Director of Integrated Contact Centres
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- Employer:
- North West Ambulance Service NHS Trust
- Location:
- North West
- Salary:
- VSM - Attractive Salary
- Closing date:
- 9am Monday 13th April 2026
- Job Ref:
- GSe130701
Description
About us
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.
The opportunity
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.
To learn more about us and this exceptional role, please visit our dedicated microsite. For a confidential discussion, and details of how to apply, please contact our search partners Laura Cubillo-Aparicio or Emily Smith, at Gatenby Sanderson Emily.smith@gatenbysanderson.com or Laura.Cubillo-Aparicio@gatenbysanderson.com
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How to Apply
- Please submit an up to date copy of your CV, along with a Supporting Statement that addresses the criteria set out in the person specification, using examples to demonstrate how you meet the essential requirements.
- Detail any employment or education gaps.
- You should provide the names, positions, organisations, and contact details for your referees, which must be your line managers and include your current and most recent employer. The referees should cover at least two roles as the minimum. Please note, should you be appointed, you will be required to provide references covering your last 6 years of employment as per the new NHS Fit and Proper Person regulations. Where there have been gaps in employment, this six year period will be extended accordingly. Referees will only be contacted for those proceeding to the final stage - we will always gain your permission before we contact referees.
- Let us know any difficulty you may have with the indicative timetable.
- Check that your contact details are correct before you submit.
Once you have submitted your application, you will receive an automated email to confirm that you have applied. If you do not receive this email, please make contact with GatenbySanderson.