ICC Service Development Officer

North West Ambulance Service NHS Trust; Horwich; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A regional emergency service provider is seeking a Service Development Officer to support project management across its Integrated Contact Centres. You will collaborate with stakeholders and project teams, ensuring projects meet strategic goals and are delivered effectively. A strong background in project management and excellent interpersonal skills are essential. This position offers the chance to impact healthcare delivery positively. The role is based in Horwich, with travel between contact centres expected.

Qualifications

• Excellent interpersonal skills, able to engage with all levels of hierarchy.
• Strong analytical and investigative skills.
• Ability to negotiate, persuade and manage conflict.

Responsibilities

• Support the planning and delivery of projects across ICCs.
• Assist in developing project management standards and tools.
• Produce high-quality reports and presentations for ICC meetings.

Skills

Interpersonal skills

Verbal and written communication

IT skills

Analytical skills

Negotiation skills

Education

Knowledge of project management disciplines

Tools

Visio

PowerPoint

Excel

SharePoint

Job description

Are you ready to make a real difference in healthcare delivery? NWAS is thrilled to offer an exciting opportunity for a passionate and innovative professional to join our Service Development Team working across the Integrated Contact Centres.

About the Role: As Service Development Officer, you will play a key role in supporting the delivery of organisational change programmes aligned with our strategic goals. As part of the ICC Service Development Team, you will work closely and collaboratively with stakeholders, and project teams to ensure projects are delivered on time, within budget, and to the highest standards.

This is your chance to contribute to impactful projects from conception through to successful completion, working in a collaborative environment where your contribution is valued.

Main duties of the job

ICC Service Development Officer

Key Responsibilities:

Support the planning, management, and delivery of projects and change initiatives across ICCs.

Assist in developing and implementing project management standards, tools, and documentation.

Collaborate with stakeholders to identify dependencies and resource needs.

Coordinate project teams and resources to ensure effective delivery.

Contribute to service redesign and business change processes through data analysis, reporting, and communication.

Support risk management, project reviews, and health checks to ensure project integrity.

Produce high-quality reports and presentations for ICC meetings.

Utilising SharePoint to support effective communication and collaboration across ICCs, including the development, maintenance, and optimisation of new and existing sites and content.

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

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.

If your base is currently Parkway or Broughton, working from these sites remains an option.

Recruitment Campaign

Advert Dates: 12.12.2025 - 29.12.2025

Shortlisting to commence: 05.01.2025

Professional discussions: 13.01.2025 -14.01.2025

Person Specification

• Excellent interpersonal skills, able to engage with all levels of hierarchy
• Good verbal and written communication skills including report writing, presentations and system specifications.
• Ability to work on own or in a group with minimal direct supervision
• A flexible and methodical approach to work to meet the needs of the role
• Excellent IT skills, able to use a wide range of software packages including Visio, Powerpoint, Excel (produce spreadsheets/formulas etc), SharePoint
• Ability to keep accurate and complete records consistent with best practice policies and procedures
• Excellent organisation skills and team leader skills
• Strong analytical and investigative skills.
• Ability to negotiate, persuade and manage conflict

Qualification and Knowledge

• Working knowledge of project management disciplines

Experience

• Project Management Experience
• Experience of Project Management in a 24/7/365 environment.
• Knowledge of project management including change management, benefit realisation and workforce redesign
• Knowledge of current government policies regarding the NHS programme for change
• Experience of policy formation and procedures
• Experience of prioritising workload and working to set time parameters.
• Experience of handling confidential information.
• Previous experience in NHS environment

Values and Behaviours

• Working together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable
• Being at our best - professional and adaptable and takes pride in work.
• Making a difference - act with compassion, kindness and integrity towards everyone.

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 - Middlebrook

ICC Service Development and Business Support Mgr

ICC OS Service Development & Business Support S2 - Middlebrook