Service Delivery Manager Call Handling - Middlebrook, Bolton

An exciting opportunity has arisenforaServiceDelivery Manager withinNWASIntegrated Contact Centres. Candidatesarerequiredtobehighlymotivated leaders with a proven abilityto deliver quality and performance targetsand improvements,in afast-pacedcontact centreenvironment whilst implementing strategicobjectives.

We are looking for the right person to join a team of 5 ICC Call Handling Service Delivery Managers. Initiallybased at Middlebrook, Bolton but with an expectation to work across the regional footprintasrequired.

Do you have what it takes to be part of the team who willlead integration ofNWAS 111, 999 and Planned Call Handling across 5 sites.Do you excel in working across multi functions and delivery modelswith the proven abilitytoconsolidateunderstandingdynamically and at pace.We are looking for an experienced leaderwith proven experience of managing and leading changeto join oursenior teamwho areimplementing agile, virtual working across our regionwithin a restructure,designed toachieve ourCallHandlingServiceDeliveryModel.Are you a resilient, patientsafetydriven leader who can balancethe implementation of the trusts strategic direction whilstensuringinternal and externalperformance targets are met.

You will be expected toevidencesound understanding of leading, managing and supportingteamswith focus on wellbeing anda great placeto work culture thatrepresentsthe values of the trust.

An experiencedseniormanager witha sound working knowledgeof Integrated Contact Centres.

The post holder will be responsible forsenior operational and performance management withinICC Call Handling service line,ensuring successful delivery of operational key performance indicators, as well as operational efficiency standards, to include development, implementation, and notification of monitoring solutions that enable performance concerns to be managed ina timelymanner.

Will support the Head of ICC Call Handling in creating,reviewingandmonitoringthe implementation of the annual business planobjectivesandlonger-termtransformational change initiatives, to include planning,impactand performance assumptions across the NWAS ICCCall Handlingservice line.

Reporting into the Head of ICC Call Handling, the post holder will contribute to the development and implementation of the Trust's overall ICC strategy, and Call Handling business plan by continuously monitoring andanalysingCall Handling service performance components, providing resource management and planning support as necessary in line with the implementation of the NHS England Urgent and Emergency Care Review and 5 Year Forward View recommendations, and other emerging NHSstrategies.

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.

The post holder will alsobe requiredto support the development and implementation of the ICC strategy by providing business planning and impact analysis of future ICC business opportunities and service transformation in conjunction with commissioners, collaborativepartnersand other key stakeholders.

The post holder will play a key role as a senior manager in promoting a commercially focused, patient centric culture across the Call Handling service line.

The post holder will assume direct line management responsibility for a team ofsenior managers, along with indirect responsibility for the management of wider operational and business support functions.

The post holder will contribute to the development and embedding of an over-riding patient care and quality ethic throughout the organisation, working on own initiative, managing their ownworkload,and coordinating their activitiesin order toensure that an efficient, effective service is provided.

All leadership roles at NWAS at every levelare required topromote and role model our Be Think Do Philosophy. NWAS is committed to attracting managers and leaders who are more than subject matter experts, but exemplary indemonstratingtheir experience and commitment to; values-based leadership; challenging workforce and health inequalities;operatingsuccessfully in ambiguity,complexity,and uncertainty.

All candidates willbe requiredto complete an applicationavailable on theNHS jobswebsite. Each application will be reviewed and those shortlisted will be invited to an assessment day.

The assessments will be split intothreeelements:

1. Situational Judgement Test

1. Assessment Centre

1. Professional Discussion

Assessment day will take place on 8th January 2025
Professional Discussions will take place 10th January 2025

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Thereis 1 role.

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