Overview
Location: 8 Rigg Approach
HATS Group is the UKs foremost private healthcare provider, excelling in patient-centric transport services with an Outstanding rating for Responsiveness from the Care Quality Commission (CQC). The CQC regulates health and social care providers under the Health and Social Care Act 2008. HATS Group are a provider of Private Ambulances and is regulated by Local Authorities for SEND services. The company operates over 800 vehicles and supports various public and private healthcare institutions, delivering over 2,000,000 passenger movements annually.
We have an opportunity for a Passenger Assistant to join our team.
Job purpose
To escort and assist clients with special needs, board and alight vehicles in their daily journey to and from home, school, centre or other destinations as directed.
Position in the Organisation Chart
Team leader > Controller > Passenger Assistant
About The Role
Main duties
* Ensure safety and wellbeing of clients throughout the journey and handover.
* Ensure the client gains safe entry to the vehicle or their destination.
* Maintain safety and wellbeing of transport users throughout the journey and handover from/to residence, guardian, primary helper at school, or care assistants at centres. Assist passengers to board and alight vehicles using appropriate means, including physically assisting passengers with severe disabilities.
* Communicate with the Controller regarding any transport issues (e.g., disruptive behaviour, absenteeism, lateness).
* Apply health and safety standards for client welfare, including assisting with boarding/alighting (tail-lifts, seating, restraints) and securing wheelchairs.
* Keep the interior and exterior of the vehicle clean and tidy to required standards; wear PPE and uniform as required.
* Participate in flexible hours with core hours typically 07:00–09:00 and 14:30–16:30; undertake additional work as needed; report incidents to the Controller.
* Work mainly in outdoor environments on vehicles, in all weather and road conditions; work safely and efficiently.
* Must not have physical or mental limitations that could interfere with safe passenger care and emergency activities.
Daily Functions Of This Role
* Operate and use equipment such as tail lifts and seating restraints; daily routine tasks.
* Health and safety/manual handling activities including pushing, lifting, carrying and assisting with transfers; stairs transfers where reasonable.
* Assist clients identified for dressing and emergency toileting as required.
Variations of duties depend on service user needs, including mobility, learning difficulties, mental health, age and disability; transport may include fleet vehicles adapted for disabled access.
The work may involve substantial risk to personal safety arising from day-to-day activities.
Work Dimensions
Generally works within established guidelines; may need to use initiative for basic problems with escorting clients. For more complex issues, consult the Controller or other HATS supervisor.
Role
Interfaces with parents, guardians, carers, attendants, teachers, centre organisers, council staff and other HATS employees; provides information or assistance to:
* Clients of Transport Services
* Staff of centres or schools
* Parents/guardians or primary helper
Interpersonal skills are required for handling varied contacts and relationships. Rehabilitation of Offenders Act 1974: the jobholder is exempt from this act and must disclose offences accordingly. The jobholder may use mobile communications, tracking equipment, radio, telephone, messaging, GPS, and is accountable for use of equipment/resources.
Skills & About The Company
About The Company
The HATS Group is the UK’s leading private provider of Patient Transport, SEND Transport Services, and Private Passenger Hire Services, with a reputation for professionalism and service excellence. The company supports over 2,000,000 passenger movements annually with a fleet of over 800 vehicles and engages with NHS, CCGs, Mental Health Trusts, Local Authorities and private medical institutions. The most recent CQC inspection (2020) rated us as ‘Good’ Overall and ‘Outstanding’ for Responsiveness.
Company Culture & Why join
Why join HATS? Are you passionate about healthcare? Do you enjoy helping others? If yes, we’d love to hear from you. As a fast-growing independent healthcare transport provider, we seek passionate and skilled individuals for roles including paramedics, technicians, drivers, passenger care and customer service assistants, among others.
We support the London Living Wage (LLW) and are signed up to HM Government’s Disability Confident Employer Scheme. We are expanding in multiple locations and welcome applicants who can work at pace and handle tight deadlines.
Required & Desired Criteria
Closing Date: Tuesday 30th September, 2025
Contract Type: part-time
Salary: £13.15 per hour
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