Operations Manager; Remote Integrated Care Service

Operations Manager (Remote Integrated Care Service) - Cwmbran

We are looking to appoint an enthusiastic and highly motivated colleague who will be responsible for the on‑shift management of the Remote Integrated Care Service and line management of a multi‑professional clinical team.

• Manage a national multi‑disciplinary remote assessment as a first‑line manager.
• Deliver a safe and effective service during significant structural change.
• Provide 24/7 operational leadership of a defined area.
• Provide direction and support to nurture and develop staff within your line management.
• Manage the delivery of works, estates, security, and housekeeping at the local site.
• Demonstrate visible leadership in challenging and stressful situations.

Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world‑class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient‑facing role or within our range of support services, the work that you do enables us to provide high‑quality care, wherever and whenever we’re needed. The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters.

We are also keen to break down any barriers into the Trust and would encourage applications from under‑represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups. Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you’re sure to find a career with us which is fulfilling, challenging and rewarding.

• Date posted: 24 December 2025
• Pay scheme:
  Agenda for change
• Band:
  Band 7
• Salary: £48,527 to £55,532 per annum
• Contract:
  
  Permanent
• Working pattern:
  Full‑time
• Reference number: 020-AC140-1225
• Job location:
  
  Vantage Point House, Ty Coch Way, Cwmbran, NP44 7HF
• Seniority level:
  Mid‑Senior level

• 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 communication 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

• Presenting complex, sensitive, or contentious information to internal and external groups
• Clinical qualification, registered nurse or paramedic
• Welsh language skills (levels 1 to
  5) in understanding, speaking, reading and writing in Welsh
• Trust Behaviours and Values

• Relationship management with key stakeholders in Integrated Care and operational settings 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 demanding and fast‑moving environments
• Experience of developing tactical working plans to meet strategic objectives

• Demonstrating role‑model leadership behaviours and adapting styles to match situations and audiences
• Ability to consider, decipher and interpret multiple sources of information in real time to make informed judgements and decisions without reference to others
• Ability to assertively communicate, state and maintain an organisational position to ensure organisational needs are achieved
• Ability to demonstrate mental agility and decisiveness in rapidly changing environments
• Being…