Department: Operations
Location: SATS Ambulance, London NW2 7HD (Multi-site as required)
Reports to: Chief Operating Officer (COO)
Direct Reports: Duty Managers
Job Purpose
The Operations Manager is responsible for the day-to-day management of SATS Ambulance operations, ensuring the safe, effective and compliant delivery of private patient transport, ambulance services, international repatriations and healthcare support services.
As a premium private healthcare transport provider, SATS places exceptional patient, family and client experience at the centre of everything it does. The Operations Manager will ensure every patient journey is delivered with professionalism, compassion, discretion and outstanding customer service.
The role provides leadership to Duty Managers and frontline operational teams, ensuring high standards of patient care, operational performance, customer service, fleet management, compliance and staff welfare.
Working closely with hospitals, healthcare providers, embassies, insurers, assistance companies, Heathrow Air Ambulance and internal departments, the Operations Manager will drive operational excellence, continuous improvement, regulatory compliance and service quality across the organisation.
Key ResponsibilitiesOperational Management
- Oversee the safe, effective and efficient delivery of all operational services.
- Manage private patient transport, ambulance operations, international repatriations and specialist healthcare transport services.
- Provide leadership and line management to Duty Managers.
- Review daily operational activity and ensure completion of operational checks.
- Act as the senior operational escalation point for staff and Duty Managers.
- Ensure appropriate staffing, resource planning and operational resilience.
- Maintain oversight of complex, priority and high-profile patient movements.
- Promote a culture of professionalism, compassion and customer care.
Staff Management
- Monitor attendance, punctuality, conduct and professionalism.
- Conduct welfare meetings, supervision and performance reviews.
- Carry out uniform, PPE and appearance inspections.
- Undertake regular operational spot checks.
- Monitor mandatory training compliance.
- Ensure compliance with company policies and procedures.
- Conduct driver assessments and monitor driving standards.
- Review vehicle tracking and telematics data.
- Ensure completion of Vehicle Defect Inspections (VDIs) and vehicle cleaning checks.
- Promote accountability, teamwork and service excellence.
Fleet & Equipment Management
- Ensure operational readiness of the fleet.
- Oversee servicing, MOTs, repairs, maintenance and vehicle presentation.
- Monitor equipment servicing, calibration and operational readiness.
- Manage operational communications equipment and crew phones.
- Coordinate investigations relating to vehicle incidents.
- Manage fines, charges and vehicle-related compliance matters.
- Ensure vehicles reflect the professional image of the SATS brand.
Compliance & Governance
- Ensure compliance with CQC standards, company policies, health and safety requirements and road traffic legislation.
- Oversee operational risk assessments and safe systems of work.
- Review operational policies and procedures.
- Produce and issue Operational Advice Notices (OANs) and safety briefings.
- Promote a positive reporting, governance and safety culture.
- Support the company's Safety Management System (SMS).
Service Delivery, Customer Experience & Client Relationships
- Ensure exceptional customer service standards across all operations.
- Build strong relationships with hospitals, healthcare providers, embassies, insurers and assistance companies.
- Attend client performance and review meetings.
- Ensure operational KPIs are consistently achieved.
- Monitor patient, family and client feedback.
- Investigate complaints, compliments and service concerns.
- Develop action plans to address service issues and improve performance.
- Ensure all communications are professional, compassionate and responsive.
- Promote a culture where customer experience is as important as operational performance.
- Act as the operational liaison with Heathrow Air Ambulance as required.
Quality Assurance
- Conduct operational audits and compliance inspections.
- Audit third-party providers to ensure quality and compliance.
- Monitor service quality and customer experience trends.
- Identify areas for improvement and implement corrective actions.
- Ensure services consistently reflect the premium standards of the SATS brand.
Continuous Improvement
- Identify opportunities to improve operational performance and efficiency.
- Introduce improvements that enhance patient care and customer experience.
- Support organisational change initiatives.
- Use operational data to drive decision-making and service improvements.
Health & Safety Responsibilities
- Promote a positive health and safety culture.
- Ensure compliance with health and safety policies.
- Investigate accidents, incidents and near misses.
- Ensure risk assessments are completed and reviewed.
- Monitor infection prevention and control standards.
- Ensure operational equipment remains safe and compliant.
Person SpecificationQualifications
- Educated to A-Level standard or equivalent experience.
- Full UK Driving Licence.
- Management qualification or equivalent management experience.
Experience
- Significant experience within ambulance operations, patient transport, healthcare transport or emergency services.
- Experience managing operational teams.
- Experience investigating incidents and complaints.
- Experience managing fleet operations.
- Experience working against KPIs and performance measures.
- Experience leading service improvement initiatives.
- Experience managing customer service and client relationships.
Knowledge
- Health and Safety legislation.
- CQC regulatory requirements.
- Fleet compliance requirements.
- People management principles.
- Risk management and governance.
- Private healthcare and patient-centred service delivery.
- International repatriation operations.
- Customer service excellence principles.
Skills
- Excellent leadership and people management skills.
- Strong organisational and planning ability.
- Excellent communication and interpersonal skills.
- Strong problem-solving and decision-making skills.
- Ability to analyse operational performance data.
- Proficient with Microsoft 365 and operational systems.
- Excellent customer service and stakeholder management skills.
Personal Attributes
- Professional and approachable.
- Calm under pressure.
- Highly organised.
- Strong attention to detail.
- Self-motivated and accountable.
- Passionate about delivering exceptional patient, family and client experiences.
- Flexible and willing to work outside normal hours when required.
Key Performance Indicators
- Service delivery performance.
- Client contractual KPIs.
- Patient and client satisfaction scores.
- Complaint volumes and resolution times.
- Staff training compliance.
- Staff attendance and timekeeping.
- Uniform and professionalism standards.
- Fleet availability and utilisation.
- Vehicle servicing and MOT compliance.
- Vehicle cleanliness and VDI completion rates.
- Driver behaviour and telematics scores.
- Health and safety compliance.
- Audit outcomes.
- Staff engagement and retention.
- Repatriation mission performance.
- Customer feedback and recommendation rates.
Working RelationshipsReports To
- Chief Operating Officer (COO)
Direct Reports
- Duty Managers
Key Internal Relationships
- Clinical Team
- Fleet Team
- HR
- Training Department
- Senior Leadership Team
Key External Relationships
- Hospital Managers
- Private Healthcare Providers
- Assistance Companies
- Insurance Partners
- Embassies and Consulates
- Heathrow Air Ambulance
- Third-Party Ambulance Providers
- Vehicle Maintenance Suppliers
