Operations Manager

We have a fantastic opportunity for an Operations Manager to join our team based in Somerset. This is a dual-site role covering both our Somerset bases - Wellington and Shepton Mallet. The Operations Manager is responsible to lead the day to day operational delivery in support of EMED goals, with a clear focus on performance delivery and clinical quality of all frontline patient transport services. Ensuring all quality and governance requirements meet objectives and performance targets. The role is fundamental to the delivery of exceptional service, providing inspired leadership, developing and guiding the team, and improving performance through strategic decision making.

This is primarily a Monday-Friday position with some requirement to be on-call and occasional weekend work may be required to support the needs of the business.

What benefits can you expect?

• Life Assurance providing colleagues and their family financial peace of mind and protection to the value of £5,000.
• Company sick pay covering full salary for 20 days after 2 years service.
• 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.
• Hospital cash plan benefits with sickness protection scheme.
• Cash-plan benefits, providing colleagues the option of protecting themselves in case of illness and recuperation, including dental, optical, chiropody.
• Access to mental health consultations.
• Access to 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.
• 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).

Other duties include:

• Business performance and service delivery: Deliver excellent customer service while maximising revenue opportunities to protect P&L.
• KPIs: Manage and embed Key Performance Indicators (KPIs) to fully support the delivery of effective service on a day-to-day basis, to include balancing the delivery of contractual KPIs against the realities of the current operational environment.
• Relationship Management: Develop strong and lasting relationships with stakeholders from Clinical Commissioning Groups, Acute Hospital Trusts, Community Health, Mental Health Partnerships, and Primary Care.
• Clinical Quality and Governance: Monitor Governance and Quality requirements ensuring these are adhered to by all staff, while remaining compliant with national standards of clinical, vehicular, and H&S practice ensuring continuous provisions for operational excellence in line with established standards, guidance and training.
• Budgets: Working with the Head of Service Delivery to maximise revenue, cost and margin performance across contract. Work closely with the Head of Service Delivery and key stakeholders to ensure timely delivery of additional revenue opportunities.
• People Management: Take full accountability for your employees, their safety and well-being, performance, and development. Manage employees in accordance with existing HR policies, such as discipline and absence processes ensuring personal adherence to policies and procedures.

To be considered as an Operations Manager, you will need:

• A minimum of two years experience within a front-line management level role, where you have delivered business improvements or organisational change which has had a demonstrable positive impact on your team, or service delivery.
• KPI driven, with a passion for improving and delivering on targets.
• Previous experience with building successful strategies, both short and long-term.
• Proactive, with excellent problem-solving capabilities.
• Ability to build strong, effective relationships with staff, clients and stakeholders at all levels.
• Excellent communication skills both written & verbal.
• Experience with managing Employee Relations issues in line with policies and procedures.
• Meticulously organised with a proven track record of successfully reaching deadlines.
• Experience with data analysis to improve operational processes.
• A manual UK driving licence with less than 6 penalty points.

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.
• A gile: 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 circa 4,000 colleagues across 60 depots. Our ambition is to continue developing patient care 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 services for our patients, service users, clients, and community and is supported by employees with an increasing variety of backgrounds. To do this effectively it is essential that we promote equality and embrace diversity and inclusion and treat all of our employees, patients, service users and clients with dignity and respect.

EMED Group is committed to encouraging equality, diversity and inclusion among our workforce, and eliminating unlawful discrimination, with our aim being to be truly representative of all sections of society and our clients, and for each employee to feel respected, valued and able to give their best. EMED Group are committed to providing equal opportunities and we endeavour to provide an inclusive and safe working culture for all.

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.