Hours – Full Time 37.5 hours per week, however, part time applicants welcome.
Site: Estuary Point, Broughton, Parkway or Middlebrook.
Salary: Band 7 plus USH
Main duties of the job
ICC Call Handling Duty Lead
Main Duties of the Role:
· Report to Service Delivery Managers
· Deputise for Service Delivery Manager in their absence and attend meetings, workshops or task and finish groups when requested.
· Ensure that local training objectives and deliverables outlined remain on course to be delivered e.g., NHS Pathways and ICC downtime.
· Maintain close links with the wider ICC teams to support any performance related issues including development and management of performance improvement plans.
· Provide first line management to Team Managers and Shift Capacity Managers.
· Chair or attend daily meetings to ensure situational awareness for each tour of duty.
· Assist with and manage the delivery of Call Handling Key Performance Indicators.
· In conjunction with Shift Capacity Manager, oversee, monitor and manage demand across all call handling service lines.
· Act as a single point of contact for all call handling issues during your tour of duty.
· Provide bi-weekly updates and written highlight reports and milestones, on request in relation to your own team's Call Handling performance.
· Ensure Call Handling Absence is robustly managed, including the creation of sickness management packs.
· Facilitate long term sickness absence meetings.
· In conjunction with ICC Resource Planning, ensure there is adequate staffing cover for all Call Handling roles including Team Manager and Shift Capacity Manager raising any risks or concerns.
· In conjunction with ICC Resource Planning, all flexible working requests are reviewed in line with NWAS policy.
· Assist with the recruitment of ICC Call Handling roles including Team Manager, Shift Capacity Manager and Call Handlers.
· In conjunction with the Service Delivery Manger, complete or assist in investigations in accordance with NWAS policy and procedure including Dignity at Work processes.
· Maintain effective working relationships with internal and external stakeholders, example the ICC Senior Management Team and HR business Partners.
· Carry out any other duties as directed by the Service Delivery Manager or Head of Service (Call Handling).
· This list of duties is indicative of the role, and further duties as outlined within the job description will be expected of successful candidates.
Working for our organisation
North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.
Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.
We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.
Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.
We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.
Person specification
Skills and Abilities
* Highly developed analytical skills to enable analysis and interpretation of a range of data to support decision making
* Excellent ICT skills, including database, presentation software and Microsoft Office.
* Excellent written and verbal communication skills, with the ability to communicate complex information to a range of audiences
* Report writing skills
* Decision making, able to analyze data and interpret outcomes, to ensure robust decision making taking into account a full range of factors
* Highly developed planning skills to enable the use of data to amend and develop highly complex operational and resourced deployment plans
* Professional attitude towards work, the need for change to improve service delivery
Qualifications / Attainments
* Educated to degree level or current equivalent experience or qualification. Must be willing to work towards a qualification of this level where not in place
* Evidence of relevant CPD
* Evidence of specialist training including ICT skills
Knowledge / Experience
* Experience of management in an operational environment, involving the management and deployment of resources for a minimum of two years
* Working knowledge of CAD systems and ICC operational procedures
* Experience of data management and analysis to inform decision making
* Experience of using spreadsheets and databases to record and report on information
General / Personal
* Ability to work across ICC sites as and when required
* Demonstrates resilience, confidence and self- belief when under pressure.
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Created on 27/06/2025 by TN United Kingdom
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