Operations Assistant in London

Location: Wembley Base, 3-6 Pellatt Road, East Lane Business Park, Wembley, Greater London, HA9 7RQ

Hours: 45hrs per week

Shift time: 12:00-22:00 Monday-Friday

Salary: £38,000

Responsible for: Operational Colleagues

Accountable to: Operations Manager (Wembley)

At Community Ambulance Service (CAS) we are always on the lookout for talented individuals passionate about high quality patient care to join our growing team. If you are looking for a rewarding role that makes a difference within your community then apply today.

About the company: Community Ambulance Service is part of the Ambulnz UK Group. We have over 19 operational bases across England and Wales, and over 800 employees who are providing essential support to the NHS and hospital Trusts. Across our sites we provide patient transport services, secure mental health patient transport, urgent and emergency care. We are proud to be an established private ambulance provider with a deeply rooted history.

Excellent company benefits include:

• Trained to a nationally recognised Qualsafe Level 3 First Response Emergency Care (FREC3) qualification
• A rewarding career at a reputable company
• £13.85 per hour with overtime enhancements
• Access to a 'Blue light' card and 'Bright exchange' perks and discounts
• Uniform provided
• Flu vaccination (offered in winter to those who want it)
• Comprehensive Training and Induction Programme including a recognised First Aid at Work Certificate
• A pension scheme
• Local gym membership discount
• Enhanced DBS Check, paid for by the Company
• Cycle to Work Scheme
• Access to 'Wisdom', a physical and mental health wellbeing tracker
• Ability to join our Equality, Diversity and Inclusion group promoting equality and celebrating diversity in our workplace
• Employee Assistance Programme providing 24/7 confidential advice and guidance on matters such as formal counselling, medical information, family issues and relationship advice, stress and anxiety, financial wellbeing, legal information

Key Working Relationships:

• Colleagues at all levels
• Vehicle Make Ready Operatives
• Management team
• On a daily basis, liaise with clinical and non-clinical staff across the organisation, providing and receiving information
• Dispatch and Control
• Imperial College Hospital site team

Main Purpose of the Role:

The Operation Assistant(s) will work under the delegation of the Operations Manager to ensure the smooth running, compliance and operational management of the Wembley station. This role will play a key part in overseeing the day-to-day station operations, ensuring that frontline ambulance crews and Vehicle Make Ready Operatives (VMROs) are supported, compliant and equipped to deliver high quality patient transport.

As the line manager of both frontline road staff and VMROs, you will provide guidance, performance management and development to ensure all employees meet the required standards. You will be responsible for maintaining station compliance, conducting spot checks, adherence to company policies, including infection prevention control (IPC), uniform, etc. Additionally, you will oversee deployment waves to ensure vehicle readiness and timely deployment, as well as deputising for the Deployment and Operational Compliance Manager when required.

You will also manage fleet, equipment, consumable and station compliance processes to ensure that vehicles and equipment are maintained and meet all regulatory and operational requirements. This includes managing processes, vehicle and station auditing, ensuring timely maintenance and replenishment of consumables and uniform for employees.

This is a role which requires flexibility during the designated shift hours, and additional duties and responsibilities may be allocated to you at the discretion of the Operations Manager. The Operations Assistant may need to travel between sites in line with the needs of the business.

Key Tasks:

• Operational Oversight & Compliance:

• Support with overseeing frontline employee deployment and deputise for the Deployment and Operational Compliance Manager during their shift waves when needed.
• Support with monitoring frontline employee compliance, including DBS, DVLA, and other statutory requirements.
• Carry out spot checks on frontline employees whilst at Wembley site for IPC standards, uniform compliance, equipment, vehicle conditions, and overall conduct.
• Deploy on frontline shifts when operationally required.

• Manage fleet and equipment audits to ensure all vehicles and equipment are maintained according to their scheduled maintenance.
• Manage the Lytx system by monitoring incoming events, assigning cases to employees, escalating major concerns, and investigating unreported RTC incidents to ensure compliance and safety standards.
• Assist in clinical drug audits if operationally required.
• Manage consumable auditing processes, recommending stock for reordering, including uniform orders.
• Ensure the site is maintained to a high standard, is secure, and is used safely by all employees and visitors.
• Assist in general station maintenance, including keeping the station clean and tidy and providing supervisory support to Vehicle Make Ready Operatives.

• Act as a primary point of escalation for frontline employees.
• Provide effective management to Vehicle Make Ready Operatives and frontline road staff ensuring that they are supported and performing to the required standard. This includes appraisals, personal development, probationary reviews, and staff communication in line with the business's communication strategy.
• Welcome and facilitate the onboarding of new colleagues, ensuring they integrate effectively into their roles.
• Assist in developing the workplace culture by using formal and informal tools to recognise employees who receive compliments from the control team, patients, or the Trust.
• Manage employee relation matters, including grievances and disciplinaries ensuring they are handled in line with company policies and procedures.
• Ensure employees are clocking in and out of Quinyx, addressing any punctuality concerns in line with company policies.
• Investigate radar events.
• Complete investigations into incidents in line with company policies and procedures when allocated.
• Supervise and manage employees returning at the end of their shift to ensure the completion of all end-of-shift duties.
• Review and analyse employee performance data, including delivery service windows, first run performance, and deployment timeliness, to identify trends and areas for improvement.

