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North West Ambulance Service; Broughton; On-site; GBP 45,000 - 65,000; Full time

Job summary

North West Ambulance Service NHS Trust is seeking an ICC Dispatch Duty Lead to supervise and develop the regional dispatch team, ensuring effective use of staff and resources to meet demand.

You will lead on planning to meet performance standards, provide a virtual managerial presence across sites, and drive improvements in performance. The role requires strong leadership, communication, and change delivery capabilities.

Qualifications

• Experience leading, coaching and developing a dispatch team.
• Proven ability to manage resources to meet demand and national standards.
• Strong leadership, planning and communication skills.

Responsibilities

• Supervise, lead, support and coach the regional dispatch team.
• Oversee management of regional staff utilization to meet demand.
• Plan to meet internal, national and contractual performance standards.
• Provide a virtual managerial presence across regional sites.
• Take responsibility for performance areas and implement improvements.
• Chair shift meetings with regional Area Dispatch Leads and allocate tasks to minimise risk.
• Monitor dispatch team KPIs with Dispatch Managers and support underperforming colleagues.
• Report to Dispatch Service Delivery Manager.
• Carry out any other duties as directed by the Service Delivery Manager or Head of Service (Dispatch).

Skills

Team leadership

Resource planning

Communication

Operational coordination

Job description

ICC Dispatch Duty Lead | North West Ambulance Service NHS Trust

We are looking for a highly motivated individual with an evidenced knowledge of Integrated Contact Centres and experience of:

• Leading, managing, coaching a team.
• Effective utilisation of resources, to meet the changing demands of the service and meet national standards
• Leadership, planning and effective communication

Are you a highly organised and excellent communicator with the ability to lead and deliver change?

Are you highly motivated and inspirational with a proven ability to meet the challenge of the role.

Do you aspire to contribute to the current and future strategic direction of ICC and the wider organisation?

Role of the Duty Dispatch Lead

• Supervise, lead, support and coach the regional dispatch team
• Have oversight of the management of regional utilisation of staff and resources to meet demand
• Plan to meet and exceed internal, national and contractual performance standards
• Provide a virtual managerial presence across the regional dispatch sites
• Take direct responsibility for all performance areas, analysing activity and implementing improvements
• Use autonomy to make decisions outside of agreed parameters, providing justification
• Be responsible for all communication during a major or large-scale incident
• Have oversight of regional planned and spontaneous events, managing the impact on resources and the continuity of business as usual
• Chair shift meetings with regional Area Dispatch Leads to gain understanding of the current state of play regarding demand. Make plans and allocate tasks to minimise risks in responding to patients
• Monitor dispatch team KPIs in conjunction with the Dispatch Managers and agree objectives and development for those working below standard
• Report to Dispatch Service Delivery Manager
• Carry out any other duties as directed by the Service Delivery Manager or Head of Service (Dispatch)

This list of duties is indicative of the role, and further duties as outlined within the job description will be expected of the successful candidate

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.

Oversee and contribute within own remit to:

• The planning and delivery of all dispatch training requirements
• Scope potential workforce related risks, feeding new risks into ICC senior management team
• Liaise with other departmental managers around operational coordination of resources in the event of any large scale, complex or major incidents
• Allocate roles to the dispatch teams during large scale or critical incidents, as appropriate, providing emphasis on continuation of core service
• Negotiate with emergency and non-emergency colleagues/services across sectors and different health economies, regarding business continuity support

Assessments will take place at Broughton on30 September. Candidates who meet the required standard at assessment will then be invited to attend a Professional Discussion on the same day.

This advert closes on Friday 18 Sep 2026