Job overview
Hours: 37.5 hours per week
Band: 8a (4.5% on call for NILO)
Location: Middlebrook (with the opportunity for home and agile working)
An exciting opportunity has arisen to join the Trust Resilience team working as a Resilience Manager in Integrated Contact Centre (ICC). Reporting to the Head of Contingency Planning, the Resilience Manager will work with other Resilience Managers and Resilience Officers with various areas of focus including Integrated Contact Centres, Business Continuity, Quality Assurance and Improvement, and LRF area cover. They will work within the Contingency Planning Team alongside Special Operations and the Command and Resilience Education Team.
The post holder will be responsible for supporting the Trust to maintain its legislative standards as per the Civil Contingencies Act and NHS England Core Standards. This includes internal planning with departments such as Operations, Integrated Contact Centres, Risk, Estates, and Digital, while linking with external stakeholders to ensure robust and effective processes are in place to support patient and staff safety in complex and major incidents.
Main duties of the job
They will also be responsible for inter-agency liaison and decision making on behalf of NWAS with regards Integrated Emergency Management (IEM) matters such as risk assessment, contingency planning, validation of emergency arrangements and the design and delivery of multi-agency training and exercise. This includes providing specialist advice to statutory and Third Sector organisations in respect of NWAS response arrangements to incidents, multi-agency operations and other events.
As a National Inter-agency Liaison Officer (NILO) the post holder will require a high level of knowledge around the specialist skills sets required, providing specialist tactical and operational advice to NWAS commanders and working with partners. The postholder will be required to lead by example and maintain competencies as laid down in National Occupational Standards. As a NILO the postholder will be part of the Trusts on-call rota.
This is an excellent opportunity for the post holder to be part of a team of multiskilled staff working in a varied EPRR environment across the regional footprint of the North West Ambulance Service.
Detailed job description and main responsibilities
Please ensure that you have read and understood the job description and person specification before applying.
Assessment centre/professional discussion – W/C 21st September 2026
Person specification
Knowledge
Essential
- Appreciation of organizational and system wide change
- To support commander HART deployment and command decisions, the role requires a high level of knowledge (specialist) in; Multi-agency roles and responsibilities, Working knowledge of the capabilities of the NHS, Command and Control, Hazardous Materials, MTA Response, Major Incident plan and its implementation and CBRNE Decontamination Capabilities (NARU National Command Specification)
- Awareness and understanding of: Hazardous Area Response Team (HART), Safe Working at Height, Confined Space, Unstable Terrain and Water Rescue Operations
- Knowledge and experience of Chemical, Biological, Radiological and Nuclear (CBRN) issues and contingency planning arrangements and tactics to provide advice to incident commanders
- Thorough knowledge of requirements of legislation, in particular the Civil Contingencies Act, Health and Social Care Act and Health and Safety at Work Act.
- Thorough knowledge of current best practice and emerging threats.
- Knowledge of incident learning through ambulance service and joint operational learning platforms
Experience
Essential
- Good working knowledge of project management methodologies
- Experience of identifying, interpreting, and documenting new requirements
- Experience of working within a patient safety environment (e.g. SI or PSIRF)
- Experience of managing a team
- Management experience including working to targets and with allocated budgets
- Experience in presenting to a large multi-disciplinary audience
- Experience of developing and managing contingency plans, risk assessments and emergency planning with a strong understanding of: Emergency preparedness and contingency planning, Training and exercises, Business Continuity and Risk assessment
- Liaison with local, regional and national leads both internally and externally
- Knowledge and experience of the current mobilisation and response models within the Trust and / or operational experience in the field of pre-hospital care
- Tactical and Strategic management /major incident experience
Skills / competencies
Essential
- Demonstrate political astuteness and the ability to maintain confidentiality and deal with situations in a sensitive manner
- Strong, evidenced negotiation and influencing skills
- Able to communicate across wide demographic boundaries in an appropriate manner
- Strong management, motivational and leadership skills
- Ability to influence and motivate at all levels, approachable and supportive, ability to work within a team
- Demonstrable compassionate and inclusive leadership
- Respects and applies patient confidentiality at all times
- Management experience, motivation and team leadership skills and familiarity with NWAS policies
- Highly developed interpersonal skills with the ability to effectively communicate and influence decision making with senior management both internally and with external partners.
- Proven presentation skills, experience of training design and delivery
- Ability to analyse, evaluate and summarise highly complex data and act independently
- Excellent verbal and written communication skills including report writing abilities
- Ability to present complex information to Strategic, Tactical and Operational level management teams to promote understanding and enhance decision making both internal to NWAS and to partner agencies
- Understanding of Risk, processes and controls both internally and external in the multi-agency field
- Professional credibility, ability to represent Trust interests in local, regional and national professional groups
- Analytical and problem solving skills with the ability to act on decisions
- Excellent planning and organisation skills
- Flexibility to respond to emerging needs in Trust as part of the Trusts on call team
- Experience in the application of HR processes
- Demonstrable experience of line management responsibilities
- Able to operate all equipment safely and in accordance with Trust policy, procedures and protocols
Values and behaviours
Essential
- Working together – demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable
- Being at our best – professional and adaptable and takes pride in work
- Making a difference – act with compassion, kindness and integrity towards everyone
Qualification and training
Essential
- Educated to Masters level or working towards, or able to demonstrate significant equivalent experience.
- Degree/Diploma in Emergency Planning or Health Emergency Planning
- Post Graduate Management qualification or equivalent specialised experience (where such a qualification is not held the post holder will be expected to work towards this level of qualification).
- A nationally recognised Training Qualification
- A national recognised Debriefing Qualification via College of Policing
- Qualified trainer to deliver JESIP Course to multi-agency partners
- Recognised management or supervisory qualification or equivalent experience
- Registered Health Care Professional or demonstrable management experience in the NHS or equivalent public/private sector organisation
- Security clearance to SC Level via the Defence Business Services National Security Vetting
- Recognised qualifications in auditing and assessment
- Appropriate attendance at the Emergency Planning College relating to emergency planning and management, Safety at Sports Grounds and Safety Advisory Groups
- Qualified and registered extended/advanced driving skill qualification (‘blue light response’)
- National (NARU) Tactical Commander qualified. The post holder must adhere to and demonstrate compliance with the National Core Occupational Standards for the Tactical Commander role
- CBRN Tactical Commander qualified.
- National Interagency Liaison Officer qualified. (National Fire Service College)
- Trained in Tactical Medical Operations (Ballistic environments/Ambulance Intervention Team Command)
- Relevant external training to maintain continued professional development (e.g. MoD Technical Response Force)
- Qualified UKHSA Radiation Protection Supervisors Course (RPS)
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Applying for this NHS job
This advert is for ICC Resilience Manager with North West Ambulance Service NHS Trust in 30 651 EP Ops Team. It is listed as a Band 8 Manager and corporate role. The advertised salary is £57,528 - £64,750 per annum. The contract type is Permanent. The application deadline is 02 Sep 2026.
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