ICC Call Handling Team Manager

North West Ambulance Service NHS Trust; Broughton; On-site; GBP 35,000 - 45,000; Full time

Job summary

A regional emergency service provider is seeking motivated individuals to oversee call handling operations in Broughton. This role involves leading a team, managing performance indicators, and ensuring training objectives are met. Candidates should possess leadership experience, excellent communication skills, and a degree or equivalent experience. This position may require night shifts and offers the opportunity to contribute to vital emergency services.

Qualifications

• Experience of inbound/outbound call taking in a contact centre environment.
• Evidence of relevant professional or personal development.
• In-depth experience of leadership capability including negotiating and influencing skills.

Responsibilities

• Report to ICC Call Handling Duty Lead.
• Ensure local training objectives are met.
• Provide first line management to Call Handlers.
• Manage Call Handling Key Performance Indicators.

Skills

Leadership

Effective communication

Team collaboration

Coaching

Planning

Education

Degree Level Education or equivalent relevant experience

Job description

Posts Available - Unplanned CHTM / Planned CHTM perm

Estuary Point: x1 PT 28.5hpw Planned - (see rota attached)*.

x1 FT 37.5hpw Unplanned - Working a 24hr rota line

x1 FT 37.5hpw Unplanned - Working a 24hr rota line ( 9 Month Secondment)

Middlebrook: x1 FT 37.5hpw Unplanned - Working a 24hr rota line. Primarily working late night

Broughton: x1 0.5 WTE (18.75hpw) Unplanned - Working a 24 hour relief rota, which will may have full night shifts (1900-0700) and full day shifts (0700-1900) alongside some mid-shifts.

Are you a confident leader with the ability to lead and deliver change whilst working under periods of pressure?

Do you want to help contribute to the current and future strategic direction of ICC and the wider organisation?

We are looking for highly motivated individuals with an evidenced knowledge base of ICC which should include managing a wide range of staff, ICC systems, processes and procedures. Management, planning, effective communication, and attention to detail will be just some of the essential criteria for the successful candidate.

Main duties of the job

• Report to ICC Call Handling Duty Lead.
• Ensure that local training objectives and deliverables outlined remain on course to be delivered e.g., NHS Pathways and ICC downtime.
• Maintain close links with the wider ICC teams to support with any performance related issues including development and management of performance improvement plans.
• Provide first line management to Call Handlers.
• Assist with and manage the delivery of Call Handling Key Performance Indicators.
• In conjunction with Shift Capacity Manager, oversee, monitor and manage demand across all call handling service lines.
• Act as a first point of contact for all appropriate call handling issues during your tour of duty.
• Escalate appropriate issues that arise to the relevant manager.
• Provide bi-weekly updates and written highlight reports and milestones, on request in relation to your own team's Call Handling performance.
• Ensure Call Handling Absence is robustly managed, including the creation of sickness management packs.
• In conjunction with ICC Workforce Planning support, all flexible working requests are reviewed in line with NWAS policy.
• Assist with the recruitment of ICC Call Handler roles.
• In conjunction with the Service Delivery Manger and Call Handling Duty Leads, complete or assist in investigations in accordance with NWAS policy and procedure including Dignity at Work processes.
• Maintain effective working relationships with internal stakeholders, such as HR business Partners

About us

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.

Job responsibilities

Please see Job Description and Person Specification for further information

Recruitment Campaign:

Assessment Centres - 18.02.2026 and 20.02.2026 at Estuary Point

Professional Discussions - 05.03.2026 and 06.03.2026 at Estuary Point

If you have any questions about this exciting opportunity, please contact the recruiting manager William Marsh orCheryl Harry ICC Recruitment and Retention Officer.

Person Specification

Skills and Abilities

• Commitment to providing service that meets the changing needs of external and/or internal customers
• Ability to work effectively in a team, providing support and leadership as appropriate, to achieve shared goals
• Focus on evaluation and challenge of own and team performance
• Proactive in identifying opportunities for improvement and innovation

Qualifications / Attainments

• Degree Level Education or equivalent relevant experience
• Evidence of relevant professional or personal development

Knowledge / Experience

• Experience of inbound/outbound call taking in a contact centre environment
• Able to drive and develop staff performance through effective coaching
• Excellent communication, listening and interpersonal skills
• In-depth experience of leadership capability including negotiating and influencing skills
• Ability to work and lead in a team environment
• Experience in a management/supervisory capacit
• Awareness to work and lead in a team environment

General / Personal

• Ability to work at any ICC when required

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer name

North West Ambulance Service NHS Trust

Address