Job summary The Trust is looking for a dynamic and motivated individual to lead its Contact Centre function, with corporate responsibility for all the Trust Contact Centres and leading on the integrated response model of 999, 111 and non-emergency patient transfer functions.
This pivotal role will provide senior leadership for the delivery of operational, workforce and financial performance of the Trust's Contact Centres, and will assume responsibility for the achievement and maintenance of its key performance targets.
This is a truly rewarding role where you and your teams' contributions will drive change and actively shape the organisation's strategy, working collaboratively with regulators, NHS partners within our Integrated Care Systems, and our communities.
You will build strong relationships to deliver innovative solutions to the evolving needs of diverse patients.
transforming our services to improve patient outcomes, with a focus on addressing health inequalities.
Main duties of the job We are looking for a senior leader, with an extensive record of accomplishment and experience in contact centre leadership or within the wider NHS.
The successful candidate will demonstrate compassionate and inclusive leadership and will maximise employee engagement to build a positive workforce committed to improving patient outcomes.
Strong strategic thinking and relationship-building skills--both internally and externally--are essential to meet the complex demands of emergency, social, and healthcare services.
The Trust is entering an exciting time of change, and the successful candidate will be pivotal in shaping the future of the organisation.
About us Rated 'Good' by the CQC and Ofsted, North West Ambulance Service NHS Trust provides 24 hour, 365 days a year Urgent and Emergency Care to those in need of immediate medical treatment and where necessary transport to the most appropriate receiving hospital/centre.
As the largest integrated Ambulance Service in the UK, our 8000 staff and volunteers in over 300 different roles serve a population of more than million people across Cumbria, Lancashire, Greater Manchester, Merseyside, Cheshire and part of Derbyshire.
Each year we receive approximately million 999 calls, respond to just under 1 million emergency incidents and make more than million patient transport journeys for those who require non-emergency transport to and from healthcare appointments.
We also deliver the NHS 111 service across the region for people who need medical help or advice, handling around million calls every year.
Job description Job responsibilities To learn more about us and this exceptional role, please visit our dedicated microsite For an informal discussion about this post and for further details on how to apply please Closing date for applications: 9am 2nd December 2024 Final interviews: 13th and 14th January 2025 Person Specification Qualifications Essential Professional knowledge acquired through degree, supplemented by specialist training to masters or equivalent level, management qualification or equivalent lived / professional experience and CPD.
Demonstrates relevant continuous professional development including management, organisational development and change management.
Knowledge and experience Essential Extensive record of accomplishment and experience in a senior leadership role in contact centre management Highly developed knowledge of financial / budget management, HR management and clinical governance processes acquired through experience and training.
Experience of leading, developing and motivating multi-faceted diverse professional teams.
Experience of strategic development, service re-design and implementation at both an organisational and systems level Substantial experience of managing complex and/or critical systems changes.
Expertise in writing and implementing accessible corporate policies, procedures and protocols.
Negotiating and fostering effective partnerships with trade unions at a local level Strategic planning experience at corporate level Experience of successfully leading and implementing large scale projects or programmes Working knowledge of health inequalities within depth understanding of the impact of disparities in access to care by marginalised groups to inform planning of emergency care provision Skills and Abilities Essential Ability to deal with a number of competing priorities and deadlines on a day-to-day basis, allocating work to others as necessary.
Developed written, verbal and IT based communication skills to deliver accessible communications, including for colleagues, staff and patients with diverse needs.
Able to demonstrate compassionate inclusive leadership to develop, lead, inspire, motivate and manage a diverse multi-professional team across a range of situations normal working to operational pressures.
Highly developed communication skills and able to confidently communicate with media/ external and internal partners on highly complex, sensitive and/or contentious matters.
Credible with a wide variety of different audiences, including staff, patients and senior teams.
Demonstrable ability to attract, lead and retain workforce diversity through positive action planning in service of improved patient care, experience and outcomes Effective persuading, influencing and negotiating skills to achieve best outcomes.
Ability to negotiate, shape and influence service development involving partner agencies, providers and key system stakeholders.
Problem solving, influencing, vision and strategic thinking skills.
Highly developed political skills and judgement underpinned by visible advocacy for the Trust values and principles of equity, fairness and equality Highly developed intellectual and analytical skills.
Demonstrable ability to proactively plan and deliver services that are value for money.
Ability to manage complex situations and provide solutions where none exists.
Clinical Essential Where clinically qualified, maintain clinical competence, currency and professional registration through practice and an appropriate portfolio.
Other Essential Self-motivated, independent and able to work under minimum supervision to achieve targets - often under pressure.
Being accountable for results and actions and in turn, holding others to account.
Full valid EU/UK driving licence.
Flexible in approach to work.
Able to participate in an ICC on-call roster that involves being on-site during the day, night and at weekends.
Must be mobile throughout the Trust's footprint and out-of-area on occasions ( national travel)