The opportunity

Role of the Integrated Contact Centre Director  

The Trust is looking for a dynamic and motivated individual to lead its Contact Centre function, with corporate responsibility for all the Trust Contact Centres and leading on the integrated response model of 999, 111 and non-emergency patient transfer functions. This pivotal role will provide senior leadership for the delivery of operational, workforce and financial performance of the Trust’s Contact Centres, and will assume responsibility for the achievement and maintenance of its key performance targets.

This is a truly rewarding role where you and your teams’ contributions will drive change and actively shape the organisation’s strategy, working collaboratively with regulators, NHS partners within our Integrated Care Systems, and our communities. You will build strong relationships to deliver innovative solutions to the evolving needs of diverse patients. transforming our services to improve patient outcomes, with a focus on addressing health inequalities.

We are looking for a senior leader, with an extensive record of accomplishment and experience in contact centre leadership or within the wider NHS. The successful candidate will demonstrate compassionate and inclusive leadership and will maximise employee engagement to build a positive workforce committed to improving patient outcomes. Strong strategic thinking and relationship-building skills—both internally and externally—are essential to meet the complex demands of emergency, social, and healthcare services.