ICC Service Development & Business Support Manager

Job overview

**Please note that the Trust reserves the right to close this advert early due to a high volume of applications received.**

Job overview

Are you ready to make a real difference in healthcare delivery? NWAS is thrilled to offer an exciting opportunity for a passionate and innovative professional to join our Service Development Team working across the Integrated Contact Centres (ICCs).

About the Role: As Service Development & Business Support Manager, you will play a pivotal role in driving positive change and enhancing service experiences for both patients and staff. This is your chance to lead impactful projects from conception through to successful completion, working in a collaborative environment that values your ideas and leadership.

What’s in it for you?

• Impactful Work: Help shape the future of our contact centres, improving how services are delivered and experienced.
• Leadership Opportunities: Lead diverse project streams, influencing organisational change and service excellence.
• Collaborative Environment: Work alongside a passionate team committed to innovation and continuous improvement.
• Professional Growth: Develop your skills in project management, stakeholder engagement, and strategic planning within a forward-thinking organisation.

Main duties of the job

Main duties:

• Lead and manage multiple service development projects aligned with NWAS’s strategic goals.
• Engage effectively with stakeholders at all levels, both internally and externally, demonstrating your communication skills and political astuteness.
• Identify new opportunities for service improvement by gaining a comprehensive understanding of ICC operations
• Be at the forefront of organisational change, making a real difference in the delivery of urgent and emergency care.

Detailed job description and main responsibilities

Please ensure you read the attached Job Description and Person Specification before applying.

Location

This post will be based at either Middlebrook (BL6 6PQ) or Estuary Point (L24 8RL) however some travel between all NWAS contact centre sites will be necessary.

If your base is currently Parkway or Broughton, working from these sites remains an option.

Please see below timetable for recruitment campaign

Advert start date: 27/10/2025

Closing date: 13/11/2025

Shortlisting to commence: 18/11/2025

Assessment centre: 27/11/2025 AM

Professional discussions: 27 and 28/11/25