Search for more NHS jobs in Bolton
Job requirements
Requirements from the employer’s person specification. These describe the role, not your personal match.
Essential
36 listedRequirements the employer expects applicants to meet.
- Experience
Previous management/supervisory experience within a contact centre environment.
- Experience
Experience of working in a multi-disciplinary team.
- Experience
Experience of dealing with sensitive and/or complex information.
- Experience
Able to demonstrate experience of leading and managing a diverse range of staff employed in the provision of patient services.
- Experience
Have business planning, objective setting and performance management experience. Able to implement medium/long term and tactical plans which contribute to strategic plans.
- Values and Behaviours
Working together – demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable.
- Values and Behaviours
Being at our best – be professional and adaptable and take pride in work.
- Values and Behaviours
Making a difference – act with compassion, kindness and integrity towards everyone.
- Values and Behaviours
Maintain confidentiality.
- Values and Behaviours
Be smart and presentable.
- Skills and Competencies
Comprehensive knowledge of Microsoft packages including Outlook, Word, Excel and Power Point
- Skills and Competencies
Professional attitude to work and the drive to improve service delivery.
- Skills and Competencies
Counselling skills.
- Skills and Competencies
Demonstrable compassionate and inclusive leadership
- Skills and Competencies
Demonstrable experience of line management responsibilities.
- Skills and Competencies
Ability to work on own initiative for protracted periods and manage own time.
- Skills and Competencies
Strong work ethic
- Skills and Competencies
Ability to make dynamic decisions whilst under pressure
- Skills and Competencies
Self-disciplined and motivated to improve patient care
- Skills and Competencies
Experience and understanding of investigations and the understanding of governance process.
- Skills and Competencies
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.
- Skills and Competencies
Able to demonstrate the ability to provide and receive highly complex information where there are significant barriers to acceptance.
- Skills and Competencies
Ability to communicate effectively in situations where it is considered sensitive or highly contentious.
- Skills and Competencies
Effective, adaptable and influential and able to persuade others with personal conviction and facts
- Skills and Competencies
Ability to lead, develop and motivate a diverse team whilst being assertive, persuasive and influential.
- Skills and Competencies
Have highly developed negotiating and influencing skills.
- Skills and Competencies
Able to make sense of complex and conflicting priorities.
- Skills and Competencies
Have own transport and be able to travel to other sites as required.
- Qualifications and Knowledge
Educated to degree level or have equivalent experience in healthcare management.
- Qualifications and Knowledge
Coaching and mentoring qualification – CMI Level 5 (or working towards)
- Qualifications and Knowledge
Understanding of dispatch processes.
- Qualifications and Knowledge
Knowledge of NEPTS contracts and Ambulance Response Programme standards
- Qualifications and Knowledge
Commander and JESIP training attended
- Qualifications and Knowledge
NWAS managerial courses.
- Qualifications and Knowledge
Considerable experience in the application of HR processes
- Qualifications and Knowledge
In-depth knowledge across a number of disciplines including performance management, information and reporting systems, staff management and change management.
Desirable
Not listed in the available specification.
Job overview
We are looking for a highly motivated individual with an evidenced knowledge of Integrated Contact Centres and experience of:
- Leading, managing, coaching a team.
- Effective utilisation of resources, to meet the changing demands of the service and meet national standards
- Leadership, planning and effective communication
Are you a highly organised and excellent communicator with the ability to lead and deliver change?
Are you highly motivated and inspirational with a proven ability to meet the challenge of the role.
Do you aspire to contribute to the current and future strategic direction of ICC and the wider organisation?
Main duties of the job
Role of the Duty Dispatch Lead
- Supervise, lead, support and coach the regional dispatch team
- Have oversight of the management of regional utilisation of staff and resources to meet demand
- Plan to meet and exceed internal, national and contractual performance standards
- Provide a virtual managerial presence across the regional dispatch sites
- Take direct responsibility for all performance areas, analysing activity and implementing improvements
- Use autonomy to make decisions outside of agreed parameters, providing justification
- Be responsible for all communication during a major or large-scale incident
- Have oversight of regional planned and spontaneous events, managing the impact on resources and the continuity of business as usual
- Chair shift meetings with regional Area Dispatch Leads to gain understanding of the current state of play regarding demand. Make plans and allocate tasks to minimise risks in responding to patients
- Monitor dispatch team KPIs in conjunction with the Dispatch Managers and agree objectives and development for those working below standard
- Report to Dispatch Service Delivery Manager
- Carry out any other duties as directed by the Service Delivery Manager or Head of Service (Dispatch)
This list of duties is indicative of the role, and further duties as outlined within the job description will be expected of the successful candidate
Detailed job description and main responsibilities
Oversee and contribute within own remit to:
- The planning and delivery of all dispatch training requirements
- Scope potential workforce related risks, feeding new risks into ICC senior management team
- Liaise with other departmental managers around operational coordination of resources in the event of any large scale, complex or major incidents
- Allocate roles to the dispatch teams during large scale or critical incidents, as appropriate, providing emphasis on continuation of core service
- Negotiate with emergency and non-emergency colleagues/services across sectors and different health economies, regarding business continuity support
Assessments will take place at Broughton on 30 September. Candidates who meet the required standard at assessment will then be invited to attend a Professional Discussion on the same day.
WhatsApp job alerts
Get instant WhatsApp alerts for Band 7 Manager and Corporate roles in Bolton
Create your Job Clerk account first. We'll collect your alert preferences during onboarding and help you turn on WhatsApp notifications for matching healthcare roles.
Applying for this NHS job
This advert is for ICC Dispatch Duty Lead with North West Ambulance Service NHS Trust in Bolton, England. It is listed as a Band 7 Lead (legacy management group) role. The advertised salary is £49,387 - £56,515 per annum. The contract type is Permanent. The application deadline is 18 Sep 2026.
Before you apply, compare the job description with the person specification and mirror the employer's essential criteria in your supporting information. Use the vacancy title, employer, location, salary, contract type, closing date and posted date (04 Sep 2026) to decide whether this role fits your current NHSjob search. If the employer can close applications early, prepare the application before the stated deadline rather than waiting for the final day.
For more context, review related Job Clerk pages for the same profession, band or location where they exist, then use the application-support guides to tailor your statement and prepare for interview.