Job summary
Service Delivery Manager - Call Handling
Location: Middlebrook and the wider ICC Contact Centres
**Please note that NWAS reserves the right to close this advert early if we receive a high volume of applications**
Are you ready to make a real impact? This is your chance to step into a senior leadership role at the heart of NWAS's transformation journey.
As we integrate 111, 999, and Planned Call Handling services across our region, we need dynamic leaders who thrive in complexity, champion innovation, and put patient safety and staff wellbeing at the forefront.
If you're passionate about driving change and delivering excellence, we want you on our team.
Main duties of the job
Key Responsibilities
Provide senior operational and performance management for ICC Call Handling.
Deliver key performance indicators and efficiency standards through robust monitoring and reporting.
Support the Head of ICC Call Handling in implementing annual business plans and long-term transformation initiatives.
Lead and motivate a team of senior managers, fostering a culture of inclusion and continuous improvement.
Contribute to the development of ICC strategy and service transformation in line with NHS priorities.
Promote NWAS values and role model our Be Think Do philosophy.
About us
North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.
Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.
Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.
We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.
Job description
Job responsibilities
What Were Looking For
A highly motivated leader with proven experience in Integrated Contact Centres or similar environments.
Strong ability to manage change and deliver results in a fast-paced, complex setting.
Excellent analytical, strategic thinking, and stakeholder engagement skills.
Demonstrable experience in performance management, financial oversight, and service improvement.
Commitment to values-based leadership and creating a great place to work.
Why Apply?
This is an opportunity to play a key role in shaping the future of urgent and emergency care delivery within NWAS. Youll be part of a dynamic team driving innovation and integration across our services.
Recruitment Campaign:
Advertising Dates - 09.12.2025 - 28.12.2025
Assessment Centre - 06.01.2025 at Estuary Point (Liverpool)
Professional Discussions - 15.01.2025 at Estuary Point (Liverpool)
Please ensure you have read the job description fully before applying for this role.
Job description
Job responsibilities
What Were Looking For
A highly motivated leader with proven experience in Integrated Contact Centres or similar environments.
Strong ability to manage change and deliver results in a fast-paced, complex setting.
Excellent analytical, strategic thinking, and stakeholder engagement skills.
Demonstrable experience in performance management, financial oversight, and service improvement.
Commitment to values-based leadership and creating a great place to work.
Why Apply?
This is an opportunity to play a key role in shaping the future of urgent and emergency care delivery within NWAS. Youll be part of a dynamic team driving innovation and integration across our services.
Recruitment Campaign:
Advertising Dates - 09.12.2025 - 28.12.2025
Assessment Centre - 06.01.2025 at Estuary Point (Liverpool)
Professional Discussions - 15.01.2025 at Estuary Point (Liverpool)
Please ensure you have read the job description fully before applying for this role.
Person Specification
Skills / Competencies
Essential
- Can evidence innovative and strategic thinking ability
- Is credible to internal and external stakeholders
- Has 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
- Able to demonstrate the ability to provide and receive highly complex information where there are significant barriers to acceptance -
- Ability to demonstrate the ability to communicate in situations where it is considered sensitive or highly contentious -
- Ability to translate strategic goals into effective and achievable operational plans and capable of monitoring their progress and outcomes
- Effective and adaptable interpersonal and influencing ability including the ability to persuade others with personal conviction and facts
- Able to lead, develop and motivate team working
- Highly developed negotiating and influencing skills
- Able to make sense of complex and conflicting priorities and reach effective and speedy solutions
- Is politically astute with knowledge of local decision making and influencing bodies. Open and democratic style
- Ability to handle detail within strategic plans and make informed decisions and judgements
- Ability to assess risks, anticipate difficulties and successfully address them
- Ability to drive, facilitating travel between multiple operational sites
- Demonstrable compassionate and inclusive leadership
- Experience in the application of HR processes
- Demonstrable experience of line management responsibilities
Qualification and Knowledge
Essential
- Educated to Degree level in a relevant subject or able to demonstrate significant operational experience in lieu of this
- Educated to Masters level / equivalent experience
- Has specific in-depth knowledge of the challenges facing health and social care gained through a mix of experience and formal training
- Can provide evidence of recent on-going personal development activity
- Has current broad knowledge of the national NHS context in respect of transforming the response to urgent patient care needs
