Job summary
The Trust is looking for a dynamic and motivated individual to lead its Contact Centre function, with corporate responsibility for all the Trust Contact Centres and leading on the integrated response model of 999, 111 and non-emergency patient transfer functions. This pivotal role will provide senior leadership for the day to day delivery of operational, workforce and financial performance of the Trust's Contact Centres, with accountability for achieving and sustaining key performance targets across our fast-paced and highly measured contact centre environment.
Main duties of the job
You will play a central role in major programmes of operational transformation, shaping business cases and leading large-scale change. A key priority will be driving cultural change, ensuring teams are empowered, inclusive, and focused on improving patient outcomes. Working corporately, you will contribute to the wider leadership of the Trust and collaborate closely with regulators, NHSE, ICB partners, urgent care providers and national groups, building strong relationships to deliver innovative solutions for diverse populations.
We welcome applications from senior leaders with experience in either contact centre operations, the wider NHS, or major programme and transformation delivery, who can offer strategic insight and demonstrate compassionate, inclusive leadership. The successful candidate will be confident operating at sub-board level, comfortable in a system leadership role, and motivated by the chance to shape a critical part of one of the country's leading ambulance services.
About us
Rated 'Good' by the CQC and Ofsted, North West Ambulance Service NHS Trust provides 24 hour, 365 days a year Urgent and Emergency Care to those in need of immediate medical treatment and where necessary transport to the most appropriate receiving hospital/centre. As the largest integrated Ambulance Service in the UK, our 8000 staff and volunteers in over 300 different roles serve a population of more than 7.5 million people across Cumbria, Lancashire, Greater Manchester, Merseyside, Cheshire and part of Derbyshire. Each year we receive approximately 1.4 million 999 calls, respond to just under 1 million emergency incidents and make more than 1.4 million patient transport journeys for those who require non-emergency transport to and from healthcare appointments. We also deliver the NHS 111 service across the region for people who need medical help or advice, handling around 1.7 million calls every year.
Job description
Job responsibilities
To learn more about us and this exceptional role, please visit our dedicated microsite. For a confidential discussion, and details of how to apply, please contact our search partners Laura Cubillo-Aparicio or Emily Smith, at Gatenby Sanderson Emily.smith@gatenbysanderson.com or laura.cubillo-aparicio@gatenbysanderson.com
Closing date for applications: 9am 13th April
Job description
Job responsibilities
To learn more about us and this exceptional role, please visit our dedicated microsite. For a confidential discussion, and details of how to apply, please contact our search partners Laura Cubillo-Aparicio or Emily Smith, at Gatenby Sanderson Emily.smith@gatenbysanderson.com or laura.cubillo-aparicio@gatenbysanderson.com
Closing date for applications: 9am 13th April
Person Specification
Qualifications
Essential
- Professional knowledge acquired through degree, supplemented by specialist training to masters or equivalent level, management qualification or equivalent lived / professional experience and CPD.
- Demonstrates relevant continuous professional development including management, organisational development and change management.
Knowledge and experience
Essential
- Extensive record of accomplishment and experience in a senior leadership role
- Highly developed knowledge of financial / budget management, HR management and clinical governance processes acquired through experience and training.
- Experience of leading, developing and motivating multi-faceted diverse professional teams.
- Experience of strategic development, service re-design and implementation at both an organisational and systems level.
- Substantial experience of managing complex and/or critical systems changes.
- Expertise in writing and implementing accessible corporate policies, procedures and protocols.
- Negotiating and fostering effective partnerships with trade unions at a local level
- Strategic planning experience at corporate level.
- Experience of successfully leading and implementing large scale projects or programmes.
- Working knowledge of health inequalities with in depth understanding of the impact of disparities in access to care by marginalised groups to inform planning of emergency care provision.
Skills and Abilities
Essential
- Ability to deal with a number of competing priorities and deadlines on a day-to-day basis, allocating work to others as necessary.
- Developed written, verbal and IT based communication skills to deliver accessible communications, including for colleagues, staff and patients with diverse needs.
- Able to demonstrate compassionate inclusive leadership to develop, lead, inspire, motivate and manage a diverse multi-professional team across a range of situations e.g. normal working to operational pressures.
