ICC Clinical Delivery Team Manager

North West Ambulance Service NHS Trust; United Kingdom; On-site; GBP 40,000 - 60,000; Full time

Job summary

A public health service organization is seeking a Clinical Delivery Team Manager to lead a multi-disciplinary team within their Integrated Contact Centre. The role involves providing 24-hour cover, managing team performance, and ensuring patient safety. Candidates should possess leadership skills and relevant educational qualifications. Experience in multi-disciplinary environments and NHS operations is preferred.

Qualifications

• Evidence of Leadership & Mentoring skills.
• Educated to Diploma level in relevant subject; or equivalent experience.
• Significant experience in HR processes application.

Responsibilities

• Provide visible leadership to the multi-disciplinary team.
• Ensure well-being support and training for the team.
• Manage sickness, absence, and performance management plans.

Skills

Leadership & Mentoring skills

Excellent written and analytical skills

Decision-making skills

Organisational and planning skills

Ability to work in pressurized environment

Motivation and performance management

Compassionate and inclusive leadership

Education

Diploma level in relevant subject

Job description

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The Clinical Delivery team are looking for a highly motivated individual with proven knowledge and experience within our Integrated Contact Centre (ICC). This will include managing a multi-disciplinary team of Clinical and Non-Clinical staff, The successful individual will be expected to have a sound knowledge of ICC policies, procedures and systems currently in place with the appetite and proven leadership skills needed to lead an expanding workforce through change.

The role is required to provide 24-hour cover across Clinical Delivery within the NWAS ICC footprint with the expectation for the successful post holder to travel across all ICC sites to provide presence and support as required. Base location will be discussed on appointment.

Main duties of the job

Clinical Delivery Team Manager

The post holder will be expected to provide visible leadership to a multi-disciplinary team of front-line staff. As part of the Clinical Delivery team, you will be expected to demonstrate flexibility, approachability and the passion to coach staff whilst delivering and encouraging the Trusts strategies and values. The post holder will ensure that their team has the right level of wellbeing support alongside the training, knowledge and system related training to ensure that they are able to the achieve the required optimum standards within our productivity targets whilst always ensuring patient safety.

As a Clinical Delivery Team Manager, you will have significant responsibilities for your team's wellbeing including sickness and absence management, conducting monthly 1-2-1's, delivering KPI’S and supporting staff through Performance Management Plans as required.

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.

Person specification

• Evidence of Leadership & Mentoring skills
• Excellent written and analytical skills to provide reports to both Internal & External stakeholders.
• Proven decision-making skills, including management of risk
• Enthusiasm and drive to develop Urgent Care
• Good organisational and planning skills to manage a range of activities.
• Ability to work effectively in a pressurized environment.
• Ability to motivate, performance manage and develop teams and individuals
• Demonstrable compassionate and inclusive leadership
• Demonstrable experience of line management responsibilities

Qualification and knowledge

• Educated to Diploma level in relevant subject; or equivalent level of experience of working at a similar level in this area and willing to work towards CMI level 5 qualification
• Evidence of in-depth knowledge of information and reporting systems, staff management, performance management and change management
• Significant experience in the application of HR processes

Experience

• Proven knowledge and experience relating to the operation of Primary & Urgent Care Services.
• Experience of system changes to support practice.
• Experience of working in a multi-disciplinary team
• Can demonstrate experience of leading and managing diverse staff employed in the provision of patient services
• Experience of working within an NHS Ambulance Emergency Operations Centre or Contact Centre environment.

Values and Behaviours

• Working together – demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable