CONTROL ROOM SUPERVISOR – G4S
Lordswood, ME5 8JZ
£29,705 per annum
Full Time, Permanent, Monday to Fridays various shifts
Excellent Company benefits including Contributory Pension, G4S Life Assurance Scheme, Employee Assistance Programme and subsidised Healthcare Plan
About Us
G4S Patient Transport Services is one of the UK's largest Non-Emergency Patient Transport providers, carrying out over 50,000 journeys on behalf of the NHS every year. With 12 operational bases across the UK and a dedicated call centre, we employ over 720 members of staff to deliver safe, caring, high-quality patient transport.
About The Role
The Control Room Supervisor is a valued part of the logistics team, who plays a vital role to monitor the overall command and control to ensure effective and efficient day-to-day operations within the patient transport service by coordinating the distribution of patient journeys with care and respect across multiple sites in Kent & Medway.
Some of the key responsibilities for this role are;
* Understand patient mobility, special needs and staff rosters to allocate appropriate resources effectively
* Maximise efficiency in order to utilise the resource available across all contracts with regards to the above
* Oversee the appropriate use of Third Party resources including taxis and ambulances
* Monitoring the performance of the on-site day controllers to provide support for potential failures to KPIs including the drill-down process being performed daily.
* Provide support to on site controllers for complex, difficult and long distance journeys.
* Supporting the help desk team to resolve patient enquiries/complaints.
* Support the on-site day controllers with forward planning for their sites.
* Work closely with the BIM team to identify regular patterns of activity to maximise efficiency across all contracts, i.e. relocate vehicles from site to site.
* Manage time efficient routes on a daily basis, making effective use of resources in order to meet patient requirements.
* Deal with all routine routes in a timely manner so that an appropriate response is provided.
* Liaise with the on-site PTLOs and Depot Management teams to identify any potential problems.
* Treat all callers with respect, courtesy and cordiality, whilst obtaining relevant accurate information quickly.
* Coordinate Ambulance Care Assistants and Advanced PTS teams when liaising with customers to ensure an excellent service is offered and delivered.
* To ensure vehicle utilisation is managed to the highest levels whilst managing costs and KPIs to ensure the best possible service is delivered to patients, Hospital Trusts and the
* Integrated Care Board (ICB).
* Continual analysis of data and functions to recommend business best practice.
* Administration and record keeping is kept to a high standard.
* Ensure the contracted service is delivered on a timely basis to the required standard in line with policies and procedures and KPIs
* Provide additional escalated support and advice to Ambulance Care Assistants and Emergency Medical Technicians and other matters
* Review compiled shift rosters from the on site controllers, ensuring relevant cover and efficiency throughout the year
* Follow all appropriate safety procedures and report any potential hazards or possible misuse of the service to the relevant local SDM
* To accurately record and update information on the appropriate electronic systems (Microsoft systems, ie Word, Excel and Cleric)
* Efficient information/data support service provided to BIM and Ops Directors for each PTS region
About You
Working as part of a small and dynamic Governance team, we are looking for a tenacious, enthusiastic person with a can-do attitude to work across the Patient Transport Contract.
The successful candidate will need to demonstrate previous experience within a Fleet Planning or Scheduling environment. You must have excellent people and communication skills, a high level of attention to detail along with strong problem-solving skills. You must have the ability to embrace complexity, be a part of a busy and fast paced environment and be flexible and adaptable to deal with ever-changing scenarios.
It is essential that you are a dynamic and engaging individual who shares our ethics and values to deliver a first class service. A great communicator, with excellent IT skills, you will play a pivotal part in helping shape G4S Patient Transport Services for the future.
More About Us
Equality and Diversity is an important part of G4S Patient Transport Services. We actively encourage applications from all backgrounds and are a fully inclusive employer who aims to support all employees to be their true selves. We are happy to discuss any reasonable adjustments for either the role or during the recruitment process.
G4S Patient Transport Services is committed to safeguarding and promoting the wellbeing of children and adults at risk and each employee is expected to support these goals.
At G4S, we understand that our people are our greatest asset and an essential part of our long-term business strategy. As such we are committed to the ongoing professional development and wellbeing of our staff, offering extensive training and progression opportunities and investing in the physical and mental health of our workforce.
Please note that these vacancies are subject to a 3 year checkable history and the strict vetting standards set by G4S.
You must be eligible to work in the UK and must have been resident in the UK for a minimum period of 3 years. You will also need to provide full details of your employment and education history for the last 3 years as part of the security screening process for this role.
Essential
* Previous control / fleet planning / scheduling experience
* Ability to learn new skills quickly
* Excellent communicative and problem solving skills
* Ability to make decision in a fast pace, multi delivery environment
* Level/GCSE in Maths and English
* Excellent customer service skills, with a caring attitude towards patients and an outgoing, friendly manner
* Ability to show empathy and respect
* I.T. Literate (i.e. Microsoft Office Suite)
* Flexible approach to working hours.
* Application of common sense approach
* Able to deal with multiple tasks and prioritise, keeping an eye for detail
* Able to work on own initiative and proactively as well as effectively as part of a team
* Ability to remain calm and professional at all times
* The post holder must not divulge any confidential information to an unauthorised person that they may access during their employment
Desirable
* Knowledge of Patient Transport Services and patient mobility
* Experience of working in confidential environment
* Experience of working against call centre KPIs
* Experience of managing multi drop operations
Why G4S?
G4S Patient Transport Services is one of the UK's largest Non-Emergency Patient Transport providers, carrying out over 50,000 journeys on behalf of the NHS every year. With 12 operational bases across the UK and a dedicated call centre, we employ over 720 members of staff to deliver safe, caring, high-quality patient transport.
At G4S, we understand that our people are our greatest asset and an essential part of our long-term business strategy. As such we are committed to the ongoing professional development and wellbeing of our staff, offering extensive training and progression opportunities and investing in the physical and mental health of our workforce.