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- Tasks: Lead a team of Call Handlers and manage performance in a fast-paced environment.
- Company: Join the North West Ambulance Service NHS Trust, providing vital emergency services.
- Benefits: Flexible working hours, competitive salary, and opportunities for professional development.
- Why this job: Make a real difference in emergency healthcare while developing your leadership skills.
- Qualifications: Experience in management and strong communication skills are essential.
- Other info: Dynamic role with opportunities for career advancement and impact on community health.
The predicted salary is between 36000 - 60000 £ per year.
Posts Available:
- Unplanned CHTM / Planned CHTM perm
- Estuary Point: x1 PT 28.5hpw Planned - (see rota attached)
- x1 FT 37.5hpw Unplanned - Working a 24hr rota line
- Middlebrook: x1 FT 37.5hpw Unplanned - Working a 24hr rota line
- Broughton: x1 0.5 WTE (18.75hpw) Unplanned - Working a 24 hour relief rota, which may have full night shifts (1900-0700) and full day shifts (0700-1900) alongside some mid-shifts.
Are you a confident leader with the ability to lead and deliver change whilst working under periods of pressure? Do you want to help contribute to the current and future strategic direction of ICC and the wider organisation? We are looking for highly motivated individuals with an evidenced knowledge base of ICC which should include managing a wide range of staff, ICC systems, processes and procedures. Management, planning, effective communication, and attention to detail will be just some of the essential criteria for the successful candidate.
Responsibilities:
- Report to ICC Call Handling Duty Lead.
- Ensure that local training objectives and deliverables outlined remain on course to be delivered e.g., NHS Pathways and ICC downtime.
- Maintain close links with the wider ICC teams to support with any performance related issues including development and management of performance improvement plans.
- Provide first line management to Call Handlers.
- Assist with and manage the delivery of Call Handling Key Performance Indicators.
- In conjunction with Shift Capacity Manager, oversee, monitor and manage demand across all call handling service lines.
- Act as a first point of contact for all appropriate call handling issues during your tour of duty.
- Escalate appropriate issues that arise to the relevant manager.
- Provide bi-weekly updates and written highlight reports and milestones, on request in relation to your own team's Call Handling performance.
- Ensure Call Handling Absence is robustly managed, including the creation of sickness management packs.
- In conjunction with ICC Workforce Planning support, all flexible working requests are reviewed in line with NWAS policy.
- Assist with the recruitment of ICC Call Handler roles.
- In conjunction with the Service Delivery Manager and Call Handling Duty Leads, complete or assist in investigations in accordance with NWAS policy and procedure including Dignity at Work processes.
- Maintain effective working relationships with internal stakeholders, such as HR business Partners.
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.
Please see Job Description and Person Specification for further information.
Recruitment Campaign:
- Assessment Centres - 18.02.2026 and 20.02.2026 at Estuary Point
- Professional Discussions - 05.03.2026 and 06.03.2026 at Estuary Point
If you have any questions about this exciting opportunity, please contact the recruiting manager William Marsh or Cheryl Harry ICC Recruitment and Retention Officer. This advert closes on Sunday 1 Feb 2026.
ICC Call Handling Team Manager | North West Ambulance Service NHS Trust in Broughton Astley employer: North West Ambulance Service
Contact Detail:
North West Ambulance Service Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ICC Call Handling Team Manager | North West Ambulance Service NHS Trust in Broughton Astley
✨Tip Number 1
Get to know the company inside out! Research North West Ambulance Service NHS Trust and understand their values, mission, and the specifics of the ICC Call Handling role. This will help you tailor your approach during interviews and show that you're genuinely interested.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend local events related to the NHS. Building relationships can give us insider info about the team culture and even lead to referrals, which can boost your chances of landing the job.
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your leadership skills and experience managing teams align with the job requirements. Practise your responses to common questions, focusing on your ability to handle pressure and deliver change effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team at North West Ambulance Service NHS Trust. Good luck!
We think you need these skills to ace ICC Call Handling Team Manager | North West Ambulance Service NHS Trust in Broughton Astley
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the role of ICC Call Handling Team Manager. We want to see how you can lead and deliver change, so don’t hold back on showcasing your leadership abilities!
Showcase Your Knowledge: Demonstrate your understanding of ICC systems, processes, and procedures in your written application. We’re looking for candidates who can manage a wide range of staff effectively, so include any relevant experiences that show you’ve got this covered.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where necessary to make it easy for us to read through your qualifications and experiences. Remember, attention to detail is key!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to the right people. Plus, you’ll find all the details you need about the role and the application process there!
How to prepare for a job interview at North West Ambulance Service
✨Know Your ICC Inside Out
Make sure you have a solid understanding of the ICC systems, processes, and procedures. Brush up on your knowledge about NHS Pathways and how they relate to call handling. This will show that you're not just interested in the role but are also prepared to hit the ground running.
✨Demonstrate Leadership Skills
Prepare examples of how you've successfully led teams or managed change in high-pressure situations. Think about specific challenges you've faced and how you overcame them. This will help you illustrate your leadership capabilities during the interview.
✨Communicate Effectively
Practice clear and concise communication. You’ll need to convey complex information simply, especially when discussing performance improvement plans or managing absence. Consider doing mock interviews with friends to refine your delivery.
✨Engage with Stakeholders
Be ready to discuss how you would maintain effective working relationships with internal stakeholders, like HR business partners. Think of examples where you've collaborated successfully with others to achieve common goals, as this is crucial for the role.
