CONTROL ROOM AND SITE LIAISON MANAGER – PATIENT TRANSPORT SERVICES Chatham, Kent ME5 8RZ £35,000 per annum Full Time, Permanent 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 You will lead, manage and optimise the daily operations of the control Room to ensure seamless coordination of patient journeys. A core aspect of the role is to actively manage the relationship and communication between Controllers and Patient Transport Liaison Officers (PTLOs) across sites. This coordination is critical to meeting KPIs, improving efficiency, enhancing patient experience and delivering high standards of care. Some of the key responsibilities for this role are; Act as the pivotal link between site-based PTLOs and Controllers to ensure aligned understanding of patient movement priorities, logistics challenges, and real-time service updates. Maintain proactive communication and foster a collaborative working environment between PTLOs and Controllers, driving joint accountability for meeting KPIs Allocate and monitor the effective use of transport resources to maximise route efficiency, reduce delays, and ensure patient needs are prioritised appropriately Oversee and evaluate Third Party resource use and Discharge vehicle utilisation, ensuring compliance with contractual and operational standards Monitor and analyse controller performance, resource utilisation, and daily operational data to identify and resolve issues in real time Conduct regular performance reviews and initiate improvements with PTLOs and Controllers to drive quality and efficiency Investigate service failures using data and insight, providing coaching and feedback to prevent recurrence Lead and support control room operations in responding to escalated queries or incidents, ensuring professional resolution and learning Coordinate and liaise with frontline teams to support complex or time sensitive patient journeys About You The successful candidate will need to demonstrate previous experience within a Fleet/Planning/Scheduling environment. As an experienced Manager, it is essential that you are a dynamic and engaging individual who shares our ethics and values to deliver a first class service and is eager to support. Leading by example, we are looking for a highly motivated Manager, with the ability to be resilient, confident with a tenacious can-do attitude. 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. A proven professional with professionalism and integrity, you will play an integral part of the G4S Patient Transport Services Team. What Success Looks Like Controllers and PTLOs operate as a unified team with shared visibility and goals Clear reduction in missed or delayed journeys, with improved patient experience feedback Enhanced KPI delivery through data-informed, team led problem solving Culture of respect, collaboration, and service excellence is evident across operations More About Us Diversity, Equality and Inclusion 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.