ICC Dispatch Duty Lead
At a glance
- Band
- Band 7
- Contract
- Permanent
- Pattern
- Full-time
- Posted
- 04/09/2026
- Closes
- 18/09/2026
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Role summary
This role is for a highly motivated ICC Dispatch Duty Lead responsible for supervising, leading, and coaching a regional dispatch team. The successful candidate will oversee resource utilisation, ensure performance standards are met, and manage communications during major incidents. It requires strong leadership, planning, and communication skills to contribute to the strategic direction of the Integrated Contact Centre.
Key responsibilities
- Supervise, lead, support and coach the regional dispatch team.
- Have oversight of the management of regional utilisation of staff and resources to meet demand.
- Plan to meet and exceed internal, national and contractual performance standards.
- Be responsible for all communication during a major or large-scale incident.
- Monitor dispatch team KPIs in conjunction with the Dispatch Managers and agree objectives and development.
- Oversee and contribute to the planning and delivery of all dispatch training requirements.
Essential criteria
- Comprehensive knowledge of Microsoft packages including Outlook, Word, Excel and Power Point
- Professional attitude to work and the drive to improve service delivery.
- Counselling skills.
- Demonstrable compassionate and inclusive leadership
- Demonstrable experience of line management responsibilities.
- Ability to work on own initiative for protracted periods and manage own time.
- Strong work ethic
- Ability to make dynamic decisions whilst under pressure
- Self-disciplined and motivated to improve patient care
- Experience and understanding of investigations and the understanding of governance process.
- Strong analytic, and critical reasoning skills involving highly complex facts or situations and capable of effective analysis, interpretation, and comparisons of a range of options.
- Able to demonstrate the ability to provide and receive highly complex information where there are significant barriers to acceptance.
- Ability to communicate effectively in situations where it is considered sensitive or highly contentious.
- Effective, adaptable and influential and able to persuade others with personal conviction and facts
- Ability to lead, develop and motivate a diverse team whilst being assertive, persuasive and influential.
- Have highly developed negotiating and influencing skills.
- Able to make sense of complex and conflicting priorities.
- Have own transport and be able to travel to other sites as required.
- Educated to degree level or have equivalent experience in healthcare management.
- Coaching and mentoring qualification - CMI Level 5 (or working towards)
- Understanding of dispatch processes.
- Knowledge of NEPTS contracts and Ambulance Response Programme standards
- Commander and JESIP training attended
- NWAS managerial courses.
- Considerable experience in the application of HR processes
- In-depth knowledge across a number of disciplines including performance management, information and reporting systems, staff management and change management.
- Previous management/supervisory experience within a contact centre environment.
- Experience of working in a multi-disciplinary team.
- Experience of dealing with sensitive and/or complex information.
- Able to demonstrate experience of leading and managing a diverse range of staff employed in the provision of patient services.
- Have business planning, objective setting and performance management experience. Able to implement medium/long term and tactical plans which contribute to strategic plans.
- Working together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable.
- Being at our best - be professional and adaptable and take pride in work.
- Making a difference - act with compassion, kindness and integrity towards everyone.
- Maintain confidentiality.
- Be smart and presentable.
Useful to know
Agenda for Change 2024/25 pays Band 7 at £46,148 – £52,809 a year, across England.
This advert: £49,387 – £56,515 — outside the standard scale; check for HCAS/London weighting.
Posted 3d ago · Closes in 12d
Plenty of time to prepare a strong application.
Full advert · preview
North West Ambulance Service NHS Trust
ICC Dispatch Duty Lead
The closing date is 18 September 2026
Job summary
We are looking for a highly motivated individual with an evidenced knowledge of Integrated Contact Centres and experience of:
- Leading, managing, coaching a team.
- Effective utilisation of resources, to meet the changing demands of the service and meet national standards
- Leadership, planning and effective communication
Are you a highly organised and excellent communicator with the ability to lead and deliver change?
Are you highly motivated and inspirational with a proven ability to meet the challenge of the role.
Do you aspire to contribute to the current and future strategic direction of ICC and the wider organisation?
Main duties of the job
Role of the Duty Dispatch Lead
- Supervise, lead, support and coach the regional dispatch team
- Have oversight of the management of regional utilisation of staff and resources to meet demand
- Plan to meet and exceed internal, national and contractual performance standards
- Provide a virtual managerial presence across the regional dispatch sites
- Take direct responsibility for all performance areas, analysing activity and implementing improvements
- Use autonomy to make decisions outside of agreed parameters, providing justification
- Be responsible for all communication during a major or la
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