ICC Resilience ManagerNHS

Job summary

Hours: 37.5 hours per week

Band: 8a (4.5% on call for NILO)

Location: Middlebrook (with the opportunity for home and agile working)

An exciting opportunity has arisen to join the Trust Resilience team working as a Resilience Manager in Integrated Contact Centre (ICC). Reporting to the Head of Contingency Planning, the Resilience Manager will work with other Resilience Managers and Resilience Officers with various areas of focus including Integrated Contact Centres, Business Continuity, Quality Assurance and Improvement, and LRF area cover. They will work within the Contingency Planning Team alongside Special Operations and the Command and Resilience Education Team.

The post holder will be responsible for supporting the Trust to maintain its legislative standards as per the Civil Contingencies Act and NHS England Core Standards. This includes internal planning with departments such as Operations, Integrated Contact Centres, Risk, Estates, and Digital, while linking with external stakeholders to ensure robust and effective processes are in place to support patient and staff safety in complex and major incidents.

Main duties of the job

They will also be responsible for inter-agency liaison and decision making on behalf of NWAS with regards Integrated Emergency Management (IEM) matters such as risk assessment, contingency planning, validation of emergency arrangements and the design and delivery of multi-agency training and exercise. This includes providing specialist advice to statutory and Third Sector organisations in respect of NWAS response arrangements to incidents, multi-agency operations and other events.

As a National Inter-agency Liaison Officer (NILO) the post holder will require a high level of knowledge around the specialist skills sets required, providing specialist tactical and operational advice to NWAS commanders and working with partners. The postholder will be required to lead by example and maintain competencies as laid down in National Occupational Standards. As a NILO the postholder will be part of the Trusts on-call rota.

This is an excellent opportunity for the post holder to be part of a team of multiskilled staff working in a varied EPRR environment across the regional footprint of the North West Ambulance Service.

Job description

Please ensure that you have read and understood the job description and person specification before applying.

Assessment centre/professional discussion W/C 21st September2026

About us

North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.

Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.

Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.

We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.