Assistant Director of ICC - Call Taking and Operations
| Posting date: | 20 March 2026 |
|---|---|
| Salary: | £76,965.00 to £88,682.00 per year |
| Additional salary information: | £76965.00 - £88682.00 a year |
| Hours: | Full time |
| Closing date: | 05 April 2026 |
| Location: | Bicester/Otterbourne, OX26 6HR |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9195-26-0174 |
Summary
Accountable for delivering annual operational improvement plans aligned to Trust objectives and ensuring effective governance, risk management, and compliance across call handling services. Provide oversight of service delivery, maintain high corporate and clinical governance standards, ensure policy adherence, and achieve clinical KPIs. Produce highquality investigations, contribute to PSIRF reviews, support inquests, analyse incidents, implement learning, and drive patient safety improvements through audit, trend monitoring and action planning. Maintain outcome and audit programmes to demonstrate effectiveness. Lead all aspects of people management including recruitment, performance, development, engagement, retention, and promoting equality, diversity and inclusion. Foster a highperformance, empowered culture, identify learning needs, and support coaching-led improvement. Provide senior operational leadership across sites and service lines, oversee KPI and workforce performance, ensure effective rotas, wellbeing and recruitment planning, produce reports, support annual planning, participate in ICC oncall rota, ensure Civil Contingencies Act compliance, and deputise when required. Manage finance and resources, deliver cost improvement programmes, and ensure budget controls. Ensure NHS 111/999, safeguarding, IG and licensing compliance, analyse complex information, and oversee audit and clinical outcome frameworks. Lead patient and customer experience reviews and learning. Drive digital innovation across CAD, Adastra, telephony and analytics, ensuring system compliance. Build strong relationships with NHS England, ICBs, partners and represent the Trust externally. Champion continuous learning, oversee training and appraisal frameworks, maintain own professional development, and uphold Trust values. Lead strategic change, digital transformation, virtualisation, service redesign, multiagency programmes, and deliver improvements using recognised quality methodologies. For full details please read Job Description and Person Specification