider ICS arena.
We are developing and changing our service delivery model to focus on integrated care, focussing on providing people with the support they need, joined up across local authorities. Integrated Care Systems are central to the NHS Long Term Plan and will bring together organisations to redesign care to improve healthcare for patients in response to increasing demand, public expectation and changes to the wider healthcare system.
Job description
Job responsibilities
The appointed Deputy Director of ICCs will lead and inspire NWAS strategy, vision and values.
Achieving this vision will mean that the service:
Achieves the highest standards of safe, effective and patient-centred care.
Achieves all operational performance standards
Ensures care is delivered in the most appropriate setting for the patient and the system, safely reducing unnecessary conveyance to emergency departments.
Provides the appropriate workforce, resources and infrastructure enabling the achievement of our priorities every time to patients.
Please refer to the attached job description and person specification which details the requirements of the roles and associated responsibilities.
Location: Any Trust Contact Centre (locations are Preston / Liverpool / Manchester / Bolton).
Please note recruitment to this post will be subject to an assessment centre process.
Application closing date: Friday 7th March 2025
Online assessment window for successful candidates via application: week commencing 17th March
Assessment day and interviews: Week commencing 24 or 31 March 20205 (To be confirmed)
Job description
Job responsibilities
The appointed Deputy Director of ICCs will lead and inspire NWAS strategy, vision and values.
Achieving this vision will mean that the service:
Achieves the highest standards of safe, effective and patient-centred care.
Achieves all operational performance standards
Ensures care is delivered in the most appropriate setting for the patient and the system, safely reducing unnecessary conveyance to emergency departments.
Provides the appropriate workforce, resources and infrastructure enabling the achievement of our priorities every time to patients.
Please refer to the attached job description and person specification which details the requirements of the roles and associated responsibilities.
Location: Any Trust Contact Centre (locations are Preston / Liverpool / Manchester / Bolton).
Please note recruitment to this post will be subject to an assessment centre process.
Application closing date: Friday 7th March 2025
Online assessment window for successful candidates via application: week commencing 17th March
Assessment day and interviews: Week commencing 24 or 31 March 20205 (To be confirmed)
Person Specification
Skills / Competencies
Essential
- oCan evidence innovative and strategic thinking ability.
- oIs credible to internal and external stakeholders
- oHas strong analytic, and critical reasoning skills involving highly complex facts or situations and capable of effective analysis, interpretation and comparisons of a range of options.
- oStrong communication skills, able to influence, negotiate and deliver very complex ad contentious messages on an individual and group basis.
- oAbility to translate strategic goals into effective and achievable operational plans and capable of monitoring their progress and outcomes.
- oEffective and adaptable interpersonal and influencing strategies including the ability to persuade others with personal conviction and facts.
- oAble to lead, develop and motivate team working
- oAble to make sense of complex and conflicting priorities and reach effective and speedy solutions.
- oCan lead and motivate complex singular or multi- disciplinary teams.
- oDemonstrable compassionate and inclusive leadership.
- oExperience in the application of HR processes.
- oDemonstrable experience of line management responsibilities.
- oIs politically astute with knowledge of local decision making and influencing bodies.
- oOpen and democratic style.
- oAbility to assess risks, anticipate difficulties and successfully address them.
Qualifications and Knowledge
Essential
- oEducated to masters level or equivalent experience.
- oAble to demonstrate specialist knowledge of contact centre management, underpinned by educational or short courses.
- oAble to demonstrate recent continuing professional development activity.
- oRelevant commander training to enable on-call and major incident management or requirement to complete on appointment.
Experience
Essential
- oSpecialist expert knowledge of call centre operations, preferably in an emergency or patient care setting, based on in -depth experience of managing call centre operations at a senior level.
- oIn depth professional knowledge across a number of disciplines including people management, systems management, financial management and performance management gained through training and experience over an extended period.
- oCurrent broad knowledge of appropriate specialist issues and the wider environment of the NHS, including strategic plans, CQUIN, CQC etc.
- oExperience of leading and managing large teams in a positive performance culture.
- oExperience of developing and implementing strategic plans for service area.
Values and Behaviours
Essential
- oWorking together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable.
- oBeing at our best - professional and adaptable and takes pride in work.
- oMaking a difference - act with compassion, kindness and integrity towards everyone.
Person Specification
Skills / Competencies
Essential
- oCan evidence innovative and strategic thinking ability.
- oIs credible to internal and external stakeholders
- oHas strong analytic, and critical reasoning skills involving highly complex facts or situations and capable of effective analysis, interpretation and comparisons of a range of options.
- oStrong communication skills, able to influence, negotiate and deliver very complex ad contentious messages on an individual and group basis.
- oAbility to translate strategic goals into effective and achievable operational plans and capable of monitoring their progress and outcomes.
- oEffective and adaptable interpersonal and influencing strategies including the ability to persuade others with personal conviction and facts.
- oAble to lead, develop and motivate team working
- oAble to make sense of complex and conflicting priorities and reach effective and speedy solutions.
- oCan lead and motivate complex singular or multi- disciplinary teams.
- oDemonstrable compassionate and inclusive leadership.
- oExperience in the application of HR processes.
- oDemonstrable experience of line management responsibilities.
- oIs politically astute with knowledge of local decision making and influencing bodies.
- oOpen and democratic style.
- oAbility to assess risks, anticipate difficulties and successfully address them.
Qualifications and Knowledge
Essential
- oEducated to masters level or equivalent experience.
- oAble to demonstrate specialist knowledge of contact centre management, underpinned by educational or short courses.
- oAble to demonstrate recent continuing professional development activity.
- oRelevant commander training to enable on-call and major incident management or requirement to complete on appointment.
Experience
Essential
- oSpecialist expert knowledge of call centre operations, preferably in an emergency or patient care setting, based on in -depth experience of managing call centre operations at a senior level.
- oIn depth professional knowledge across a number of disciplines including people management, systems management, financial management and performance management gained through training and experience over an extended period.
- oCurrent broad knowledge of appropriate specialist issues and the wider environment of the NHS, including strategic plans, CQUIN, CQC etc.
- oExperience of leading and managing large teams in a positive performance culture.
- oExperience of developing and implementing strategic plans for service area.
Values and Behaviours
Essential
- oWorking together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable.
- oBeing at our best - professional and adaptable and takes pride in work.
- oMaking a difference - act with compassion, kindness and integrity towards everyone.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
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