ICC Compliance Governance and SOP Manager

North West Ambulance Service NHS Trust; Horwich; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A regional healthcare provider in the UK seeks an ICC Compliance & Governance Manager to ensure adherence to governance standards and regulatory compliance. The role includes developing compliance policies, training staff, and collaborating with various departments. Ideal candidates should have experience in compliance management and excellent analytical skills. This position offers a supportive work environment and opportunities for hybrid working.

Benefits

Supportive work environment

Impact on governance practices

Qualifications

• Proven experience in compliance management or governance.
• Strong understanding of ICC regulations and standards.
• Excellent communication skills and stakeholder engagement.

Responsibilities

• Develop compliance programs for ICC regulations.
• Monitor compliance risks and implement corrective actions.
• Conduct training initiatives organisation-wide.

Skills

Compliance management

Governance practices

Stakeholder engagement

Analytical skills

Education

Degree level education

Tools

Microsoft Office

Computer Aided Dispatch Systems

Job description

ICC Compliance Governance and SOP Manager

Are you a dedicated professional with a passion for ensuring organisational integrity and compliance? We are seeking an ICC Compliance & Governance Manager to join our team and uphold the highest standards of governance and regulatory adherence.

About the Role: As the ICC Compliance & Governance Manager, you will be responsible for developing, implementing, and maintaining compliance policies and governance frameworks that align with industry standards and regulatory requirements. You will work closely with various departments to promote a culture of integrity and ensure our organisation maintains Standard Operating Procedures which are fit for purpose.

The role sits within a team supporting NWAS's mission to deliver timely, quality urgent and emergency care, aligned with core values of collaboration, excellence, and making a difference. The team collaborates with multiple internal and external stakeholders, including operations, clinical governance, digital and external service providers.

Main duties of the job

Key Responsibilities:

• Develop and oversee compliance programs to ensure adherence to ICC regulations and standards
• Monitor and assess compliance risks, implementing corrective actions as needed
• Advise senior management on governance best practices and regulatory changes
• Conduct training and awareness initiatives across the organisation
• Prepare reports and documentation for internal and external audits

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

Qualifications & Experience:

• Proven experience in compliance management, governance, or a related field
• Strong understanding of ICC regulations and international compliance standards
• Excellent communication and stakeholder engagement skills
• Ability to analyze complex information and develop strategic solutions

Why Join Us?

• Be part of a dynamic team committed to integrity and excellence
• Opportunity to make a significant impact on organisational governance
• Supportive and collaborative work environment

Detailed job description and main responsibilities

Please ensure you read the attached Job Description and Person Specification before applying.

Location

This post will be based at either Middlebrook (BL6 6PQ) or Estuary Point (L24 8RL) however some travel between all NWAS contact centre sites will be necessary.

This role also offers opportunity for some hybrid working.

Recruitment Campaign:

Shortlisting to commence: 19/01/2026

Assessment centre: N/A

Professional discussions: 03/02/2026

Person Specification

• Excellent verbal and written communication skills.
• Excellent keyboard and computer skills
• Skilled in writing reports and procedures
• Able to identify problems which may impact on ICC or operational performance. Ability to provide solutions
• Able to coach and ensure understanding
• Able to communicate to a high standard with staff at all levels and external customers and suppliers.
• Able to deliver high quality customer service
• Professional attitude to work and to the need for change to improve service delivery.
• Decision maker, with ability to adapt decision making to meet needs of situation
• Ability to work independently on own initiative and to focus on required activity.
• Planning and organisation skills to manage own time to meet deadlines
• Ability to prepare and deliver effective presentations.
• Able to work effectively in a pressurised environment
• Able to maintain confidentiality
• Able to attend meetings at a local, regional and national level to support system and staff development.

Qualification and Knowledge

• Educated to degree level, plus specialist training/experience to postgraduate equivalent level.
• Evidence of relevant CPD

Experience

• Minimum of 2 years working knowledge and experience of a patient facing ICC role, for example health advisor, emergency medical advisor or dispatcher
• Working knowledge of Computer Aided Dispatch Systems and Patient Management Systems.
• Working knowledge of the NHS Pathways, audit systems and protocols.
• Knowledge and understanding of contingency plans for ICCs.
• Working knowledge of Airwave Radio systems.
• Working knowledge of Microsoft office, including Outlook, Word, Powerpoint, Excel and Visio.
• Up to date with NHS developments to ensure the Trust remains at the forefront of contact centre service delivery.

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

ICC OS Service Development & Business Support S2

ICC Senior Service Development Business Support

ICC OS Service Development & Business Support S2