ICC Dispatcher

North West Ambulance Service NHS Trust; Liverpool; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Pension scheme

Annual leave

NHS discounts

Cycle to work

Car lease

Childcare vouchers

Job summary

North West Ambulance Service NHS Trust is seeking Dispatchers to join our Integrated Contact Centres in Broughton, Speke and Manchester. You will dispatch emergency resources and communicate via radio with paramedics and other responders.

The ICC operates 24 hours a day, 7 days a week, coordinating ambulance responses across the region. Applicants must be flexible to a rota including day and night shifts and bank holidays.

Qualifications

• 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 maintain confidentiality.

Responsibilities

• Dispatch emergency resources and communicate with paramedics via radio.
• Coordinate ambulance responses with 999 Call Handlers in a fast-paced ICC.
• Operate within a 24/7 rota requiring flexibility for day/night shifts.

Skills

Typing

Communication

Multi-tasking

Attention to detail

Decision making

Confidentiality

Team player

Education

GCSE standard or above

CPD evidence

Tools

NHS IT systems

Job description

North West Ambulance Service NHS Trust is an Equal Opportunities Employer. We are committed to providing services which embrace diversity and which promote equality of opportunity. We offer a guaranteed interview scheme for disabled applicants who meet our minimum selection criteria at each stage of the selection process. We will not tolerate discrimination on any of the following: gender, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities trade union activity or political beliefs-or any other grounds.

At NWAS, we are committed to creating a diverse, inclusive and anti-racist workplace where everyone feels valued and has the opportunity to thrive. Our Anti-racist Statement sets out our commitment to becoming an anti-racist organisation and ensures these principles are embedded throughout our recruitment practices.

Our workforce is currently under-represented by people from black and minority ethnic backgrounds, and we encourage applications from people of all backgrounds. By building a workforce that better reflects the diverse communities we serve, we can provide the right care, at the right time, in the right place, every time.

The Trust reserves the right to close this vacancy early if a large number of applications are received.

Due to the volume of applications received for our advertisements, we will only contact those candidates shortlisted for interview via email; we aim to do this within 4 weeks of the closing date. If you do not receive the email, it will be that you have not been shortlisting on this occasion. When applying for this position, it is essential that you read the job description and person specification fully.

We also offers a range of excellent benefits including a pension scheme, up to 33 days Annual leave (exclusive of bank holidays), training and development opportunities, access to NHS discounts, Car Lease Scheme, Cycle to Work Scheme, NHS Mortgages and Childcare Vouchers.

Job overview

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.

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.

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.

Detailed job description and main 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

Any offer of employment may be withdrawn if you knowingly withhold information, provide false or misleading information.

Should you be successful at interview stage successful candidates will receive a conditional offer of employment, this will be subject to the NHS Employment Checks Standards.

A valid right to work and identity check

Reference checks -Thiswill cover a minimum of a three year period and will include a request for the number of days and occasions of sickness absence covering a minimum two year period. In line with equality legislation, the earliest point at which we will ask health related questions is when an offer of employment has been made. Absences related to disability may be excluded from these considerations; consideration would be given as to what would be a reasonable attendance level, based on the information available. Absences related to pregnancy, maternity and/or gender reassignment will be excluded from these considerations. Detailed information on the NHS Employment Checks Standards is available on the NHS Employers website; search ‘employment checks’.

DBS Checks - If the post is subject to DBS disclosure, a charge will be made for this disclosure. Occupational Health - You will require satisfactory medical clearance.

Whilst not a condition of employment, all staff are encouraged to be vaccinated against COVID-19 as this remains the best lined of defence against COVID-19.

From 1 st September 2018, Section 2 of the Agenda for Change Terms and Conditions will automatically apply to the calculation of unsocial hours for all appointments that commence in post from this date (except secondments).

If you do not have regular access to your email please contact a member of the HR Hub Team on 03451122018.

Employer certification / accreditation badges

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.