Performance Delivery Manager – Call Taking (ICC)
Job description
Job overview
Internal Job Opportunity: Performance Delivery Manager – Call Taking (ICC)
Band 8a | Full-time / Part-time / Flexible Working Available
Location: Integrated Contact Centre (ICC) – Northern House/Southern House/Partis House. Ability to travel to all.
Are you ready to take on a pivotal leadership role that shapes the performance, culture and impact of our call handling teams across SCAS? We’re looking for an inspiring and forward‑thinking Performance Delivery Manager – Call Taking (ICC) to join our Integrated Contact Centre and help drive the highest standards of patient care, operational excellence, and team performance.
This is a fantastic opportunity for someone who thrives in a dynamic environment, enjoys solving complex operational challenges, and is passionate about creating the best possible experience for both our staff and the communities we serve.
Main duties of the job
What You’ll Be Doing
• Lead the tactical day‑to‑day performance of call handling across 111 and lead on developing the same performance based framework in 999.
• Champion high‑quality patient care through robust performance improvement, governance and compliance.
• Manage, motivate, and develop Performance Team Leaders and support call handling service managers.
• Use data-driven insights to optimise resource utilisation and deliver key KPIs.
• Bring teams together, strengthening collaboration across Training, Quality, IT, Planning, Governance and Operational leadership.
• Drive innovation, embrace new technology, and support continuous improvement across ICC services.
• Represent the call handling function with confidence, clarity and professionalism across internal and external forums.
Working for our organisation
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.
Detailed job description and main responsibilities
What You’ll Bring
• Experience managing or supervising call handling operations.
• Understanding of contact centre performance metrics and improvement methodologies.
• Strong leadership, communication and analytical skills.
• Commitment to SCAS values.
• NHS Pathways licence (current or previously held).
Why Join Us?
• Shape the future of call handling performance across SCAS.
• Lead talented teams in a supportive environment.
• Influence improvements that directly impact patient outcomes.
• Drive innovation and support service transformation.
• Pursue personal and professional development.
Person specification
Qualifications
- Degree or equivalent professional qualification
- Must hold a current NHS Pathways licence or have previously held a licence and/or completed NHS Pathways training
- Post graduate qualification at masters level or equivalent experience.
Knowledge
- Experience in managing or supervising call handling operations within a healthcare or emergency services setting.
- Strong understanding of contact centre performance metrics and improvement methodologies
Skills
- Excellent analytical skills and ability to interpret complex data.
- Effective communication and leadership skills.
- Proficiency in using contact centre systems and reporting tools.
We understand that some applicants may choose to use AI tools to assist with completing their application. While this is not against our guidelines, it’s important that your application remains an accurate and honest reflection of your own skills, experience, and achievements. Please ensure that any content generated or supported by AI truly represents you and your capabilities, as this will form the basis of our assessment throughout the recruitment process.
We actively welcome job applications from candidates who have a disability or who are members of the BAME, LGBTQ+ and Armed Forces community (including: Reservists, Veterans, Spouses and Cadets). Here at SCAS we are proud to have a workforce that reflects the diverse community we serve. Applicants who have a disability or are members of the armed forces community who meet the minimum shortlisting criteria for their post of interest will be invited for an interview and/or assessment (where applicable).
Please be assured that any requests for reasonable adjustments will not negatively affect your application.
As well as standard NHS benefits like generous holiday entitlement and an excellent pension scheme, we offer lots of extras for our staff.
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