Operations Manager (Remote Integrated Care Service) - Cardiff

NHS; Remote; GBP 48,000 - 56,000; Full time

Job summary

A healthcare provider is seeking an Operations Manager for the Remote Integrated Care Service. This full-time role involves operational leadership, management of a clinical team, and collaboration to ensure a safe and effective service. Candidates should have significant experience in a first-line manager role, strong leadership qualities, and the ability to manage multiple conflicting demands. The position also values Welsh language skills. Competitive salary is offered based on experience.

Qualifications

• A degree level of education, or equivalent demonstrable experience.
• Highly specialist knowledge of managing a contact centre.
• ILM Level 4 in Leadership and Management certification.

Responsibilities

• Provide 24/7 operational leadership of a defined area.
• Manage the delivery of works, estates, security, and housekeeping.
• Nurture the development of all staff within their line management.

Skills

Leadership skills

Communication skills

Relationship management

Budget management

Education

Degree level education or equivalent

ILM Level 4 in Leadership and Management

Job description

Job Summary

Operations Manager – Remote Integrated Care Service (Remote Integrated Care Service)

We are looking to appoint an enthusiastic and highly motivated colleague who will be responsible for the on‑shift management of the Remote Integrated Care Service and line management of a multi‑professional clinical team.

We are looking for a candidate who has experience managing a national multi‑disciplinary remote assessment in a first‑line manager role and can demonstrate leadership in delivering a safe and effective service through a period of significant structural service change.

The ability to speak Welsh is desirable, although Welsh and/or English speakers are equally welcome to apply.

About Us

#RemarkablePeople – Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world‑class patient care across Wales, 24 hours a day, 365 days a year.

We are committed to an inclusive environment that reflects the diversity of the population we serve. We encourage applications from under‑represented groups including Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.

Job Details

Band: 7

Salary: £48 527 to £55 532 a year

Contract: Permanent

Working pattern: Full‑time

Reference number: 020-AC144-1225

Location: Cardiff Ambulance Station – Croescadarn Close, Cardiff, CF238 AN

Post dates: 29 December 2025

Key Responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents, or please click Apply now to view in Trac.

Working collaboratively with their respective Locality Manager, the principle role of the post holder is the 24/7 operational leadership of a defined area.

The post holder will provide direction, support and nurture the development of all staff within their line management.

The post holder will manage the delivery of works, estates, security and housekeeping at the local site.

Person Specification

Qualifications and Knowledge – Essential

• A degree level of education, or equivalent demonstrable experience
• Highly specialist knowledge of managing a contact centre
• ILM Level 4 in Leadership and Management and willingness to undertake ILM 5 within an agreed timeframe
• Prioritising conflicting demands and often unpredictable work patterns
• Ability to demonstrate visible leadership in challenging and stressful situations
• Investigation and report‑writing skills
• Demonstrating continuous personal development, including leadership and change management
• Effective and sensitive communications skills
• Ability to adapt tactical actions into operational delivery
• Organisational Operational Commander course acquired and updated within 3 years
• Detailed knowledge and experience of managing capacity, demand and activity
• Experience of budget management

Qualifications and Knowledge – Desirable

• Presenting complex, sensitive or contentious information to internal and external groups
• Clinical qualification, Registered Nurse or Paramedic

Experience – Essential

• Relationship management with key stakeholders in Integrated Care and operational setting to support corporate aims and objectives
• Experience of managing and influencing people
• Experience of working with a diverse range of stakeholders
• Experience of leading high‑performing teams
• Experience in undertaking investigations
• Experience of working in demanding and fast‑moving environments
• Experience of developing tactical working plans to meet strategic objectives

Experience – Desirable

• Persuading, influencing and negotiating with staff in time‑critical circumstances

Skills and Attributes – Essential

• Demonstrating role‑model leadership behaviours and adapting styles to match situations and audiences
• Decoding and interpreting multiple sources of information in real time to make informed judgments and decisions without reference to others
• Assertively communicating, stating and maintaining an organisational position to ensure organisational needs are met
• Demonstrating mental agility and decisiveness in rapidly changing environments
• Accountability for results and actions, and holding others to account
• Leading, inspiring, motivating, developing and managing staff during intense operational pressure, critical incidents and distressing emotional circumstances
• Communicating orally and in writing, adapting styles and messages to match situations and audiences, including delivering difficult information
• Building and maintaining relationships with internal and external key stakeholders, developing partnerships and cooperative working
• Drive to achieve and lead a team to be successful and engaged
• Diplomatic, confidential and assertive
• Willingness to take personal responsibility for the success of the role
• Recognising and supporting staff suffering from emotional trauma while recognising own limits and when to ask for help
• Persuasion and influence skills

Skills and Attributes – Desirable

• Welsh language skills at levels 1 to 5 in understanding, speaking, reading and writing Welsh
• Commitment to Trust Behaviours and Values

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offences Act (Exceptions Order) 1975 and will require submission for Disclosure to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current skilled‑worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.

Employer Details

Welsh Ambulance NHS Trust

Cardiff Ambulance Station – Croescadarn Close, Cardiff, CF238 AN

Website: https://www.ambulance.wales.nhs.uk/en/5