Senior Transport Controller/Planner in Wellington

We have a fantastic opportunity for a Senior Controller to join our team based in Wellington, Somerset. We are looking for enthusiastic, care focused individuals, who are organised and have a passion for excellent customer service.

The Senior Controller is responsible for planning and coordinating the daily transport of patients to and from outpatient clinics, day care centres, and routine hospital admissions for scheduled appointments. The role involves efficiently managing Patient Transport Service (PTS) resources to meet the needs of booked patient journeys, as well as collaborating with hospital staff and departments to optimise vehicle and staff utilisation.

This is a full time position working 37.5 hours per week. In this role, you will primarily work Monday to Friday plus 1 in 4 Saturdays. The operational hours for the role are between 7am and 8pm; you will work 8 hour shifts within these times. There is an on-call requirement for this role, this will be discussed in more detail at interview.

Note: This role will be subject to several regulatory pre-employment checks, and you may be asked to provide details of your full employment history at interview.

• Assist the Operations Manager in overseeing the Control Room and a small team of planners/dispatchers. Responsible for resolving issues where possible and escalating when necessary.
• Check and plan daily and future bookings within the Cleric controlling system, ensuring resourcing is correct and all sub-contractor, taxi and volunteers are informed where applicable.
• The main focus of the role will be the dispatch and management of the operational crews to ensure timely and efficient collection and delivery of patients between destinations and achieving contractual targets.
• 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.
• Undertake general clerical duties including but not exclusive checking booking lists, data input, completing ad-hoc forms/invoices as necessary.
• Maintaining and enhancing the performance and quality of service offered to patients and customers.
• Deal promptly, professionally and efficiently with all telephone calls received taking appropriate action on own initiative where required.
• Liaison with other agencies such as GP’s, Nursing Homes, Hospital Clinics and Wards.
• 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.

• Effective communication and interpersonal skills gained from experience of dealing with customers or members of the public.
• The ability to work on your own initiative and problem solve.
• Good organisational skills.
• Previous experience with managing/supervising a team is desirable.
• Able to make informed decisions and escalate issues when appropriate.

• 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).

EMED Group is committed to promoting equality, diversity and inclusion and treating all employees, patients, service users and clients with dignity and respect. We are 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 is committed to providing equal opportunities and we endeavour to provide an inclusive and safe working culture for all.