Job vacancy: Integrated Contact Centre Director, North West Ambulance Service NHS Trust, Bolton

Job summary

Main area: Director
Grade: VSM
Contract: Permanent
Hours: Full time - 37.5 hours per week
Job ref: 242-4475-LR

Employer: North West Ambulance Service NHS Trust
Employer type: NHS
Site: Ladybridge Hall
Town: Bolton
Salary: Attractive
Closing: 02/12/2024 09:00
Interview date: 13/01/2025

Integrated Contact Centre Director

VSM

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.

The Trust is currently under-represented in terms of staff from black and minority ethnic backgrounds. We encourage applications from all backgrounds to improve the diversity of our workforce and to better reflect the communities we serve to 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. Please use the supporting information space to demonstrate your ability to undertake this role, drawing on your skills, knowledge and experience.

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.

Detailed job description and main responsibilities

To learn more about us and this exceptional role, please visit our dedicated microsite https://nwas-leaders.co.uk/

For an informal discussion about this post and for further details on how to apply please contact [email protected]

Closing date for applications: 9am 2^nd December 2024

Final interviews: 13^th and 14^th January 2025

Person specification

Qualifications

Essential criteria

Professional knowledge acquired through degree, supplemented by specialist training to masters or equivalent level, management qualification or equivalent lived / professional experience and CPD.
Demonstrates relevant continuous professional development including management, organisational development and change management.

Knowledge and experience

Essential criteria

Extensive record of accomplishment and experience in a senior leadership role in contact centre management
Highly developed knowledge of financial / budget management, HR management and clinical governance processes acquired through experience and training.
Experience of leading, developing and motivating multi-faceted diverse professional teams.
Experience of strategic development, service re-design and implementation at both an organisational and systems level
Substantial experience of managing complex and/or critical systems changes.
Expertise in writing and implementing accessible corporate policies, procedures and protocols.
Negotiating and fostering effective partnerships with trade unions at a local level
Strategic planning experience at corporate level
Experience of successfully leading and implementing large scale projects or programmes
Working knowledge of health inequalities within depth understanding of the impact of disparities in access to care by marginalised groups to inform planning of emergency care provision

Skills and Abilities

Essential criteria

Ability to deal with a number of competing priorities and deadlines on a day-to-day basis, allocating work to others as necessary.
Developed written, verbal and IT based communication skills to deliver accessible communications, including for colleagues, staff and patients with diverse needs.
Able to demonstrate compassionate inclusive leadership to develop, lead, inspire, motivate and manage a diverse multi-professional team across a range of situations e.g. normal working to operational pressures.
Highly developed communication skills and able to confidently communicate with media/ external and internal partners on highly complex, sensitive and/or contentious matters.
Credible with a wide variety of different audiences, including staff, patients and senior teams.
Demonstrable ability to attract, lead and retain workforce diversity through positive action planning in service of improved patient care, experience and outcomes
Effective persuading, influencing and negotiating skills to achieve best outcomes.
Ability to negotiate, shape and influence service development involving partner agencies, providers and key system stakeholders.
Problem solving, influencing, vision and strategic thinking skills.
Highly developed political skills and judgement underpinned by visible advocacy for the Trust values and principles of equity, fairness and equality
Highly developed intellectual and analytical skills.
Demonstrable ability to proactively plan and deliver services that are value for money.
Ability to manage complex situations and provide solutions where none exists.

Clinical

Essential criteria

Where clinically qualified, maintain clinical competence, currency and professional registration through practice and an appropriate portfolio.

Other

Essential criteria

Self-motivated, independent and able to work under minimum supervision to achieve targets – often under pressure.
Being accountable for results and actions and in turn, holding others to account.
Full valid EU/UK driving licence.
Flexible in approach to work.
Able to participate in an ICC on-call roster that involves being on-site during the day, night and at weekends.
Must be mobile throughout the Trust’s footprint and out-of-area on occasions (e.g. national travel)

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.

Right to work - You will be required to provide a valid right to work in the UK document. North West Ambulance Service NHS Trust are currently able to provide sponsorship for roles that identified under the Health and Care visa, further information on this can be found here Health and Care Worker visa: Your job - GOV.UK (www.gov.uk)

Reference checks - This will 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.