Assistant Director of ICC - Call Taking and Operations
| Posting date: | 20 March 2026 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £76,965 - £88,682 Pro rata, per annum |
| Hours: | Full time |
| Closing date: | 19 April 2026 |
| Location: | Bicester/Otterbourne, OX26 6HR |
| Company: | South Central Ambulance Service NHS Foundation Trust |
| Job type: | Permanent |
| Job reference: | 7888721/195-26-319-TAM |
Summary
A Vacancy at South Central Ambulance Service NHS Foundation Trust.
South Central Ambulance Service (SCAS) is seeking an exceptional leader to take on the pivotal role ofAssistant Director of ICC for Call Taking & Operations. This is a rare and exciting opportunity to shape the strategic direction of our Integrated Contact Centre (ICC), driving the delivery of high‑quality, safe, and responsive services for the communities we serve.
As the senior leader responsible for 999, 111 and future call-handling service lines, you will oversee the operational performance, development, and continuous improvement of our contact centre functions. You will play a critical part in supporting SCAS’s mission to provide outstanding care, every time.
As a senior manager within SCAS, you will provide visible leadership to ensure effective service delivery, drive organisational change, and promote a positive, inclusive, high‑performing culture. You will oversee governance, risk, compliance and operational improvement plans, achieve clinical KPIs, lead investigations, support patient safety reviews, and drive continuous improvement through audit and learning.
You will lead all aspects of people management including recruitment, performance, development, engagement, retention and EDI. Operationally, you will lead across multiple sites and service lines, oversee workforce and KPI performance, ensure safe rotas and training, support planning, produce reports, ensure Civil Contingencies Act compliance, participate in the ICC on‑call rota and deputise when required.
You will manage financial and physical resources, deliver cost improvements, maintain NHS 111/999 quality standards, analyse complex data and oversee clinical audit. You will lead patient experience activity, learning from incidents and complaints, and drive digital innovation across CAD, Adastra, telephony and analytics. You will build strong internal and external partnerships, represent the Trust nationally, champion staff development and lead strategic innovation, digital transformation and major redesign programmes.
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.
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 high‑quality 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 high‑performance, 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 on‑call 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, multi‑agency programmes, and deliver improvements using recognised quality methodologies.
For full details please read Job Description and Person Specification
This advert closes on Sunday 5 Apr 2026
South Central Ambulance Service (SCAS) is seeking an exceptional leader to take on the pivotal role ofAssistant Director of ICC for Call Taking & Operations. This is a rare and exciting opportunity to shape the strategic direction of our Integrated Contact Centre (ICC), driving the delivery of high‑quality, safe, and responsive services for the communities we serve.
As the senior leader responsible for 999, 111 and future call-handling service lines, you will oversee the operational performance, development, and continuous improvement of our contact centre functions. You will play a critical part in supporting SCAS’s mission to provide outstanding care, every time.
As a senior manager within SCAS, you will provide visible leadership to ensure effective service delivery, drive organisational change, and promote a positive, inclusive, high‑performing culture. You will oversee governance, risk, compliance and operational improvement plans, achieve clinical KPIs, lead investigations, support patient safety reviews, and drive continuous improvement through audit and learning.
You will lead all aspects of people management including recruitment, performance, development, engagement, retention and EDI. Operationally, you will lead across multiple sites and service lines, oversee workforce and KPI performance, ensure safe rotas and training, support planning, produce reports, ensure Civil Contingencies Act compliance, participate in the ICC on‑call rota and deputise when required.
You will manage financial and physical resources, deliver cost improvements, maintain NHS 111/999 quality standards, analyse complex data and oversee clinical audit. You will lead patient experience activity, learning from incidents and complaints, and drive digital innovation across CAD, Adastra, telephony and analytics. You will build strong internal and external partnerships, represent the Trust nationally, champion staff development and lead strategic innovation, digital transformation and major redesign programmes.
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.
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 high‑quality 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 high‑performance, 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 on‑call 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, multi‑agency programmes, and deliver improvements using recognised quality methodologies.
For full details please read Job Description and Person Specification
This advert closes on Sunday 5 Apr 2026
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