Director of Integrated Contact Centres

The Trust is looking for a dynamic and motivated individual to lead its Contact Centre function, with corporate responsibility for all the Trust Contact Centres and leading on the integrated response model of 999, 111 and non-emergency patient transfer functions. This pivotal role will provide senior leadership for the day to day delivery of operational, workforce and financial performance of the Trust’s Contact Centres, with accountability for achieving and sustaining key performance targets across our fast‑paced and highly measured contact centre environment.

You will play a central role in major programmes of operational transformation, shaping business cases and leading large‑scale change. A key priority will be driving cultural change, ensuring teams are empowered, inclusive, and focused on improving patient outcomes. Working corporately, you will contribute to the wider leadership of the Trust and collaborate closely with regulators, NHSE, ICB partners, urgent care providers and national groups, building strong relationships to deliver innovative solutions for diverse populations.

We welcome applications from senior leaders with experience in either contact centre operations, the wider NHS, or major programme and transformation delivery, who can offer strategic insight and demonstrate compassionate, inclusive leadership. The successful candidate will be confident operating at sub‑board level, comfortable in a system leadership role, and motivated by the chance to shape a critical part of one of the country’s leading ambulance services.

Rated ‘Good’ by the CQC and Ofsted, North West Ambulance Service NHS Trust provides 24 hour, 365 days a year Urgent and Emergency Care to those in need of immediate medical treatment and where necessary transport to the most appropriate receiving hospital/centre. As the largest integrated Ambulance Service in the UK, our 8000 staff and volunteers in over 300 different roles serve a population of more than 7.5 million people across Cumbria, Lancashire, Greater Manchester, Merseyside, Cheshire and part of Derbyshire. Each year we receive approximately 1.4 million 999 calls, respond to just under 1 million emergency incidents and make more than 1.4 million patient transport journeys for those who require non-emergency transport to and from healthcare appointments. We also deliver the NHS 111 service across the region for people who need medical help or advice, handling around 1.7 million calls every year.

For further details / informal visits contact: Name: Emily Smith Job title: Associate Consultant Email address: emily.smith@gatenbysanderson.com Telephone number: 07442440487