Non-Emergency Patient Transport Services Controller Planner
The closing date is 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 Warrington 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 journey's to and from their hospital appointments, along with discharges and transfers between hospitals. Good communication skills, team working and analytical thinking are key for this role, as you will be liaising with operational crews and hospital staff on a daily basis to ensure the patients are collected in a timely manner and any issues are resolved promptly.
This role can be challenging at times, however gives an enormous sense of achievement when, at the end of your shift, all the patients have been seen, treated and moved.
Applicants must have a minimum of 5 GCSEs at Grade A-C including English & qualification certificates will be required, therefore, please ensure you have these available when applying for this post.
Please note that due to the banding of this post the Trust is unable to provide sponsorship to work for this role. In order to be eligible to apply you must have current right to work in the UK status.
Main duties of the job
West Midlands Ambulance Service University NHS Foundation Trust is committed to creating an inclusive, supportive, and accessible workplace for everyone where our colleagues feel empowered to succeed.
Each person plays a vital part to ensuring our organisation meets the differing needs of our communities ultimately enabling us to save lives. We acknowledge that a workforce that reflects the communities that it serves provide better patient care and we are therefore looking for self‑motivated, enthusiastic people from all backgrounds that care about making a difference to our patients.
We are committed to diversity and inclusivity at all levels. We are proud to have maintained Disability Confident Leader status and as part of our commitments to this we guarantee to invite all applicants who meet the essential criteria for a role to attend assessment or interview. If you have a disability or learning difficulty, and prefer to disclose it, please feel free to do so in your application. You can also contact the Recruitment Team via email at recruitment@wmas.nhs.uk if you wish to have a confidential discussion. We use this information, with your permission, to ensure you are fully supported during the recruitment process.
The Trust is proud to hold the Silver Award for a Dyslexia Friendly workplace and are committed to supporting our Armed Forces community and have signed up to the Step Into Health initiative. We welcome applications from Armed Forces Veterans and Service leavers.
About us
If this position involves a regulated activity it will require an Enhanced Disclosure & Barring Service check. The disclosure will, where appropriate to the role, include information against the Independent Safeguarding Authority barred lists for working with children, adults or both.
We do endeavour to respond to all candidates on an individual basis. Therefore we do ask for your co‑operation and patience whilst the short listing process takes place. After the closing date please ensure you check your emails (including junk mail) regularly as contact is usually made via this method.
We are proud to offer flexible working options to support our colleagues to have a greater choice in when, where and how they work. During your interview we will explore this with you and discuss your individual needs and how this could be facilitated for this role to benefit patient experience, service delivery and the work‑life balance of colleagues.
Job responsibilities
* Operatecommunications and information systems to receive and make calls to/frompatients, commissioners, healthcare professionals and WMAS operational stafftaking patient demographics and a full presenting history.
* Inputtingdetails of bookings by telephone/fax/electronically from customer units/staffand transport enquiries from Healthcare Professionals and the general publicapplicable to the Trust Contracts.
* Ensure theeffective deployment of resources to meet contractual requirements,co‑ordinating the work of others as required.
* Make outboundcalls to other professionals and the general public adhering to workingpractices and protocols. These include:contacting relatives; querying other professionals; communicating withhospitals; arranging breakdown recovery for ambulances and reporting incidentsto other emergency services.
* Support theachievement of agreed National and Trust standards of service.
* Inconjunction with first line management ensure that patient movement isco‑ordinated and that a dialogue exists between local Operational Staff and/orLiaison Assistants and the Control Centre to maximise the effective use ofavailable resources.
* Reportto first line management on the performance of operational staff in thedelivery of the Service.
* Throughthe process of planning/control, allocate and re‑assign where necessaryjourneys to operational staff working for the Non‑Emergency Service using ahigh‑level of organisational skill.
* Receiveand process sickness and fitness notifications from all Operational and Controlstaff.
* Handlecalls from Drivers regarding their work and shift arrangements.
* Ensurethat those areas of service provision under their control or jurisdictionconform to the WMAS Quality Procedures, Data Protection Act and CaldicottGuidelines.
* Assistfirst line management in ensuring the effective deployment of operationalresources such as Voluntary Car Drivers and all other sub‑contractors tosupport the Trust Non‑Emergency Contracts.
* Attendtraining courses, which are required to maintain professional knowledge andkeep up to date with changing procedures and protocols.
* Train new Call Takers on the telephone andcomputer system.
* Identifyand report IT related problems on computer software and workstations.
* Undertake administration duties whenrequired, 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 co‑ordinating the work of others.
* Previous experience of working in a Control Centre environment or equivalent.
* Experience of 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
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