Incident Response Desk Dispatch Lead

North West Ambulance Service NHS Trust; Aylesbury; On-site; GBP 32,000 - 42,000; Full time

Job summary

North West Ambulance Service NHS Trust is seeking six Band 6 Incident Response Desk Dispatch Lead positions based at Broughton. You will deploy clinical assets and commanders for multi-resource incidents, working with a team of Advanced Practitioners, HEMS-trained clinicians, and dispatchers.

Role requires JESIP training, dispatch experience, and leadership of a multi-disciplinary team. Training provided; assessment day will be scheduled post-shortlisting.

Qualifications

• Strong leadership and team management experience across levels.
• Proficient in Microsoft Office and proven ability to communicate under pressure.
• Experience in coordinating dispatch operations within emergency services.

Responsibilities

• Coordinate Assessment Centre activities and support professional discussions.
• Manage dispatchers on a day-to-day basis and oversee rotas and shift coverage.
• Liaise with external emergency and NHS partners, cascading information to ROCC and Duty Dispatch Leads.
• Attend command training and participate in recruitment assessment days.

Skills

MS Office

Team leadership

Negotiation

Priority management

Adaptability

Active listening

Communication

Counselling

Line management

Self-motivation

People skills

Governance

Planning

Multi-tasking

Decision making

Work ethic

Self-discipline

Information handling

Education

5 GCSEs including English and Maths

Dispatch knowledge

Healthcare knowledge

JESIP training

NWAS managerial courses

HR processes knowledge

Performance management knowledge

Job description

Job summary

An exciting opportunity has arisen to apply for six new positions as a Band 6 Incident Response Desk Dispatch Lead operating out of Broughton.

The successful candidates will be responsible for the deployment of clinical, specialist operational assets and commanders to respond to incidents that require multiple resources to be deployed right up to critical and Major Incidents. You will be working as part of a team that includes Advanced Practitioners, HEMS trained clinicians as well as dispatchers.

Main duties of the job

Using the JESIP principles you will liaise with external emergency and NHS partners, maintaining up to date communications with operational and on scene commanders and clinicians, before cascading that information internally to the ROCC and the Duty Dispatch Leads. This will be a critical task so having dispatch experience and disciplined voice communications is essential.

You will be managed by the ROCC Tactical Commanders and will be required to manage dispatchers on a day to day basis and oversee breaks and the management of rotas, ensuring shifts are covered by trained personnel.

The successful applicants will receive a bespoke training package prior to starting their first shift and will be required to attend command training. An assessment day will be conducted as part of the recruitment process with individuals informed of dates and location post the shortlisting process.

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 description

Job responsibilities

Assessment Centre and Professional Discussion - 7th October 2026 (Date subject to change)

Person Specification

Skills and competencies

Essential

• Comprehensive knowledge of Microsoft packages including Outlook, Word, Excel and Power Point.
• Able to lead, develop and motivate a diverse team working across all levels whilst being assertive, persuasive, and influential.
• Have advanced negotiating and influencing skills.
• Able to make sense of complex and conflicting priorities.
• Professional attitude to work and the need for change to improve service delivery.
• Excellent listening skills.
• Be able to communicate effectively, both verbally and in writing, with all levels internally and externally to the service.
• Counselling skills.
• Demonstrable experience of line management responsibilities.
• Be able to work on own initiative for protracted periods and manage own time.
• Ability to understand people and make appropriate judgements with regard to people issues.
• Experience and understanding of investigations and the understanding of governance process.
• Planning and organisation skills
• Ability to multi-task and prioritise effectively
• Ability to make dynamic decisions under pressure.
• Strong work ethic.
• Self-disciplined and motivated to improve patient care.
• Able to demonstrate the ability to provide and receive complex information.

Qualifications and Knowledge

Essential

• 5 X GCSE grade 4-9 in English Literature or Language and in Mathematics or equivalent qualifications and educated to A Level.
• Knowledge of dispatch processes.
• Knowledge of wider Health Economy and Ambulance Response Programme standards.
• Commander and JESIP training attended.
• NWAS managerial courses.
• Experience in the application of HR processes.
• Knowledge of performance management, information and reporting systems, staff management and change management.

Experience

Essential

• Previous experience within a contact centre environment.
• Experience of undertaking the 999 Dispatch ADL role
• A working knowledge of ICC operational procedures.
• Experience of working in a multi-disciplinary team.
• Experience of dealing with sensitive and/or complex information.
• Able to demonstrate experience of leading and managing a diverse range of staff employed in the provision of patient services.

Values and Behaviour

Essential

• 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
• Maintain confidentiality
• Have own transport and be able to travel to other sites as required

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 details

Employer name

North West Ambulance Service NHS Trust

Address

Broughton
Broughton
PR3 5LN
United Kingdom