ICC Dispatch Lead: Regional Ops & Performance

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

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.