Incident Response Desk Dispatch Lead
At a glance
- Band
- Band 6
- Contract
- Permanent
- Pattern
- Full-time
- Posted
- 15/09/2026
- Closes
- 29/09/2026
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Role summary
This is an exciting opportunity for a Band 6 Incident Response Desk Dispatch Lead based in Broughton. The role involves deploying clinical and specialist operational assets, including commanders, to incidents requiring multiple resources, up to critical and Major Incidents. You will work within a team including Advanced Practitioners and HEMS clinicians, and will be responsible for managing dispatchers, overseeing rotas, and ensuring shift coverage. The position requires strong communication skills and dispatch experience, with bespoke training provided.
Essential criteria
- Comprehensive knowledge of Microsoft packages including Outlook, Word, Excel and Power Point.
- Able to lead, develop and motivate a diverse team working across all levels whilst being assertive, persuasive, and influential.
- Have advanced negotiating and influencing skills.
- Able to make sense of complex and conflicting priorities.
- Professional attitude to work and the need for change to improve service delivery.
- Excellent listening skills.
- Be able to communicate effectively, both verbally and in writing, with all levels internally and externally to the service.
- Counselling skills.
- Demonstrable experience of line management responsibilities.
- Be able to work on own initiative for protracted periods and manage own time.
- Ability to understand people and make appropriate judgements with regard to people issues.
- Experience and understanding of investigations and the understanding of governance process.
- Planning and organisation skills
- Ability to multi-task and prioritise effectively
- Ability to make dynamic decisions under pressure.
- Strong work ethic.
- Self-disciplined and motivated to improve patient care.
- Able to demonstrate the ability to provide and receive complex information.
- Qualifications and Knowledge
- 5 X GCSE grade 4-9 in English Literature or Language and in Mathematics or equivalent qualifications and educated to A Level.
- Knowledge of dispatch processes.
- Knowledge of wider Health Economy and Ambulance Response Programme standards.
- Commander and JESIP training attended.
- NWAS managerial courses.
- Experience in the application of HR processes.
- Knowledge of performance management, information and reporting systems, staff management and change management.
- Previous experience within a contact centre environment.
- Experience of undertaking the 999 Dispatch ADL role
- A working knowledge of ICC operational procedures.
- 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.
- Values and Behaviour
- Working together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable
- Being at our best - professional and adaptable and takes pride in work
- Making a difference - act with compassion, kindness and integrity towards everyone
- Maintain confidentiality
- Have own transport and be able to travel to other sites as required
- Skills and competencies
- Comprehensive knowledge of Microsoft packages including Outlook, Word, Excel and Power Point.
- Able to lead, develop and motivate a diverse team working across all levels whilst being assertive, persuasive, and influential.
- Have advanced negotiating and influencing skills.
- Able to make sense of complex and conflicting priorities.
- Professional attitude to work and the need for change to improve service delivery.
- Excellent listening skills.
- Be able to communicate effectively, both verbally and in writing, with all levels internally and externally to the service.
- Counselling skills.
- Demonstrable experience of line management responsibilities.
- Be able to work on own initiative for protracted periods and manage own time.
- Ability to understand people and make appropriate judgements with regard to people issues.
- Experience and understanding of investigations and the understanding of governance process.
- Planning and organisation skills
- Ability to multi-task and prioritise effectively
- Ability to make dynamic decisions under pressure.
- Strong work ethic.
- Self-disciplined and motivated to improve patient care.
- Able to demonstrate the ability to provide and receive complex information.
- Qualifications and Knowledge
- 5 X GCSE grade 4-9 in English Literature or Language and in Mathematics or equivalent qualifications and educated to A Level.
- Knowledge of dispatch processes
Useful to know
Agenda for Change 2024/25 pays Band 6 at £37,338 – £44,962 a year, across England.
This advert: £39,959 – £48,117 — outside the standard scale; check for HCAS/London weighting.
Posted 1d ago · Closes in 14d
Plenty of time to prepare a strong application.
Full advert · preview
North West Ambulance Service NHS Trust
Incident Response Desk Dispatch Lead
The closing date is 29 September 2026
Job summary
An exciting opportunity has arisen to apply for six new positions as a Band 6 Incident Response Desk Dispatch Lead operating out of Broughton.
The successful candidates will be responsible for the deployment of clinical, specialist operational assets and commanders to respond to incidents that require multiple resources to be deployed right up to critical and Major Incidents. You will be working as part of a team that includes Advanced Practitioners, HEMS trained clinicians as well as dispatchers.
Main duties of the job
Using the JESIP principles you will liaise with external emergency and NHS partners, maintaining up to date communications with operational and on scene commanders and clinicians, before cascading that information internally to the ROCC and the Duty Dispatch Leads. This will be a critical task so having dispatch experience and disciplined voice communications is essential.
You will be managed by the ROCC Tactical Commanders and will be required to manage dispatchers on a day to day basis and oversee breaks and the management of rotas, ensuring shifts are covered by trained personnel.
The successful applicants will receive a bespoke training package prior to starting their first shift and will be required to attend co
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