Deputy Director of Integrated Contact Centres

Job overview

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

Detailed job description and main 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)