ICC Dispatcher

North West Ambulance Service NHS Trust; Lancashire, Liverpool City Region, Manchester; On-site; GBP 28,000 - 36,000; Full time

Job summary

North West Ambulance Service NHS Trust in the North West region seeks skilled Dispatchers to join our Integrated Contact Centres in Broughton, Speke and Manchester. You will work alongside 999 Call Handlers, dispatching emergency resources and communicating with paramedics via radio.

The role requires calmness under pressure, excellent multitasking and strong attention to detail. Full training is provided, with a three-week programme at our Manchester site starting February 2027.

Qualifications

• Excellent keyboard and computer skills to input and access information.
• Strong communication and interpersonal skills with the ability to listen and respond clearly.
• Ability to multitask and prioritise in a fast-paced environment.
• Commitment to confidentiality and professional standards.

Responsibilities

• Dispatch emergency resources and coordinate with responders via radio.
• Operate within the Integrated Contact Centre on a 24/7 rota.
• Complete a comprehensive training package prior to full duties.
• Attend 3-week Manchester training programme starting 15 February 2027.

Skills

Typing

Communication

Multitasking

Confidentiality

Decision under pressure

Teamwork

Interpersonal skills

Education

GCSE or equivalent

Tools

IT systems

Job description

Please read the attached Job Description, Person Specification and information regarding assessments and training locations before submitting your application.

Are you calm under pressure, highly motivated, and able to multitask effectively?

North West Ambulance Service is recruiting Dispatchers to join our Integrated Contact Centres (ICC) in Broughton, Speke and Manchester. Working alongside 999 Call Handlers, you will be responsible for dispatching emergency resources and communicating via radio with paramedics and other emergency responders.

Our Integrated Contact Centres operate 24 hours a day, 7 days a week, receiving emergency calls and coordinating ambulance responses across the region.

Applicants must be flexible and able to commit to a rota pattern that includes:

• Day and night shifts
• Bank Holidays
• Religious festivals

We have organised some support sessions for those interested in this role to enable better understanding of this role, the application and recruitment process.

Main duties of the job

The ICC is a fast-paced environment where excellent typing skills and the ability to remain calm under pressure are essential. Successful applicants will have strong communication skills, attention to detail, and the ability to make decisions quickly and accurately.

No previous medical experience is required as a comprehensive training package will be provided.

Training

Successful applicants must be able to commit to a three-week training programme. Annual leave will not be permitted during this period. Training will be held at our Manchester site and will commence on Monday 15 February 2027.

During the first week, candidates will undertake observations across a variety of roles within the Integrated Contact Centre.

The training programme will include a mixture of daytime and late shifts.

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

Assessment Centre

Assessment Centres will be held in Speke on: Sunday 29 November 2026

Candidates will complete a series of assessments including:

• Typing test
• Memory and recall exercises
• Attentional focus assessment
• Multi-tasking assessment

Candidates who successfully pass these assessments will be invited to attend a formal interview on the same day.

Sponsorship:Visa sponsorship is not possible for this role for either candidates or existing employees. The skill level and salary for this role does not meet the eligibility criteria for Skilled Worker/ Health and Care Worker visas as set out at gov.uk. Graduate visa holders should have no expectation of long-term employment through sponsorship. Additionally, your visa conditions and validity period must allow you to work in the role question and for a suitable period to allow training and execution without requiring sponsorship.

Person Specification

• Excellent keyboard and computer skills evidenced by the ability to effectively input and access information to/from the IT systems
• Developed communication and interpersonal skills
• Excellent listening and communication skills
• Ability to 'multi-task' and prioritise effectively
• Planning and organisation skills
• Ability to make dynamic decisions under pressure
• Ability to work on own initiative and to follow protocols as appropriate
• Ability to maintain confidentiality
• Effective team member
• Strong work ethic
• Self disciplined and motivated to improve patient care
• Demonstrate an understanding of managing a safe working environment

Qualification and Knowledge

• Educated to GCSE standard or above, or equivalent vocational qualifications
• Evidence of continuous professional development

Values and Behaviours

• Ability to work unsocial hours/shift pattern
• Present a professional image

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.