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Job summary

Main area
ICC
Grade
Band 8a
Contract
Permanent
Hours
Full time - 37.5 hours per week
Job ref
242-5253-LR1
Employer
North West Ambulance Service NHS Trust
Employer type
NHS
Site
30 651 EP Ops Team
Town
Middlebrook , Bolton
Salary
£57,528 - £64,750 per annum
Salary period
Yearly
Closing
02/09/2026 23:59

Employer heading

North West Ambulance Service NHS Trust logo

ICC Resilience Manager

Band 8a

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.

At NWAS, we are committed to creating a diverse, inclusive and anti-racist workplace where everyone feels valued and has the opportunity to thrive. Our Anti-racist Statement sets out our commitment to becoming an anti-racist organisation and ensures these principles are embedded throughout our recruitment practices.

Our workforce is currently under-represented by people from black and minority ethnic backgrounds, and we encourage applications from people of all backgrounds. By building a workforce that better reflects the diverse communities we serve, we can 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

Hours: 37.5 hours per week

Band: 8a (4.5% on call for NILO)

Location:  Middlebrook (with the opportunity for home and agile working)

An exciting opportunity has arisen to join the Trust Resilience team working as a Resilience Manager in Integrated Contact Centre (ICC). Reporting to the Head of Contingency Planning, the Resilience Manager will work with other Resilience Managers and Resilience Officers with various areas of focus including Integrated Contact Centres, Business Continuity, Quality Assurance and Improvement, and LRF area cover. They will work within the Contingency Planning Team alongside Special Operations and the Command and Resilience Education Team.

The post holder will be responsible for supporting the Trust to maintain its legislative standards as per the Civil Contingencies Act and NHS England Core Standards. This includes internal planning with departments such as Operations, Integrated Contact Centres, Risk, Estates, and Digital, while linking with external stakeholders to ensure robust and effective processes are in place to support patient and staff safety in complex and major incidents.

Main duties of the job

They will also be responsible for inter-agency liaison and decision making on behalf of NWAS with regards Integrated Emergency Management (IEM) matters such as risk assessment, contingency planning, validation of emergency arrangements and the design and delivery of multi-agency training and exercise. This includes providing specialist advice to statutory and Third Sector organisations in respect of NWAS response arrangements to incidents, multi-agency operations and other events.

As a National Inter-agency Liaison Officer (NILO) the post holder will require a high level of knowledge around the specialist skills sets required, providing specialist tactical and operational advice to NWAS commanders and working with partners. The postholder will be required to lead by example and maintain competencies as laid down in National Occupational Standards. As a NILO the postholder will be part of the Trusts on-call rota.

This is an excellent opportunity for the post holder to be part of a team of multiskilled staff working in a varied EPRR environment across the regional footprint of the North West Ambulance Service.

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

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

Assessment centre/professional discussion – W/C 21st September 2026

Person specification

Skills / competencies

Essential criteria
  • Demonstrate political astuteness and the ability to maintain confidentiality and deal with situations in a sensitive manner
  • Strong, evidenced negotiation and influencing skills
  • Able to communicate across wide demographic boundaries in an appropriate manner
  • Strong management, motivational and leadership skills
  • Ability to influence and motivate at all levels, approachable and supportive, ability to work within a team
  • Demonstrable compassionate and inclusive leadership
  • Respects and applies patient confidentiality at all times
  • Management experience, motivation and team leadership skills and familiarity with NWAS policies
  • Highly developed interpersonal skills with the ability to effectively communicate and influence decision making with senior management both internally and with external partners.
  • Proven presentation skills, experience of training design and delivery
  • Ability to analyse, evaluate and summarise highly complex data and act independently
  • Excellent verbal and written communication skills including report writing abilities
  • Ability to present complex information to Strategic, Tactical and Operational level management teams to promote understanding and enhance decision making both internal to NWAS and to partner agencies
  • Understanding of Risk, processes and controls both internally and external in the multi-agency field
  • Professional credibility, ability to represent Trust interests in local, regional and national professional groups
  • Analytical and problem solving skills with the ability to act on decisions
  • Excellent planning and organisation skills
  • Flexibility to respond to emerging needs in Trust as part of the Trusts on call team
  • Experience in the application of HR processes
  • Demonstrable experience of line management responsibilities
  • Able to operate all equipment safely and in accordance with Trust policy, procedures and protocols

