FAQs
What are the main responsibilities of the Integrated Contact Centre Director?
The Integrated Contact Centre Director is responsible for leading the Trust's Contact Centre function, overseeing the 999, 111, and non-emergency patient transfer functions, and ensuring operational, workforce, and financial performance, along with achieving key performance targets.
What qualifications are necessary for this role?
The ideal candidate should have extensive experience in contact centre leadership or within the wider NHS, demonstrating a record of accomplishment in operational management, strategic thinking, and relationship-building skills.
What is the Trust's mission or focus?
The Trust aims to transform services to improve patient outcomes, with a strong emphasis on addressing health inequalities and collaborating with NHS partners and communities.
What type of leadership style is valued for this position?
The Trust values compassionate and inclusive leadership, focused on maximizing employee engagement and fostering a positive workforce committed to improving patient outcomes.
Is this position full-time or part-time?
The job is typically full-time, as it involves overseeing a critical 24-hour service.
What kind of experience should applicants have?
Applicants should have significant leadership experience in contact centre operations or the NHS, with a focus on strategic management, relationship-building, and driving organizational change.
How many calls does the Trust handle annually?
The Trust handles approximately 1.4 million 999 calls, responds to nearly 1 million emergency incidents, and handles around 1.7 million NHS 111 calls every year.
How can I learn more about the position or schedule an informal visit?
For further details or to request an informal visit, you can contact the recruitment team via email at leaders.recruitment@nwas.nhs.uk or call them at 03451122018.
What is the population served by the North West Ambulance Service NHS Trust?
The Trust serves a population of more than 7.5 million people across Cumbria, Lancashire, Greater Manchester, Merseyside, Cheshire, and part of Derbyshire.
What is a key focus of the Integrated Contact Centre Director’s role?
A key focus is to drive change through innovative solutions that meet the evolving needs of diverse patients while improving overall patient outcomes.