CCO Operations Manager

1 week ago

StokeonTrent, Stoke-on-Trent, United Kingdom EMED Group Full time

We have a fantastic opportunity for an CCO Operations Manager to join our team in Staffordshire.

The purpose of the CCO Operations Manager is to provide Leadership to the Control Centre function within Staffordshire. Oversee dispatch, management of escalation and real time supervision of all operational resources in the busy call centre and despatch office. Deliver continuous improvement in performance, efficiency of resource allocation and Business profitability through techniques including individual performance management. To have an excellent understanding of the NEPTS contract and excellent communication skills both internally and with external stakeholders.

Main Duties and Responsibilities

Oversee the Day control function and prevent waits that would Breach Contracted standards. To be the main point of contact for on-day escalated issues. To have a working knowledge of patient eligibility criteria and Patient Transport Services. Undertake general clerical duties including but not exclusive checking booking lists, data input, completing ad-hoc forms/invoices, as necessary. Provide feedback and guidance to booking advisors where issues are identified on an ad-hoc basis and liaise with the Dispatch Team for any recurring issues and to work with the team on actions plans to put corrective actions in place. Ensure timely, consistent, and appropriate communication with Hospital staff and patients with regards to a delay in service and provide evidence of notification. Have a good working knowledge of the vehicle tracking system and patient transport software (Cleric) following induction training. Liaise with the transport and operational teams as and when required to make adjustments to the schedule as and when issues are identified to ensure minimized impact on the patient experience. Manage individual and collective performance including 12 monthly performance and development reviews for the Contact centre team. Maintain patient flow across all control areas through effective liaison with colleagues and hospital staff and prompt resolution of urgent problems and appropriate responses to unplanned events. Have an awareness and comply with all business policy and procedure. Maintain an open participative style of working practices consistent with the provision of an effective and professional service. Support the business and the roles of other team members, assisting in the completion of their duties as and when required. Provide a flexible, co-operative role covering for the absence of colleagues and the demands of the department. This may require working at other locations and some weekends and bank holidays, on a rota basis. Liaise with the Operational Managers to ensure the effective and efficient use of resources and for the resolution of problems. Utilise, to maximum effect, telecommunications, and IT equipment, within the call centre environment, ensuring any defects or malfunctions or equipment are reported. Ensure appropriate liaison with other agencies such as GP's, Nursing Homes, Hospital Clinics and Wards regarding booking issues when required. Ensure compliance with patient care and safety protocols and guidelines. Maintain a high standard of housekeeping and cleanliness in all work areas. Contribute to projects and initiatives aimed at improving patient care and service delivery and improved productivity. To participate in on-call arrangements and out of hours attendance at incidents.

The above is not intended to provide an exhaustive list of duties, but to indicate the main areas of responsibility, and is subject to review and amendment in response to the changing needs of the business.

Person Specification

Experience of working in a control room within a management position, preferably within the NEPT division or similar. Strong organisational, analytical and problem-solving skills. Experienced working in environment which is target and KPI focused. Meticulous attention to detail. Confident using Microsoft packages – Excel, Work, Outlook etc. Excellent written and verbal communication skills with proven ability to engage effectively with internal and external stakeholders. Sociable, approachable and people focused.

Please note that this role will be subject to several regulatory pre-employment checks, and you will be asked to provide details of your full employment history should you be invited to an interview. Your HMRC record, available to download from the Government Gateway may help you in preparing this information when required.

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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