Job overview
🌟 Internal Opportunity: Call Handling Service Delivery Manager (ICC) – Band 8a 🌟
Department: Integrated Contact Centre (ICC)
Reporting to: Assistant Director of ICC – Call Taking & Operations
Work Pattern: Full-time (37.5 hours), including rotational weekends + on‑call
Location: ICC Wide – Regional (Hampshire / Thames Valley)
Be the Leader Behind Exceptional Patient Care
Are you ready to take the next step in your leadership journey and help shape the future of call handling services within SCAS? We’re looking for an inspiring, forward‑thinking Call Handling Service Delivery Manager to lead our regional ICC operations and drive excellence across patient care, performance and people development.
This is a pivotal role where you’ll influence how we operate today—and help transform how we deliver services for tomorrow.
Main duties of the job
What You’ll Lead and Deliver
Operational Excellence
- Oversee day‑to‑day delivery of 999 and 111 call handling services.
- Ensure safe, efficient and high‑quality patient experiences across your region.
- Drive performance against key KPIs and support resilience across the ICC.
People Leadership
- Lead and develop Team Leaders, Workforce Support Leads and Service Administrators.
- Create a culture of empowerment, learning and professional growth.
- Support recruitment, onboarding, capability building and performance management
Governance & Patient Safety
- Champion clinical and corporate governance standards.
- Lead local improvement plans, risk management and PSIRF‑related investigations.
- Support patient safety panels, coronial matters, and quality improvement initiatives.
Innovation & Service Improvement
- Identify and implement process changes, SOP enhancements and redesign projects.
- Support the introduction of new systems, technologies and digital capabilities.
- Drive a culture of continuous improvement and openness.
Collaboration & Stakeholder Partnership
- Work closely with Operations, Planning & Performance, HR, Clinical Governance, IT, and external NHS partners.
- Represent ICC at governance, performance and operational forums.
Financial & Resource Management
- Lead budget planning and cost‑improvement projects without compromising quality.
- Ensure robust workforce planning and resource allocation.
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 You’ll Bring
- Excellent knowledge and experience of either 999 or 111 call handling and the drive and capability to rapidly develop the understanding to lead bother service lines.
- Strong leadership experience with the ability to motivate, influence and develop teams.
- Knowledge of NHS Pathways and call handling environments.
- A passion for delivering safe, efficient healthcare services.
- Confidence in managing risk, governance, analytics and operational performance.
- A collaborative, compassionate and resilient approach aligned to our values.
Why This Role Matters
As the engine room of SCAS, our ICC teams play a vital role in ensuring patients get the right care at the right time. Your leadership will directly influence staff experience, service quality, and ultimately patient outcomes across the region.
Ready to Lead the Way?
If you’re excited by this challenge and keen to help shape the future of SCAS call handling services, we’d love to hear from you.
Apply via the internal jobs portal or speak with Ruth Page or the change team for more information
Person specification
Qualifications
Essential criteria
* Degree in a relevant discipline such as clinical practice, leadership, business management, or a related field, or equivalent experience.
* Post-graduate qualification at masters level, or equivalent experience.
Knowledge
Essential criteria
* Experience with NHS Pathways and current Pathways license.
* Proven leadership and management experience.
* Understanding of clinical governance, risk management and safeguarding.
Skills
Essential criteria
* Ability to communicate effectively: aurally, orally and in writing.
* Ability to work as part of a team.
* Ability to organise and prioritise work.
* Ability to remain calm while working under pressure.
* Sympathetic, respectful and caring approach to others.
We understand that some applicants may choose to use AI tools to assist with completing their application. While this is not against our guidelines, it’s important that your application remains an accurate and honest reflection of your own skills, experience, and achievements. Please ensure that any content generated or supported by AI truly represents you and your capabilities, as this will form the basis of our assessment throughout the recruitment process.
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.