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Job summary

Main area
Ad-Hoc ICC
Grade
Band 7
Contract
Permanent
Hours
Full time - 37.5 hours per week
Job ref
242-4904-LR1
Employer
North West Ambulance Service NHS Trust
Employer type
NHS
Site
ICC Dispatch Management S2 ( Parkway, Broughton or Estuary Point)
Town
Liverpool
Salary
£47,810 - £54,710 per annum
Salary period
Yearly
Closing
14/01/2026 23:59

Employer heading

North West Ambulance Service NHS Trust logo

ICC Dispatch Duty Lead

Band 7

North West Ambulance Service NHS Trust is an Equal Opportunities Employer. We are committed to providing services which embrace diversity and which promote equality of opportunity. We offer a guaranteed interview scheme for disabled applicants who meet our minimum selection criteria at each stage of the selection process. We will not tolerate discrimination on any of the following: gender, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities trade union activity or political beliefs-or any other grounds.

In October 2025 we published our Anti-racist Statement, which sets out our key commitments to becoming an anti-racist organisation. These commitments underpin our recruitment practices and reflect our dedication to creating a diverse, inclusive, and representative workforce. 

The Trust is currently under-represented in terms of staff from black and minority ethnic backgrounds. We encourage applications from all backgrounds to improve the diversity of our workforce and to better reflect the communities we serve to provide the right care, at the right time, in the right place; every time. 

The Trust reserves the right to close this vacancy early if a large number of applications are received.

Due to the volume of applications received for our advertisements, we will only contact those candidates shortlisted for interview via email; we aim to do this within 4 weeks of the closing date. If you do not receive the email, it will be that you have not been shortlisting on this occasion. When applying for this position, it is essential that you read the job description and person specification fully. Please use the supporting information space to demonstrate your ability to undertake this role, drawing on your skills, knowledge and experience.

We also offers a range of excellent benefits including a pension scheme, up to 33 days Annual leave (exclusive of bank holidays), training and development opportunities, access to NHS discounts, Car Lease Scheme, Cycle to Work Scheme, NHS Mortgages and Childcare Vouchers.

 

Job overview

ICC Duty Dispatch Lead
 
We are looking for an experienced and motivated leader to supervise, support and manage our regional emergency and non-emergency dispatch team as part of a shift rota. In this pivotal role, you will ensure the efficient use of staff and resources to meet internal, national and contractual performance targets.
 

Main duties of the job

You will lead and coach the dispatch team, providing guidance and a virtual managerial presence across regional sites. Day-to-day, you’ll manage the deployment of emergency and non-emergency resources, ensuring they are clinically appropriate and that safety standards are maintained. Acting as the point of escalation within Dispatch, Planning & Coordination for other emergency services and operational managers during shifts, you will plan and implement proactive and reactive measures to maintain performance standards. You will also oversee planned and spontaneous events to ensure continuity of service and resolve or escalate issues where necessary.
 
To succeed, you’ll need strong leadership skills, the ability to operate effectively in a fast-paced environment, and confidence in managing complexity and uncertainty while maintaining high standards of patient and staff safety.

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.

Detailed job description and main responsibilities

Locations:

Trust Wide EOC ( Broughton, Parkway and Estuary Point)

Positions Available: x6

Recruitment Campaign:

Advertising Dates: 31/12/2025 - 14/01/2026

Shortlisting: 15/01/2026

Assessment Centres - 26/01/2026 and 27/01/2026

 

Person specification

Skills and Competencies

Essential criteria
  • Comprehensive knowledge of Microsoft packages including Outlook, Word, Excel and Power Point
  • Professional attitude to work and the drive to improve service delivery.
  • Counselling skills.
  • Demonstrable compassionate and inclusive leadership
  • Demonstrable experience of line management responsibilities.
  • Ability to work on own initiative for protracted periods and manage own time.
  • Strong work ethic
  • Ability to make dynamic decisions whilst under pressure
  • Self-disciplined and motivated to improve patient care
  • Experience and understanding of investigations and the understanding of governance process.
  • Strong analytic, and critical reasoning skills involving highly complex facts or situations and capable of effective analysis, interpretation, and comparisons of a range of options.
  • Able to demonstrate the ability to provide and receive highly complex information where there are significant barriers to acceptance.
  • Ability to communicate effectively in situations where it is considered sensitive or highly contentious.
  • Effective, adaptable and influential and able to persuade others with personal conviction and facts
  • Ability to lead, develop and motivate a diverse team whilst being assertive, persuasive and influential.
  • Have highly developed negotiating and influencing skills.
  • Able to make sense of complex and conflicting priorities.
  • Have own transport and be able to travel to other sites as required.

Qualifications and Knowledge

Essential criteria
  • Educated to degree level or have equivalent experience in healthcare management.
  • Coaching and mentoring qualification – CMI Level 5 (or working towards)
  • Understanding of dispatch processes.
  • Knowledge of NEPTS contracts and Ambulance Response Programme standards
  • Commander and JESIP training attended
  • NWAS managerial courses.
  • Considerable experience in the application of HR processes
  • In-depth knowledge across a number of disciplines including performance management, information and reporting systems, staff management and change management.

Experience

Essential criteria
  • Previous management/supervisory experience within a contact centre environment.
  • Experience of working in a multi-disciplinary team.
  • Experience of dealing with sensitive and/or complex information.
  • Able to demonstrate experience of leading and managing a diverse range of staff employed in the provision of patient services.
  • Have business planning, objective setting and performance management experience. Able to implement medium/long term and tactical plans which contribute to strategic plans.

Values and Behaviours

Essential criteria
  • Working together – demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable.
  • Be smart and presentable

Employer certification / accreditation badges

Trust IDVeteran AwareApprenticeships logoNo smoking policyAge positiveDisability confident leaderImproving working livesMindful employer.  Being positive about mental health.Race at WorkDefence Employer Recognition Scheme (ERS) - GoldApprenticeships Top 100 Employers 2024ENEI 2024 Gold

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Documents to download

Apply online now

Further details / informal visits contact

Name
John Kelly
Job title
Head of ICC Dispatch, Planning & Coordination
Email address
[email protected]
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