Control Centre Team Leader

7 months ago

Nottingham, United Kingdom EMED Group Full time

We have a fantastic opportunity for a Control Centre Team Leader to join our team based in **Ashville Nottingham**.

Leading the Nottinghamshire Dispatch Team and call centre, the Team Leader will provide leadership and accountability for the efficient planning, booking and dispatch service for non-emergency patient transport (NEPTS) across Nottinghamshire.

The post holder will be support to the CCO Ops Manager with the coordination and management of the end-to-end patient transport pathway. This will include the line management of the dispatch and planning team, an excellent understanding of the NEPTS contract and excellent communication skills both internally and with external stakeholders.

**Some of the benefits can you expect.**
- **£12.94 per hour**.
- Full time - **40 hours per week**.
- Life Assurance - providing colleagues and their family financial peace of mind and protection to the value of £5,000.
- 24/7 online/telephone GP Consultation and access to prescriptions.
- 2nd opinion medical support following diagnosis or where a colleague is on a treatment pathway.
- Cash-plan benefits, providing colleagues the option of protecting themselves in case of illness and recuperation, including dental, optical, chiropody.
- Unlimited mental health consultations.
- Unlimited physiotherapy consultations.
- Access to legal advice on domestic issues e.g. motoring offences, wills and probate, and personal injury.
- Financial guidance re retirement planning, tax savings and state benefits.
- Long Service Recognition Scheme - recognising colleagues for their continued service after 5 years and at 5-year intervals with an increase in annual leave.
- Values-based Internal Recognition Scheme with financial reward, which will lead to an annual recognition event.
- Refer a Friend recruitment incentive scheme with financial rewards_. _
- The EMED foundation, to provide support to colleagues and our local communities.
- Paid holiday entitlement.
- Pension Scheme.
- Blue Light Card.
- Uniform provided.
- EAP (Employee Assistance Programme) to support a range of health and wellbeing requirements.
- Flu vaccination (_through an internal campaign in Autumn/Winter)._

**Main Duties**:

- Accountable for the smooth running of the team including but not limited to the management of dispatch staff rotas, line management of all dispatch team members.
- Check and plan daily and future bookings, ensuring resourcing is correct and all sub-contractor, taxi and volunteers are informed where applicable.
- To receive in an accurate, effective, and polite manner, requests for patient transport and queries regarding ambulance journeys, ensuring compliance with relevant service procedures and standing orders.
- 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 adhoc 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 the team dispatch and management of the operational crews to ensure timely and efficient collection and delivery of patients between destinations and achieving contractual targets.
- 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.
- Deal promptly, professionally, and efficiently with all telephone calls received taking appropriate action on own initiative where required.
- 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.
- 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.
- Ensure appropriate liaison with other agencies such as GP’s, Nursing Homes, Hospital Clinics and Wards regarding booking issues when required.
- Participate in on call rota including weekend and Bank Holiday system calls.
- Strong organisational, analytical and problem-solving skills with proven ability to multi-task 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

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