ICC Dispatch Duty Lead

North West Ambulance Service Nhs Trust; Penyffordd; On-site; GBP 42,000 - 62,000; Full time

Job summary

North West Ambulance Service NHS Trust is seeking a Duty Dispatch Lead to supervise, guide and coach the regional dispatch team, ensuring optimal allocation of staff and resources to meet demand.

You will drive performance to national standards, provide a virtual managerial presence across sites and own communications during major incidents, shaping resilience and continuous improvement across the region. You will chair shift meetings, monitor KPIs and report to the Service Delivery Manager.

Qualifications

• Experience leading, managing and coaching a team.
• Proven ability to effectively utilise resources to meet changing demands and national standards.
• Strong leadership, planning and communication skills.
• Knowledge of Integrated Contact Centres.

Responsibilities

• Supervise, lead, support and coach the regional dispatch team.
• Oversee regional utilisation of staff and resources to meet demand.
• Plan to meet and exceed internal, national and contractual performance standards.
• Provide a virtual managerial presence across regional dispatch sites.
• Take direct responsibility for all performance areas, analysing activity and implementing improvements.
• Make autonomous decisions with justified rationale outside agreed parameters.
• Be responsible for communications during major or large-scale incidents.
• Oversee regional planned and spontaneous events, managing impact on resources and business continuity.
• Chair shift meetings with regional Area Dispatch Leads; allocate tasks to minimise risk.
• Monitor dispatch team KPIs with Dispatch Managers and set development for those below standard.
• Report to Dispatch Service Delivery Manager.
• Carry out any other duties as directed by Service Delivery Manager or Head of Service (Dispatch).

Skills

Team leadership

Coaching

Resource planning

Job description

Role of the Duty Dispatch Lead

• Supervise, lead, support and coach the regional dispatch team
• Have oversight of the management of regional utilisation of staff and resources to meet demand
• Plan to meet and exceed internal, national and contractual performance standards
• Provide a virtual managerial presence across the regional dispatch sites
• Take direct responsibility for all performance areas, analysing activity and implementing improvements
• Use autonomy to make decisions outside of agreed parameters, providing justification
• Be responsible for all communication during a major or large-scale incident
• Have oversight of regional planned and spontaneous events, managing the impact on resources and the continuity of business as usual
• Chair shift meetings with regional Area Dispatch Leads to gain understanding of the current state of play regarding demand. Make plans and allocate tasks to minimise risks in responding to patients
• Monitor dispatch team KPIs in conjunction with the Dispatch Managers and agree objectives and development for those working below standard
• Report to Dispatch Service Delivery Manager
• Carry out any other duties as directed by the Service Delivery Manager or Head of Service (Dispatch)

This list of duties is indicative of the role, and further duties as outlined within the job description will be expected of the successful candidate.

We are looking for a highly motivated individual with an evidenced knowledge of Integrated Contact Centres and experience of:

• Leading, managing, coaching a team.
• Effective utilisation of resources, to meet the changing demands of the service and meet national standards.
• Leadership, planning and effective communication

Are you a highly organised and excellent communicator with the ability to lead and deliver change? Are you highly motivated and inspirational with a proven ability to meet the challenge of the role. Do you aspire to contribute to the current and future strategic direction of ICC and the wider 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.