Control Room Team Leader

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

We are looking for organised, analytical individuals with a passion for route planning and logistics. As a Controller Room Team Leader, you will support and lead the team in delivering effective planning and controlling of high-volume, time-critical transport operation, scheduling booked journeys to meet time-bound KPIs (including on-time arrivals, turnaround/collection times and timely return home).

This is a full time position working 5 days a week (between Mon- Sat) and also involves a component of on-call duties, requiring flexibility and a commitment to maintaining service reliability around the clock. (will be discussed at interview)

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).

Role Responsibilities

As the Lead for the Peterborough Dispatch and Planning Team, you will provide dynamic leadership and strategic oversight to ensure the seamless coordination of non-emergency patient transport services, consistent and appropriate communication with patients and our system partners, and performance management of your direct reports. Your role will be pivotal in driving operational excellence through effective planning, and dispatch processes, ensuring timely and efficient patient journeys.

Supporting the CCO Operations Manager, you will oversee the end-to-end patient transport pathway, fostering strong relationships with internal teams and external stakeholders. Your leadership will include line managing the dispatch and planning team, promoting a culture of high performance and continuous improvement.

Other responsibilities include:

• Provide effective first line management to the dispatch and planning team, including day-to-day supervision, coaching, performance monitoring, attendance and conduct management, and early intervention where standards are not met.
• Create a positive, accountable and supportive team culture, ensuring colleagues understand operational priorities, work to agreed KPIs and service standards, and are supported to develop the skills and confidence required to deliver a safe, efficient and patient-focused service
  
• Ensure compliance with contractual obligations and service standards.
• Facilitating clear and proactive communication with all stakeholders.
• Managing operational challenges with strategic problem-solving.
• Ensuring the team maintain end-to-end journey flow across all control areas through effective liaison with colleagues and site stakeholders, prioritising work and resolving urgent issues as they arise (e.g. late running, cancellations, vehicle issues and capacity constraints), using dynamic re-planning, rapid reallocation of resources and escalation in line with local procedures to minimise KPI impact.
• Supporting the continuous improvement of processes to enhance efficiency and patient satisfaction.
• Completing deep dives into patient activity and support improved process development to continuously improve the service and patient experience.
• Work closely with the local operations team to understand capacity and resource challenges and work collaboratively to resolve day-to-day challenges
  

Person Specification

• Experience of working in a regulated, complex, time-critical operational environment
• Experience of working in logistics, control, route planning or analytical roles
• Experience of working to time-critical KPIs/service level targets and using operational systems to monitor performance, prioritise work and take corrective action
• Effective communication and interpersonal skills gained from experience of dealing with customers or members of the public and internal customers.
• Strong organisational, analytical and problem-solving skills with proven ability to multi-task and prioritise your workload, as required.
• Proven people management skills, with the ability to motivate, coach and support team members, manage challenging conversations fairly and consistently, and create a positive, accountable and supportive team culture.
• Confidence and experience in managing difficult conversations, such as conduct, attendance, performance and behavioural concerns.
• Ability to create a supportive team culture, encouraging collaboration, ownership and accountability, resilience and continuous improvement.
• Meticulous attention to detail.
• Confident using Microsoft packages – Excel, Word, Outlook etc.
• Sociable, approachable and people focused

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.