Experience
Essential
- NHS Management experience, including evidence of significant external stakeholder engagement and comprehensive CPD
- Detailed understanding of the factors affecting successful service delivery in the Urgent Care environment. [insert specification
- Can demonstrate experience in remedial performance management, with evidence of implementing action plans and performance improvement
- Can demonstrate successful financial management, rigorous financial monitoring and control, and evaluating competing budgetary priorities
- Has business planning, objective setting and performance management experience and is able to formulate medium/long term and tactical plans (which contribute to strategic plans) involving uncertainty and which might impact on the Trust
- Can demonstrate experience of successfully leading and managing a team
Values and Behaviours
Essential
- Working together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable
- The post holder must be a role model for openness and inclusion
- Encourages innovative thinking in others
- Demonstrates resilience, confidence and self-belief when under pressure
- Can demonstrate self-awareness which includes awareness of impact on others
- Ability to work under pressure and meet deadlines
- Has high personal integrity, and emotional toughness
- Demonstrates a leadership style which is visible and democratic
- Committed to promoting diversity and awareness of equal opportunities
- Required to travel extensively across the Area
- Track record of continuous professional development
- Demonstrates commitment to the values, principles of public service and health and social care in particular-
Person Specification
Skills / Competencies
Essential
- Can evidence innovative and strategic thinking ability
- Is credible to internal and external stakeholders
- Has 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
- Able to demonstrate the ability to provide and receive highly complex information where there are significant barriers to acceptance -
- Ability to demonstrate the ability to communicate in situations where it is considered sensitive or highly contentious -
- Ability to translate strategic goals into effective and achievable operational plans and capable of monitoring their progress and outcomes
- Effective and adaptable interpersonal and influencing ability including the ability to persuade others with personal conviction and facts
- Able to lead, develop and motivate team working
- Highly developed negotiating and influencing skills
- Able to make sense of complex and conflicting priorities and reach effective and speedy solutions
- Is politically astute with knowledge of local decision making and influencing bodies. Open and democratic style
- Ability to handle detail within strategic plans and make informed decisions and judgements
- Ability to assess risks, anticipate difficulties and successfully address them
- Ability to drive, facilitating travel between multiple operational sites
- Demonstrable compassionate and inclusive leadership
- Experience in the application of HR processes
- Demonstrable experience of line management responsibilities
Qualification and Knowledge
Essential
- Educated to Degree level in a relevant subject or able to demonstrate significant operational experience in lieu of this
- Educated to Masters level / equivalent experience
- Has specific in-depth knowledge of the challenges facing health and social care gained through a mix of experience and formal training
- Can provide evidence of recent on-going personal development activity
- Has current broad knowledge of the national NHS context in respect of transforming the response to urgent patient care needs
Experience
Essential
- NHS Management experience, including evidence of significant external stakeholder engagement and comprehensive CPD
- Detailed understanding of the factors affecting successful service delivery in the Urgent Care environment. [insert specification
- Can demonstrate experience in remedial performance management, with evidence of implementing action plans and performance improvement
- Can demonstrate successful financial management, rigorous financial monitoring and control, and evaluating competing budgetary priorities
- Has business planning, objective setting and performance management experience and is able to formulate medium/long term and tactical plans (which contribute to strategic plans) involving uncertainty and which might impact on the Trust
- Can demonstrate experience of successfully leading and managing a team
Values and Behaviours
Essential
- Working together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable
- The post holder must be a role model for openness and inclusion
- Encourages innovative thinking in others
- Demonstrates resilience, confidence and self-belief when under pressure
- Can demonstrate self-awareness which includes awareness of impact on others
- Ability to work under pressure and meet deadlines
- Has high personal integrity, and emotional toughness
- Demonstrates a leadership style which is visible and democratic
- Committed to promoting diversity and awareness of equal opportunities
- Required to travel extensively across the Area
- Track record of continuous professional development
- Demonstrates commitment to the values, principles of public service and health and social care in particular-
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).
