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Job summary

Main area
Ad-Hoc ICC
Grade
Band 7
Contract
Permanent
Hours
Full time - 37.5 hours per week
Job ref
242-4836-LR1
Employer
North West Ambulance Service NHS Trust
Employer type
NHS
Site
Middlebrook or Estuary Point
Town
Horwich, Bolton
Salary
£47,810 - £54,710
Salary period
Yearly
Closing
13/11/2025 23:59

Employer heading

North West Ambulance Service NHS Trust logo

ICC Service Development & Business Support Manager

Band 7

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.

 

Job overview

**Please note that the Trust reserves the right to close this advert early due to a high volume of applications received.**

Job overview

Are you ready to make a real difference in healthcare delivery? NWAS is thrilled to offer an exciting opportunity for a passionate and innovative professional to join our Service Development Team working across the Integrated Contact Centres (ICCs).

About the Role: As Service Development & Business Support Manager, you will play a pivotal role in driving positive change and enhancing service experiences for both patients and staff. This is your chance to lead impactful projects from conception through to successful completion, working in a collaborative environment that values your ideas and leadership.

What’s in it for you?

· Impactful Work: Help shape the future of our contact centres, improving how services are delivered and experienced.

· Leadership Opportunities: Lead diverse project streams, influencing organisational change and service excellence.

· Collaborative Environment: Work alongside a passionate team committed to innovation and continuous improvement.

· Professional Growth: Develop your skills in project management, stakeholder engagement, and strategic planning within a forward-thinking organisation.

Main duties of the job

Main duties:

· Lead and manage multiple service development projects aligned with NWAS’s strategic goals.

· Engage effectively with stakeholders at all levels, both internally and externally, demonstrating your communication skills and political astuteness.

· Identify new opportunities for service improvement by gaining a comprehensive understanding of ICC operations

· Be at the forefront of organisational change, making a real difference in the delivery of urgent and emergency care.

Working for our organisation

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.

Detailed job description and main responsibilities

Please ensure you read the attached Job Description and Person Specification before applying.

Location

This post will be based at either Middlebrook (BL6 6PQ) or Estuary Point (L24 8RL) however some travel between all NWAS contact centre sites will be necessary.

If your base is currently Parkway or Broughton, working from these sites remains an option.

Please see below timetable for recruitment campaign

Advert start date: 27/10/2025

Closing date: 13/11/2025

Shortlisting to commence: 18/11/2025

Assessment centre: 27/11/2025 AM

Professional discussions: 27 and 28/11/25

 

Person specification

Skills / Competencies

Essential criteria
  • Excellent interpersonal skills, able to engage with all levels of hierarchy
  • Good verbal and written communication skills including report writing, presentations and system • specifications
  • Ability to work on own or in a group with minimal direct supervision.
  • A flexible and methodical approach to work to meet the needs of the role
  • Excellent IT skills, able to use a wide range of software packages including Visio, PowerPoint, Excel – produce spreadsheets/formulas etc.
  • Excellent organisation skills and team leader skills.
  • Ability to keep accurate and complete records consistent with best practice policies and procedures.
  • Strong analytical and investigative skills
  • Ability to negotiate, persuade and manage conflict
  • Demonstrable compassionate and inclusive leadership.
  • Experience in the application of HR processes.
  • Demonstrable experience of line management responsibilities.

Qualifications and Knowledge

Essential criteria
  • Post graduate level qualification or equivalent experience.
  • PRINCE2 Practitioner qualified.
  • MSP Qualified or equivalent experience
  • Agile Project Management Qualification.

Experience

Essential criteria
  • Senior Management Experience
  • Experience of Programme/Project Management in a 24/7/365 environment.
  • Knowledge of programme and project management including change management, benefit realisation and workforce redesign.
  • Knowledge of programme and project management including change management, benefit realisation and workforce redesign.
  • Experience of policy formation and procedures in relation to Programme Management Offices.
  • Experience of prioritising workload and working to set time parameters
  • Experience of handling confidential information
  • Previous experience in NHS environment.

Employer certification / accreditation badges

Trust IDVeteran AwareApprenticeships logoNo smoking policyAge positiveDisability confident leaderImproving working livesMindful employer.  Being positive about mental health.The Employers Network for Equality & Inclusion (enei) is the UK's leading employer network covering all aspects of equality and inclusion issues in the workplace.Race at WorkDefence Employer Recognition Scheme (ERS) - GoldApprenticeships Top 100 Employers 2024ENEI 2024 Gold

Documents to download

Apply online now

Further details / informal visits contact

Name
Ross Luckie
Job title
ICC Senior Service Development and Business Support Manager
Email address
[email protected]
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