West Midlands Ambulance Service University NHS Foundation Trust
Non Emergency Patient Transport Services Controller Planner
Closing date: 28 May 2026.
We are looking to build a reserve pool of caring individuals to join our well‑established Non‑Emergency Patient Transport Services Team within the Coventry Control Room as a Controller / Planner when vacancies become available over the next 12 months.
Successful applicants will be responsible for planning and coordinating patients' journeys to and from their hospital appointments, including discharges and transfers between hospitals. Good communication skills, teamwork, and analytical thinking are key for this role, as you will liaise with operational crews and hospital staff on a daily basis to ensure patients are collected in a timely manner and any issues are resolved promptly.
This role can be challenging at times, but offers a tremendous sense of achievement when, at the end of your shift, all patients have been seen, treated and moved.
Applicants must have a minimum of 5 GCSEs at grade A–C including English, and qualification certificates will be required at the time of application.
Due to the banding of this post the Trust cannot provide sponsorship. You must have a current right to work in the UK.
Job responsibilities
Operate communications and information systems to receive and make calls to/from patients, commissioners, healthcare professionals and WMAS operational staff, taking patient demographics and a full presenting history.
Input details of bookings by telephone/fax/electronically from customer units/staff and transport enquiries from healthcare professionals and the general public applicable to the Trust Contracts.
Ensure the effective deployment of resources to meet contractual requirements, co‑ordinating the work of others as required.
Make outbound calls to other professionals and the general public adhering to working practices and protocols. These include: contacting relatives; querying other professionals; communicating with hospitals; arranging breakdown recovery for ambulances and reporting incidents to other emergency services.
Support the achievement of agreed National and Trust standards of service.
In conjunction with first line management ensure that patient movement is co‑ordinated and that a dialogue exists between local operational staff and/or liaison assistants and the Control Centre to maximise the effective use of available resources.
Report to first line management on the performance of operational staff in the delivery of the Service.
Through the process of planning/control, allocate and re‑assign where necessary journeys to operational staff working for the Non‑Emergency Service using a high‑level of organisational skill.
Receive and process sickness and fitness notifications from all operational and control staff.
Handle calls from drivers regarding their work and shift arrangements.
Ensure that those areas of service provision under their control or jurisdiction conform to the WMAS Quality Procedures, Data Protection Act and Caldicott Guidelines.
Assist first line management in ensuring the effective deployment of operational resources such as voluntary car drivers and all other sub‑contractors to support the Trust Non‑Emergency Contracts.
Attend training courses, which are required to maintain professional knowledge and keep up to date with changing procedures and protocols.
Train new call takers on the telephone and computer system.
Identify and report IT related problems on computer software and workstations.
Undertake administration duties when required, including filing, faxing and photocopying.
Any other duties consistent with role.
Person Specification
* Must be able to work in the UK without the need for a visa or sponsorship.
Experience
* Recent extensive customer care experience.
* Working as part of a team coordinating the work of others.
* Previous experience of working in a control centre environment or equivalent.
* Experience of a pressurised working environment.
Qualifications
* Minimum 5 GCSEs at Grade C/4 or above including English or equivalent.
* Successful completion of entrance assessments.
* Willing to undertake required in‑house training.
* Completion of the Educare Training Programme within six months of commencing with the Trust.
Skills and Knowledge
* Advanced keyboard skills.
* Excellent communication skills, empathetic, tactful and diplomatic.
* The ability to remain calm whilst maintaining a courteous, caring, professional attitude when dealing with callers.
Employer name
West Midlands Ambulance Service University NHS Foundation Trust
£25,760 to £27,476 a year plus the relevant unsocial hours as per section 2
Equal Opportunities
The Trust is committed to diversity and inclusivity at all levels and welcomes applications from all backgrounds, including those from Armed Forces veterans and service leavers. If you have a disability or learning difficulty, please disclose it in your application. All applicants who meet the essential criteria are invited to attend assessment or interview.
If this position involves a regulated activity it will require an Enhanced Disclosure & Barring Service check.
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