Job overview
We are seeking an experienced and visionary leader to join our Operations Directorate as Director of Integrated Contact Centre (ICC). This is a key senior role responsible for the operational management and strategic development of our 111/IUC and 999 services.
You will lead a high-performing senior team to deliver safe, efficient, and patient-focused services, ensuring compliance with national standards and contractual obligations. The role involves driving innovation, digital transformation, and service integration to improve patient outcomes and operational resilience.
As part of the senior leadership team, you will deputise for the Executive Director of Operations and represent SCAS at regional and national forums.
Main duties of the job
In this role, you will provide strategic and operational leadership for all Integrated Contact Centre services, ensuring that performance targets, quality standards, and financial objectives are consistently achieved and sustained. You will take responsibility for workforce planning and staff engagement, promoting cultural change and creating an environment that empowers teams to deliver exceptional care.
You will lead the development and implementation of innovative solutions, including digital triage, clinical assessment, and patient flow improvements, to enhance efficiency and patient experience. The role requires you to ensure compliance with governance and risk management frameworks, maintain NHS Pathways licensing, and oversee operational resilience in line with national requirements.
As Senior Responsible Officer for key programmes, you will chair initiatives that drive service integration and transformation, ensuring robust governance and measurable outcomes. You will also participate in the strategic on-call rota, providing leadership during critical incidents and representing SCAS at system-level meetings.
Working for our organisation
Benefits we offer:
* Full training and a range of courses which you can book locally.
* Holiday entitlement of 27 days, rising to 29 days after 5 years’ service and 33 days after 10 years’ service, plus an additional 8 days bank holiday (pro rata for part time).
* Automatic enrolment into the NHS Pension Scheme.
* Access to continual professional development within SCAS and the wider NHS.
* Occupational Health support and direct access to our Employee Assistance Programme as well as our own Health and Wellbeing Team.
* NHS Discounts in over 200 + stores saving money on holidays, days out, car insurance, restaurants, clothing and much more.
* Ability to join our staff networking groups (as a member, ally or just for interest).
Corporate Induction
It’s really important for us to ensure you have the best onboarding experience which allows you to feel a sense of belonging from the start. To help with this, we will book your Corporate Induction as soon as we possibly can (depending on availability).
All new starters need to attend our *Corporate Induction in person, this is held over one and half days from our educational centres based in: Newbury (Berkshire), Bicester (Oxfordshire) or Whiteley (Hampshire). More specific details will be sent to you once your start date has been confirmed.
*Please note – depending on your role additional training may be required following on from your corporate induction.
Detailed job description and main responsibilities
What We’re Looking For
Essential:
* MSc/MA level qualification in leadership or business-related discipline (or equivalent experience).
* Extensive senior management experience in operational settings.
* Proven track record in strategic planning, change management, and performance delivery.
* Strong leadership skills with the ability to inspire and empower teams.
* Financial management experience and ability to manage large budgets.
* Excellent communication, negotiation, and influencing skills.
* Experience of operating in a pressurised contact centre environment (ideally with an emergency service)
Desirable:
* Clinical qualification and experience in urgent or emergency care settings.
* Knowledge of NHS 111 standards and integrated care models.
Person specification
Qualifications
Essential criteria
* Educated to MSc/MA level in leadership or business related discipline or equivalent demonstrable experience
* QI training and experience
* Senior level experience in a contact or call centre
* Experience of leading and managing major change programmes
* Substantial experience of business planning, objective setting and performance management
* Proven track record of working with complex groups of stakeholders across multi-disciplinary teams and of presenting to these groups
* Financial management acumen
* Experience of leading large teams
* Specific in depth knowledge of challenges facing health and social care
We actively welcome job applications from candidates who have a disability or who are members of the BAME, LGBTQ+ and Armed Forces community (including: Reservists, Veterans, Spouses and Cadets). Here at SCAS we are proud to have a workforce that reflects the diverse community we serve. Applicants who have a disability or are members of the armed forces community who meet the minimum shortlisting criteria for their post of interest will be invited for an interview and/or assessment (where applicable).
Please be assured that any requests for reasonable adjustments will not negatively affect your application.
As well as standard NHS benefits like generous holiday entitlement and an excellent pension scheme, we offer lots of extras for our staff.