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Job summary

Main area
ICC
Grade
Band 6
Contract
2 x Permanent and 2 x Secondments positions available
Hours
Full time - 37.5 hours per week
Job ref
242-5081-LR1
Employer
North West Ambulance Service NHS Trust
Employer type
NHS
Site
Broughton
Town
Broughton, Preston
Salary
£39,959 - £48,117 per annum
Salary period
Yearly
Closing
26/06/2026 23:59

Employer heading

North West Ambulance Service NHS Trust logo

ICC Area Dispatch Lead

Band 6

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

We are looking for a highly motivated individual with an evidenced knowledge base of ICC which should include managing and coaching a team. Effective utilisation of resources to meet the changing demands of the service and the ability to meet national targets. Leadership, planning, effective communication and attention to detail will be just some of the essential criteria for the successful candidate. 

Role of the Area Dispatch Lead

  • Supervise, support and coach the dispatch team
  • Manage the efficient utilisation of staff and resources to meet demand
  • Meet internal, national and contractual performance targets
  • Provide a managerial presence across the dispatch site
  • Ensure the smooth running and day to day deployment of emergency and non-emergency resources, ensuring they are clinically appropriate for the patients needs
  • Have oversight of planned and spontaneous events, managing the impact on resources and the continuity of business as usual
  • Act as a point of contact for operational managers during the shift
  • Take the role of Critical Incident Manager during large/complex or major incidents, allocating roles to the dispatch team as appropriate
  • Report to the Duty Dispatch Lead
  • Carry out any other duties as directed by the Duty Dispatch Lead, Service Delivery Manager or Head of Service (Dispatch)
  • This list of duties is indicative of the role, and further duties as outlined within the job description will be expected of the successful candidate

Main duties of the job

Oversee and contribute within remit to:

  • The planning and delivery of all dispatch training requirements
  • Scope potential workforce related risks, feeding new risks into ICC management team
  • Complete regular supervisory shifts of staff within own line management
  • Escalate any clinical concerns to the Clinical Delivery Team via appropriate mechanisms
  • Minimise operational downtime and provide detailed reports to relevant managers as and when required
  • Meet with individuals to deliver KPIs. Agree objectives and development activities with support from Dispatch Managers to those working below standard
  • Liaise with other departmental managers around operational coordination of resources in the event of any large scale, complex or major incidents

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

Are you a highly organised and effective communicator with the ability to lead and deliver change? Do you want to help contribute to the current and future strategic direction of ICC and the wider organisation? Then apply now!

Please ensure that you have read and understood the job description and person specification before applying.

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 need for change to improve service delivery.
  • Excellent listening skills.
  • Be able to communicate effectively, both verbally and in writing, with all levels internally and externally to the service.
  • Counselling skills.
  • Demonstrable compassionate and inclusive leadership
  • Demonstrable experience of line management responsibilities.
  • Be able to work on own initiative for protracted periods and manage own time.
  • Ability to understand people and make appropriate judgements with regard to people issues.
  • Experience and understanding of investigations and the understanding of governance process.
  • Planning and organisation skills
  • Ability to multi-task and prioritise effectively
  • Ability to make dynamic decisions under pressure.
  • Strong work ethic
  • Self-disciplined and motivated to improve patient care.
  • Demonstrable compassionate and inclusive leadership.
  • Strong analytic, and critical reasoning skills involving 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 complex information where there are significant barriers to acceptance.
  • Ability to demonstrate the ability to communicate in situations where it is considered sensitive or contentious.
  • Effective and adaptable interpersonal and influencing ability including the ability to persuade others with personal conviction and facts.
  • Able to lead, develop and motivate a diverse team working across all levels whilst being assertive, persuasive and influential.
  • Have highly developed negotiating and influencing skills.
  • Demonstrate ability to use MIS Computer Aided Dispatch system (C3)
  • Able to make sense of complex and conflicting priorities.

Qualifications and Knowledge

Essential criteria
  • Foundation degree qualification in healthcare management or equivalent evidence of continuing professional development (CPD) or willing to work towards CMI level 3 qualification.
  • Knowledge of dispatch processes (same as prev)
  • Knowledge of NEPTS contracts and Ambulance Response Programme standards
  • Commander and JESIP training attended
  • NWAS managerial courses.
  • Experience in the application of HR processes.
  • Knowledge of performance management, information and reporting systems, staff management and change management.
  • Demonstrate current knowledge of dispatching emergency resources within an emergency control environment

Experience

Essential criteria
  • Previous management/supervisory experience within a contact centre environment.
  • A working knowledge of ICC operational procedures.
  • 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.
  • Experience in Dispatching of Emergency Resources within an Emergency control room environment

Values and Behaviours

Essential criteria
  • Working together – demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable.
  • Being at our best – be professional and adaptable and take pride in work.
  • Making a difference – act with compassion, kindness and integrity towards everyone.
  • Maintain confidentiality.
  • Be smart and presentable.
  • Have own transport and be able to travel to other sites as required.

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

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Documents to download

Apply online now

Further details / informal visits contact

Name
Rachel Thompson
Job title
Dispatch Manager
Email address
[email protected]
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