ICC Call Handling Team Manager

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

Job summary

A regional healthcare service is seeking an ICC Call Handling Team Manager to lead and manage the call handling team, ensuring effective performance and quality of care in emergency and non-emergency situations. Responsibilities include managing training objectives, performance improvement plans, and team recruitment. Candidates must demonstrate strong leadership, communication skills, and a proven ability to work under pressure. This role supports both emergency medical treatment and non-emergency patient transport services.

Qualifications

• Experience in managing a wide range of staff and ICC systems.
• Ability to work under pressure and deliver change effectively.

Responsibilities

• Report to ICC Call Handling Duty Lead.
• Maintain links with ICC teams for performance issues.
• Provide first line management to Call Handlers.
• Assist with delivery of Call Handling KPIs.
• Manage Call Handling Absence effectively.

Skills

Leadership

Effective communication

Attention to detail

Management

Planning

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
• Middlebrook: x1 FT 37.5hpw Unplanned - Working a 24hr rota line
• 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.

ICC Call Handling Team Manager

• 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.

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.

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 or CherylHarry ICC Recruitment and Retention Officer.

This advert closes on Sunday 1 Feb 2026.