Ambulance Control Room Operator

6 months ago


Birmingham, United Kingdom Secure 24 Support Ltd Full time

Secure24 is a leading mental health transport & support company dedicated to providing essential support for individuals with mental health illnesses, challenging behaviour, complex needs and other areas of care requiring a secure approach. Our mission is to ensure the safe and timely transportation of mental health patients to their destinations. As a rapidly growing organisation, we are seeking a dedicated and skilled Controller to join our team

The Control Room Operator’s will be responsible for the weekday/night management of the service delivery, including the dynamic allocation of work to vehicles/teams. This role is key to maintaining an engaged workforce and providing our clients with a smooth service.

**Shifts**:The Control room currently operates 365 days a year from 06:00 - 00:00 (18Hrs).
- Alternate bi weekly shift pattern, Monday to Friday (Currently average of 47.5 hrs per week)
- Early shift Monday - Friday 0600- 1500 ( Office based)
- Late Shifts Monday - Friday 1400-0000 ( Option to work from home)
- Weekend coverage available as overtime. weekend working.

**Salary**

Currently at 47.5 hrs per week at £12.50 per hour, a annual salary of £30,875

**What will you be doing?**
- Liaising with Health Care Professionals: Handling calls from Health Care Professionals who require our services, gathering accurate information, and entering it into our bespoke system.
- Coordinating Resources: Liaising with response teams on the ground, coordinating resources to respond to calls efficiently, and triaging calls using risk assessments when necessary.
- Fast-Paced Environment: Adapting to a fast-paced working environment and finding quick solutions to daily challenges to maximise service capacity.
- Accountability: Taking autonomous decisions, being considerate of the situation, and being accountable for your actions.
- Customer Query and Complaint Reporting: Reporting customer queries and complaints to the Management Team.
- Relationship Management: Develop and maintain strong relationships with clients, team members fostering a collaborative and supportive atmosphere.
- Fleet : Ensuring Vehicle checks are carried out and liasing with our Fleet mechanic with defects and scheduling when vehicles are off road.

**What are we looking for?**
- Excellent communication skills and the ability to organise a busy workload
- Excellent telephone and radio manner is essential
- Excellent customer service skills is essential
- Knowledge of Mental Health and Use of force is desirable

**Training**:

- Training will be provided; however, you must be a driven individual with the ability to learn and adapt quickly to the demands of the role.
- You will also be enrolled in all our frontline training programmes with the expectation that you will be available to be on the frontline if resourcing requires it and to provide leadership. Physical fitness for this role is essential. We will be looking for individuals who bring experience with them to add value to and support ongoing development and improvement in our operations.

**Reporting Structure**:
You will report directly to the Head of Operations, working closely with the control team to ensure that the entire operation runs smoothly and efficiently.

**Salary**: £30,000.00-£34,580.00 per year

**Benefits**:

- Additional leave
- Bereavement leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee mentoring programme
- Free parking
- On-site parking
- Private medical insurance
- Sick pay

Schedule:

- Day shift
- Monday to Friday
- Night shift

Licence/Certification:

- Driving Licence (required)

Ability to Commute:

- Birmingham (required)

Ability to Relocate:

- Birmingham: Relocate before starting work (required)

Work Location: In person


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