North West Ambulance Service NHS Trust

Integrated Contact Centre Director

Attractive Salary

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 7.5 million people across Cumbria, Lancashire, Greater Manchester, Merseyside, Cheshire and part of Derbyshire. Each year we receive approximately 1.4 million 999 calls, respond to just under 1 million emergency incidents and make more than 1.4 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 1.7 million calls every year.

The opportunity

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.

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.

For an informal discussion about this post please contact Daniel Ainsworth, Executive Director of Operations on [email protected] .

Closing date for applications : 9am 2

December 2024

Final interviews : 13

and 14

January 2025

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