Control Room Team Leader

1 week ago


Shrewsbury, Shropshire, United Kingdom EMED Group Full time
We have a fantastic opportunity for an Out of Hours Team Leader to join our team based in Shrewsbury.

Role Responsibilities


The role of the OOH Team Leader is to closely monitor all control activities and contract performance throughout the course of the night, ensuring that there is an effective service across all contracts, including liaising and supporting Leeds OOH where required.


In this role, you will be responsible for monitoring and managing call demand, identifying issues, and dealing with and where appropriate, escalating any expected challenges or risks ahead of any issues arising.

You will act as a point of escalation for service queries and concerns and look to resolve to prevent further escalation and complaints.

A key responsibility of the OOH Team Leader is line management to all OOH Controllers.

You will be supporting them to ensure the successful completion of their role including HR management, ensuring they have a full understanding of the expectations and KPIs for all contracts, Cleric training and support and promoting site standards.


Person Specification

  • Strong organisational, analytical and problemsolving skills with proven ability to multitask and prioritise your workload, as required.
  • Meticulous attention to detail.
  • Confident using Microsoft packages
  • Excel, Work, Outlook etc.
  • Experience of working in a control room, preferably OOH.
  • Excellent written and verbal communication skills with proven ability to engage at all levels within organisation.
  • Familiar with working towards targets and KPIs
  • Sociable, approachable and people focused.

Our Values


Collaborative - we work as one team with a shared purpose to meet the needs of our patients, passengers, colleagues, customers, communities, and the planet.

Agile - We listen, learn and adapt to improve the business, each other, and ourselves.

Reliable - We do what we say we will do, we take responsibility and we behave with integrity.

Empowered - We are confident and committed to taking responsibility to deliver the highest quality service.

About Us


The exciting merger of ERS Medical and E-Zec Medical has enabled us to rebrand, therefore as a combined business we are now known as EMED Group.

We are the largest Patient Transport and Care Partner to the NHS with more than 2,500 colleagues across 50 depots.

Our ambition is to continue developing transport services that improve the health and wellbeing for people across our local communities by providing transport that supports patient care, community support, secure mental health and medical courier services.


EMED Group are committed to providing equal opportunities and we endeavour to provide an inclusive and safe working culture for all.



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