Qualification and training

Essential criteria
  • Educated to Masters level or working towards, or able to demonstrate significant equivalent experience.
  • Degree/Diploma in Emergency Planning or Health Emergency Planning
  • Post Graduate Management qualification or equivalent specialised experience (where such a qualification is not held the post holder will be expected to work towards this level of qualification).
  • A nationally recognised Training Qualification
  • A national recognised Debriefing Qualification via College of Policing
  • Qualified trainer to deliver JESIP Course to multi-agency partners
  • Recognised management or supervisory qualification or equivalent experience
  • Registered Health Care Professional or demonstrable management experience in the NHS or equivalent public/private sector organisation
  • Security clearance to SC Level via the Defence Business Services National Security Vetting
  • Recognised qualifications in auditing and assessment
  • Appropriate attendance at the Emergency Planning College relating to emergency planning and management, Safety at Sports Grounds and Safety Advisory Groups
  • Qualified and registered extended/advanced driving skill qualification (‘blue light response’)
  • National (NARU) Tactical Commander qualified. The post holder must adhere to and demonstrate compliance with the National Core Occupational Standards for the Tactical Commander role
  • CBRN Tactical Commander qualified.
  • National Interagency Liaison Officer qualified. (National Fire Service College)
  • Trained in Tactical Medical Operations (Ballistic environments/Ambulance Intervention Team Command)
  • Relevant external training to maintain continued professional development (e.g. MoD Technical Response Force)
  • Qualified UKHSA Radiation Protection Supervisors Course (RPS)

Knowledge

Essential criteria
  • Appreciation of organizational and system wide change
  • To support commander HART deployment and command decisions, the role requires a high level of knowledge (specialist) in; Multi-agency roles and responsibilities, Working knowledge of the capabilities of the NHS, Command and Control, Hazardous Materials, MTA Response, Major Incident plan and its implementation and CBRNE Decontamination Capabilities (NARU National Command Specification)
  • Awareness and understanding of: Hazardous Area Response Team (HART), Safe Working at Height, Confined Space, Unstable Terrain and Water Rescue Operations
  • Knowledge and experience of Chemical, Biological, Radiological and Nuclear (CBRN) issues and contingency planning arrangements and tactics to provide advice to incident commanders
  • Thorough knowledge of requirements of legislation, in particular the Civil Contingencies Act, Health and Social Care Act and Health and Safety at Work Act.
  • Thorough knowledge of current best practice and emerging threats.
  • Knowledge of incident learning through ambulance service and joint operational learning platforms

Experience

Essential criteria
  • Good working knowledge of project management methodologies
  • Experience of identifying, interpreting, and documenting new requirements
  • Experience of working within a patient safety environment (e.g. SI or PSIRF)
  • Experience of managing a team
  • Management experience including working to targets and with allocated budgets
  • Experience in presenting to a large multi-disciplinary audience
  • Experience of developing and managing contingency plans, risk assessments and emergency planning with a strong understanding of: Emergency preparedness and contingency planning, Training and exercises, Business Continuity and Risk assessment
  • Liaison with local, regional and national leads both internally and externally
  • Knowledge and experience of the current mobilisation and response models within the Trust and / or operational experience in the field of pre-hospital care
  • Tactical and Strategic management /major incident experience

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 – professional and adaptable and takes pride in work
  • Making a difference – act with compassion, kindness and integrity towards everyone

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

Documents to download

Apply online now

Further details / informal visits contact

Name
Joanne Hodson
Job title
Head of Contingency Planning
Email address
[email protected]
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