Job summary
South Central Ambulance Service is seeking an exceptional, forward-thinking leader for the role of Assistant Director of ICC - Clinical Operations, a key post within our Integrated Contact Centre and Integrated Urgent Care services. This senior role holds strategic and operational responsibility for safe, effective and high-quality clinical triage across all call centre functions, ensuring patients receive timely and clinically appropriate care supported by strong pathways and governance.
You will drive innovation in urgent and emergency care, championing digital transformation, integrated care models and new ways of working that strengthen service resilience and align with national priorities. As a senior manager, you will inspire teams, promote a positive culture, and lead organisational change, ensuring clinical staff are engaged, motivated and empowered.
Operating with autonomy, you will make high-level decisions that shape divisional strategy and support Trust ambitions. You will also deputise for the Director of ICC, providing senior leadership at Trust-wide level and representing SCAS across internal and external forums.
This is an exciting opportunity for an experienced clinical leader passionate about service improvement, clinical excellence and integrated urgent and emergency care.
Main duties of the job
The post holder provides autonomous senior leadership, shaping divisional strategy, supporting annual planning and deputising for the Director of ICC. They ensure strong clinical governance, effective operational systems, risk mitigation, policy compliance and follow-up of patient safety actions. They lead clinical and contact centre teams, oversee investigations, audits and quality improvement, ensure Coroner's court readiness, meet performance targets and apply national regulatory frameworks.
They work closely with ICC leaders, support business continuity, drive clinical improvement, produce complex performance reports and participate in the ICC on-call rota. They hold full line management responsibility, including recruitment, performance management, development and promoting equality, diversity and inclusion. They manage financial resources, contribute to cost-improvement plans and control budgets.
They analyse complex information to make high-risk decisions, lead clinical audit and outcome programmes, ensure secure records, collaborate with commissioners, regulators and partners, represent the Trust regionally and nationally, and lead cultural, operational and contact centre transformation using recognised Quality Improvement methods.
About us
Benefits we offer:
- Full training and a range of courses which you can book locally.
- Holiday entitlement of 27 days, rising to 29 days after 5 years' service and 33 days after 10 years' service, plus an additional 8 days bank holiday (pro rata for part time).
- Automatic enrolment into the NHS Pension Scheme.
- Access to continual professional development within SCAS and the wider NHS.
- Occupational Health support and direct access to our Employee Assistance Programme as well as our own Health and Wellbeing Team.
- NHS Discounts in over 200 + stores saving money on holidays, days out, car insurance, restaurants, clothing and much more.
- Ability to join our staff networking groups (as a member, ally or just for interest).
Corporate Induction
It's really important for us to ensure you have the best onboarding experience which allows you to feel a sense of belonging from the start. To help with this, we will book your Corporate Induction as soon as we possibly can (depending on availability).
All new starters need to attend our *Corporate Induction in person, this is held over one and half days from our educational centres based in: Newbury (Berkshire), Bicester (Oxfordshire) or Whiteley (Hampshire). More specific details will be sent to you once your start date has been confirmed.
*Please note - depending on your role additional training may be required following on from your corporate induction.
Job description
Job responsibilities
Responsible for ensuring robust clinical governance frameworks and supporting the Director of ICC in annual planning based on clear understanding of demand and capacity. Provide service oversight, ensuring effective operational systems that promote devolved accountability. Accountable for full line management of direct reports, including recruitment, performance management and staff development in line with Trust policies, and leading HR processes such as setting objectives, appraisals and personal development plans.
Work with the finance business partner to ensure strong financial management and contribute to costimprovement programmes that deliver efficiencies while maintaining safe, effective patient care. Analyse highly complex information, including conflicting expert views and performance data, making critical decisions in highrisk or ambiguous situations while balancing operational, clinical and financial priorities.
Build strong relationships with commissioning bodies, regulators, system partners and patient groups. Collaborate with clinical leads, digital teams and operational managers to ensure integrated service delivery. Lead implementation of the strategic vision for clinical Contact Centre operations, driving virtualisation to enable earliestpoint access to appropriate care. Maintain and develop professional skills and behaviours to meet current and future job requirements and support Trust learning needs.
For full details, please read the Job Description and Person Specification.
Job description
Job responsibilities
Responsible for ensuring robust clinical governance frameworks and supporting the Director of ICC in annual planning based on clear understanding of demand and capacity. Provide service oversight, ensuring effective operational systems that promote devolved accountability. Accountable for full line management of direct reports, including recruitment, performance management and staff development in line with Trust policies, and leading HR processes such as setting objectives, appraisals and personal development plans.
Work with the finance business partner to ensure strong financial management and contribute to costimprovement programmes that deliver efficiencies while maintaining safe, effective patient care. Analyse highly complex information, including conflicting expert views and performance data, making critical decisions in highrisk or ambiguous situations while balancing operational, clinical and financial priorities.
Build strong relationships with commissioning bodies, regulators, system partners and patient groups. Collaborate with clinical leads, digital teams and operational managers to ensure integrated service delivery. Lead implementation of the strategic vision for clinical Contact Centre operations, driving virtualisation to enable earliestpoint access to appropriate care. Maintain and develop professional skills and behaviours to meet current and future job requirements and support Trust learning needs.
For full details, please read the Job Description and Person Specification.
Person Specification
Qualifications
Essential
- Registered healthcare professional (e.g., paramedic, nurse) with current registration.
- Educated to MSc/MA level in a clinical, leadership or business-related discipline or equivalent experience working at commensurate band / level
- Evidence of on-going professional development.
- Quality Improvement training and experience e.g. LEAN Six Sigma, IHI or QSIR
- Must hold a current NHS Pathways licence or have previously held a licence and/or completed NHS Pathways training.
Knowledge
Essential
- Extensive experience in a senior clinical or operational leadership role.
- Proven track record of strategic service development and transformation.
- Experience of managing large teams and complex projects.
- Experience of influencing policy and decision-making at a senior level.
- Experience of working across organisational boundaries
Skills
Essential
- Inspirational leadership and excellent communication skills.
- Strong analytical and decision-making abilities
- Expertise in telephony systems, clinical triage, workforce management, and service redesign.
- Ability to work collaboratively across organisational and system boundaries.
- Committed to continuous improvement and professional development.
- Professional, approachable, and values-driven.
Person Specification
Qualifications
Essential
- Registered healthcare professional (e.g., paramedic, nurse) with current registration.
- Educated to MSc/MA level in a clinical, leadership or business-related discipline or equivalent experience working at commensurate band / level
- Evidence of on-going professional development.
- Quality Improvement training and experience e.g. LEAN Six Sigma, IHI or QSIR
- Must hold a current NHS Pathways licence or have previously held a licence and/or completed NHS Pathways training.
Knowledge
Essential
- Extensive experience in a senior clinical or operational leadership role.
- Proven track record of strategic service development and transformation.
- Experience of managing large teams and complex projects.
- Experience of influencing policy and decision-making at a senior level.
- Experience of working across organisational boundaries
Skills
Essential
- Inspirational leadership and excellent communication skills.
- Strong analytical and decision-making abilities
- Expertise in telephony systems, clinical triage, workforce management, and service redesign.
- Ability to work collaboratively across organisational and system boundaries.
- Committed to continuous improvement and professional development.
- Professional, approachable, and values-driven.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
