Hub Duty Manager

Job overview

We are recruiting for a Hub Duty Manager (HDM) who wishes to join our busy Clinical Coordination Centre team at #TeamIOWNHS. You should share our passion and drive to ensure that our patients and staff receive quality and compassionate care and work with us to ensure the Trust continues its journey towards "working together, improving together".

The HDM is responsible for the operational management of the Clinical Coordination Centre (CCC) during their shift, ensuring the safe, effective, and efficient delivery of 111 and 999 calls along with the dispatching of frontline ambulances. Reporting to the Service Delivery Manager – Communications, the HDM leads and supports control centre staff to achieve national ambulance performance standards, key performance indicators (KPIs), and locally agreed service objectives.

Main duties of the job

Under the direction of the Service Delivery Manager - Comms, you will be responsible for ensuring that all CCC Ambulance staff achieve against all national key performance indicators and those locally agreed with Ambulance Service commissioners and partners, working collaboratively with health partners, agreeing and delivering services that meet local needs.

The HDM will ensure that the immediate welfare of CCC and frontline staff remains at the forefront of all their daily service delivery, and as such will supply immediate support to the staff.

The HDM will, under the direction of the Service Delivery Manager - Comms, be responsible for the management of their designated team and will contribute in the provision of management, leadership and direction of all CCC staff. The HDM will ensure that resources are used efficiently and effectively in response to service delivery needs and offer daily management and responsibility to ensure the delivery of the national standards and quality requirements.

Ensure the safe day to day manning and operation of the Hospital Switchboard.

To set by example the professional standards expected of Ambulance Service employees.

Assist the Service Delivery Manager – Comms, to identify the need for improvement.

The Hub Duty Manager is responsible for the Clinical Coordination Centre (CCC) whilst on duty, ensuring Key Performance Indicators are met.

Detailed job description and main responsibilities

The role provides operational leadership, managing resources, staffing, and performance to ensure timely emergency response, effective call handling, and the safe operation of the Hospital Switchboard. The Hub Duty Manager is responsible for staff welfare, coaching, performance management, and creating a positive, high-performing working environment while maintaining the highest standards of patient care and service delivery.

You will analyses operational performance, make critical decisions in high-pressure situations, coordinate responses to major incidents, and works collaboratively with NHS partners and emergency services. You will also contribute to service improvement, policy development, business continuity planning, quality assurance, and the implementation of operational change to enhance patient outcomes and organisational performance.

This role requires strong leadership, excellent communication and decision-making skills, the ability to manage complex operational demands, and a commitment to continuous improvement, staff development, and delivering safe, patient-centred services.

Please see attached Job Description.

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.