Operations Manager; Remote Integrated Care Service - Ty Elwy

Overview

Job Summary

Operations Manager - Workflow & Co-ordination. Working as part of the Operational Delivery Unit, responsible for the on-shift co-ordination of remote clinical assessment functions across Wales. The role requires enthusiasm, motivation and leadership during a period of significant service change.

The ability to speak Welsh is desirable;
Welsh and/or English speakers are equally welcome to apply.

#Remarkable People

Welsh Ambulance NHS Trust employs over 4,000 remarkable people delivering world-class patient care across Wales, 24 hours a day, 365 days a year. The Trust values diversity and inclusivity and invites applications from under-represented groups including Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups. Careers span the Welsh Ambulance NHS Trust with opportunities across the service.

Salary notes: in line with the Trust's Starting Salary Procedure, applicants start at the bottom of the band for the position but may apply for a higher salary if they have relevant prior experience.

Date posted 26 January 2026

Pay scheme Agenda for change

Band Band 7

Salary £48,527 to £55,532 a year per annum

Contract Permanent

Working pattern Full-time

Reference number 020-AC010-0126

Job locations Ty Elwy, Richard Davies Road, St Asaph, LL17 0LJ

Job responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac. The principal role is the 24/7 operational leadership of a defined area, working collaboratively with their Clinical Manager. The post holder provides direction and support, nurturing and development to staff within their line management and manages the delivery of works, estates, security and housekeeping at the local site.

Essential

Qualifications and Knowledge

• A degree level of education, or equivalent demonstrable experience
• Highly specialist knowledge of managing a contact centre
• ILM Level 4 in Leadership and Management and willingness to undertake ILM 5 within an agreed timeframe
• Prioritising conflicting demands and often unpredictable work patterns
• Ability to demonstrate visible leadership in challenging and stressful situations
• Investigation and report writing skills
• Demonstrating continuous personal development including leadership and change management
• Effective and sensitive communications skills
• Ability to adapt tactical actions into operational delivery
• Organisational Operational Commander course acquired and updated within 3 years
• Detailed knowledge and experience of managing capacity, demand and activity
• Experience of budget management

Desirable

• Presenting complex, sensitive, or contentious information to internal and external groups
• Clinical Qualification, Registered Nurse or Paramedic

Experience

• Relationship management with key stakeholders in Integrated Care and operational setting to support corporate aims and objectives
• Experience of managing and influencing people
• Experience of working with a diverse range of stakeholders
• Experience of leadership of high performing teams
• Experience in undertaking investigations
• Experience of working in a demanding and fast-moving environments
• Experience of developing tactical working plan to meet strategic objectives

Desirable

• Persuading, influencing, and negotiating with staff in time-critical circumstances
• Welsh Language Skills desirable at levels 1 to 5
• Trust Behaviours and Values

• Demonstrating role model leadership behaviours and adapting styles to match situations and audiences
• Ability to interpret multiple sources of information in real time to make informed judgments
• Assertive communication to maintain organisational needs
• Mental agility and decisiveness in rapidly changing environments
• Accountability for results and actions and holding others to account
• Leadership during intense operational pressure, critical incidents, and distressing emotional circumstances
• Effective written and oral communication, adaptable to audiences and situations
• Building and maintaining relationships with internal and external stakeholders
• A drive to achieve and lead a team to be successful and engaged
• Diplomatic, confidential, and assertive
• Willingness to take personal responsibility and support staff emotional well-being
• Ability to persuade and influence

Desirable

• Welsh language skills
• Trust Behaviours and Values

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires Disclosure to the Disclosure and Barring Service (DBS).

Certificate of Sponsorship
Applications from job seekers who require Skilled Worker sponsorship are welcome and will be considered. For details visit UK Visas and Immigration. Guidance on overseas criminal records checks is available via the linked resources.

Employer details
Welsh Ambulance NHS Trust
Ty Elwy, Richard Davies Road, St Asaph, LL17 0LJ

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