• Assist in the development of SOPs for processes specific to Wembley, ensuring they are consistently applied and kept up to date for operational success.
• Manage key operational reports, including Two Crew, Key Reconciliation, and Parking List.
• Reconcile the absence and overtime manager's report to ensure accurate payroll processing.
• Distribute and ensure all important communications and information are accessible to all operational employees.

This list is not exhaustive, you will be required to perform ad-hoc duties, within your skill base, as required by the Company to support an effective and efficient service.

Personal:

• To be responsible for own personal and professional development, including statutory and mandatory training and continuous professional development.
• To attend and actively participate in Company refresher training as required.
• To ensure that statutory regulations and organisational policies and procedures are implemented and adhered to at all times.
• To demonstrate commitment to the Company's values and display high standards of integrity and professionalism towards patients, public, customers and colleagues.

General Requirements:

1. Our Values: The post holder must treat all colleagues in a manner that conveys respect for the abilities of each other and a willingness to work as a team. The post holder must uphold our Company values: Kind, Inclusive, Accountable, Adaptable.
2. Policies and Procedures: All duties and responsibilities must be undertaken in compliance with the Company's policies and procedures. The post holder must familiarise the ways in which to raise a concern to the Company, e.g., Freedom to Speak Up and Whistleblowing.
3. Health and Safety: The post holder must be aware of the responsibilities placed upon themselves under the Health and Safety at Work Act 1974, subsequent legislation, and Company policies, to maintain safe working practices and safe working environments for themselves, colleagues, and service users. All Company premises are considered as smoke free zones.
4. Confidentiality: Everyone working for or on behalf of the Company are bound by a legal duty of confidentiality (Common Law Duty of Confidentiality). The post holder must not disclose either during or after the termination of their contract, any information of a confidential nature relating to the Company, its staff, its patients, or third parties, which may have been obtained in the course of their employment.
5. Equality and Diversity: We believe that equal opportunity and diversity is vital to the success and an essential prerequisite to the achievement of its goals in delivering seamless, high quality, safe healthcare for all, which is appropriate and responsive to meeting the diverse needs of individuals. In working to achieve our goals, it is important that staff and users are treated, and treat others, equitably, with dignity and respect, and are involved and considered in every aspect of practice and changes affecting their employment or health care within the Company.
6. Infection Prevention and Control: The post holder will ensure they follow the Company's infection prevention and control (IPC) policies and procedures to protect patients, staff, and visitors from healthcare associated infections. They will ensure that they use personal protective equipment (PPE) in accordance with policy and procedure. All staff must challenge non-compliance with IPC policies immediately and feedback through appropriate line managers if required.
7. Safeguarding Children and Adults: We take our responsibilities to safeguard and promote the welfare of children and adults seriously. The Company expects all staff to identify their own responsibilities appropriate to their role within statute and guidance. This will include accessing safeguarding training and may include seeking advice, support, and supervision from the service's safeguarding team. Where staff are unclear of their responsibilities, they must seek guidance from their manager.
8. Disclosure and Barring Service (DBS): If the post you are undertaking requires you to complete a DBS disclosure, this will be managed and processed in line with the DBS Policy.

Person Specification

Essential:

• Qualifications: Must have a valid UK driving licence with no more than 6 penalty points.
• Experience and Knowledge: Excellent verbal and written skills. Ability to work within a multi-professional team and to develop team working. IT skills (databases and Microsoft Office).
• Skills and Abilities: Excellent time management and organisational skills. Must be able to prioritise and work to deadlines. Excellent attention to detail, with the ability to identify mistakes. Able to work independently, unsupervised and as part of a team.
• Personal Attributes: Able to work under pressure and cope with change and conflicting priorities. Willingness to travel across regions. Model professional behaviours. Engaging and positive personality.

Desirable:

• Qualifications: Technical knowledge of medical equipment and consumables.
• Experience and Knowledge: Experience in stock taking.

Safeguarding Statement: Community Ambulance Service is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment and promote safeguarding by implementing our policies and procedures, acting promptly on concerns, communicating effectively and sharing information appropriately. If successful, this vacancy will require an enhanced DBS check. Please note it is a criminal offence to apply for a role in a regulated activity if you are barred from doing so.

Equality & Diversity Statement: We are committed to equal opportunities and welcome applications from all sections of the community, regardless of any protected characteristics. Reasonable adjustments will be made for disabled applicants where required.