- Highly developed communication skills and able to confidently communicate with media/ external and internal partners on highly complex, sensitive and/or contentious matters.
- Credible with a wide variety of different audiences, including staff, patients and senior teams.
- Demonstrable ability to attract, lead and retain workforce diversity through positive action planning in service of improved patient care, experience and outcomes.
- Effective persuading, influencing and negotiating skills to achieve best outcomes.
- Ability to negotiate, shape and influence service development involving partner agencies, providers and key system stakeholders.
- Problem solving, influencing, vision and strategic thinking skills.
- Highly developed political skills and judgement underpinned by visible advocacy for the Trust values and principles of equity, fairness and equality.
- Highly developed intellectual and analytical skills.
- Demonstrable ability to proactively plan and deliver services that are value for money.
- Ability to manage complex situations and provide solutions where none exists.
Clinical
Essential
- Where clinically qualified, maintain clinical competence, currency and professional registration through practice and an appropriate portfolio.
Other
Essential
- Self-motivated, independent and able to work under minimum supervision to achieve targets - often under pressure.
- Being accountable for results and actions and in turn, holding others to account.
- Full valid EU/UK driving licence.
- Flexible in approach to work.
- Able to participate in a ICC on-call roster that involves being on-site during the day, night and at weekends.
- Must be mobile throughout the Trust's footprint and out-of-area on occasions (e.g. national travel).
Person Specification
Qualifications
Essential
- Professional knowledge acquired through degree, supplemented by specialist training to masters or equivalent level, management qualification or equivalent lived / professional experience and CPD.
- Demonstrates relevant continuous professional development including management, organisational development and change management.
Knowledge and experience
Essential
- Extensive record of accomplishment and experience in a senior leadership role
- Highly developed knowledge of financial / budget management, HR management and clinical governance processes acquired through experience and training.
- Experience of leading, developing and motivating multi-faceted diverse professional teams.
- Experience of strategic development, service re-design and implementation at both an organisational and systems level.
- Substantial experience of managing complex and/or critical systems changes.
- Expertise in writing and implementing accessible corporate policies, procedures and protocols.
- Negotiating and fostering effective partnerships with trade unions at a local level
- Strategic planning experience at corporate level.
- Experience of successfully leading and implementing large scale projects or programmes.
- Working knowledge of health inequalities with in depth understanding of the impact of disparities in access to care by marginalised groups to inform planning of emergency care provision.
Skills and Abilities
Essential
- Ability to deal with a number of competing priorities and deadlines on a day-to-day basis, allocating work to others as necessary.
- Developed written, verbal and IT based communication skills to deliver accessible communications, including for colleagues, staff and patients with diverse needs.
- Able to demonstrate compassionate inclusive leadership to develop, lead, inspire, motivate and manage a diverse multi-professional team across a range of situations e.g. normal working to operational pressures.
- Highly developed communication skills and able to confidently communicate with media/ external and internal partners on highly complex, sensitive and/or contentious matters.
- Credible with a wide variety of different audiences, including staff, patients and senior teams.
- Demonstrable ability to attract, lead and retain workforce diversity through positive action planning in service of improved patient care, experience and outcomes.
- Effective persuading, influencing and negotiating skills to achieve best outcomes.
- Ability to negotiate, shape and influence service development involving partner agencies, providers and key system stakeholders.
- Problem solving, influencing, vision and strategic thinking skills.
- Highly developed political skills and judgement underpinned by visible advocacy for the Trust values and principles of equity, fairness and equality.
- Highly developed intellectual and analytical skills.
- Demonstrable ability to proactively plan and deliver services that are value for money.
- Ability to manage complex situations and provide solutions where none exists.
Clinical
Essential
- Where clinically qualified, maintain clinical competence, currency and professional registration through practice and an appropriate portfolio.
Other
Essential
- Self-motivated, independent and able to work under minimum supervision to achieve targets - often under pressure.
- Being accountable for results and actions and in turn, holding others to account.
- Full valid EU/UK driving licence.
- Flexible in approach to work.
- Able to participate in a ICC on-call roster that involves being on-site during the day, night and at weekends.
- Must be mobile throughout the Trust's footprint and out-of-area on occasions (e.g. national travel).
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.
