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EOC Operational Service Delivery Manager - Call Handling

Yorkshire Ambulance Service NHS Trust
£50,952 to £57,349 Per annum
Closing date
23 Jul 2024

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Other Health Profession
Band 8A
Contract Type
Full Time
Exciting New Role in the Emergency Operations Centre (EOC)

We are looking for someone to be responsible for providing senior leadership in the EOC, someone who can nurture a culture of openness which supports individuals to deliver a high quality service for patients in Yorkshire and Humber.

This individual needs to be able to inspire, motivate and engage staff to ensure the delivery of the key performance indicators (KPIs) for the service, ensuring effective and efficient quality of care is provided 24 x 7 x 365.

You will ensure effective workforce management is in place, which will be underpinned by Call Centre Industry best practice i.e. 'capacity planning cycle where you will continually review the staffing numbers, budget, recruitment and training plans to ensure capacity matches patient demand

Main duties of the job

  • As Operational Service Delivery Manager - Call Handling you will be responsible for providing senior leadership in the EOC, nurturing a culture of openness which supports individuals to delivery a high quality service for patients in Yorkshire and Humber.
  • You will be responsible for the call handling resources within the centres ensuring there is sufficient staff, clinical support, equipment, training and development within a working environment that is conducive to effective operational delivery.
  • You will ensure effective workforce management is in place working closely with the Development, Implementation & Improvement Manager.
  • Holistically performance focused across the Care Quality Commission (CQC) domains, the Trusts own strategy and NHS England guidance you will inspire, motivate and engage staff to ensure the delivery of the key performance indicators (KPI's) for the service ensuring effective and efficient quality of care is provided 24/7, every day of the year.
  • You will provide leadership across the virtual service, within the centres and to the Call Handling Duty Managers and Team Leaders working closely with other call centre managers to interpret national guidance, ensure consistency in approach, sharing of best practice and continuous improvement.
  • Make judgements on the day to day and longer term management of complex call centres ensuring staff are utilised effectively to maintain safe services and to meet patient need.

About us

Yorkshire Ambulance Service (YAS) NHS Trust geographically covers nearly 6,000 square miles of varied terrain, from isolated moors and dales to urban areas, coastline and inner cities.We serve a population of over five million people across Yorkshire and the Humber and strive to ensure that patients receive the right response to their care needs as quickly as possible, wherever they live.We employ more than 7,100 staff, who together with over 1,300 volunteers, enable us to provide a vital 24-hour, seven-days-a-week, emergency and healthcare service.Our ambition is to be an employer of choice, and we are continuously working across our partnership to improve our collective offer to staff in areas like health and wellbeing, benefits and flexible working incl. hybrid working.Benefits:o Flexible working including part-time hours, job shares and flexible hours, agile working (role dependant)o 27 days annual leave, increasing to 33 with service.o Sell annual leave scheme.o Contributory Pension.o NHS Discounts including shops, restaurants, gyms etc.o Car lease and other salary sacrifice schemes.o Dedicated employee assistance and counselling service.o Opportunities for research participation, career progression and ongoing development.o Well respected, committed and supported staff networks for our workforce.

Check out our YAS One Team Simulation!

Job description

Job responsibilities

Please ensure you read and understand the attached Job Description, Person Specification and Job Risk Profile to self-assess your suitability before completing your application.

Completion of the Supporting Information section within your application is essential and include all relevant experience, knowledge and role related qualities to support your application.

Person Specification



  • Call Centre Management including workforce and capacity management and resource allocation
  • Proven leadership and team management skills with the ability to set clear standards, empower and delegate
  • Developed communication skills, effective engagement, relationship management, consulting and influencing skills, including report writing skills, presentations and verbal communication.
  • Understands the concepts of negotiation, and can apply tactics to negotiations in order to achieve satisfactory outcomes. Able to distinguish between short term efficiency and longer term effectiveness, the need to deliver and the need to develop
  • Business Intelligence and analytical skills to use a range of management information to support decision making, including budget information, root cause analysis and problem solving techniques



  • Knowledge of performance management frameworks
  • Call Centre Management qualification or equivalent knowledge in call centre management



  • Extensive knowledge of call centre environments with a track record of achievement in operational delivery through planning and resource allocations skills
  • Senior leadership and management experience within a multi-site, 24 x 7 call centre operation
  • Experience of developing and managing a performance framework covering a range of call centre metrics to ensure key performance indicators are met and staff within the service contribute to these targets
  • Leading on developing major change programmes to improve service performance and staff wellbeing within the call centres
  • Proven organisational skills with evidence of dealing with competing priorities simultaneously, to meet required timescales within available resources
  • Experience of business planning, objective setting and performance management experience
  • Professional Planning experience within call centres with knowledge of capacity planning cycle

Employer details

Employer name

Yorkshire Ambulance Service NHS Trust


Yorkshire EOC's (Wakefield & York)

Springhill 2 , Brindley Way



Any attachments will be accessible after you click to apply.


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