Control Room Team Leader

will be pivotal in driving operational excellence through effective planning, and dispatch processes, ensuring timely and efficient patient journeys.

Supporting the CCO Operations Manager, you will oversee the end-to-end patient transport pathway, fostering strong relationships with internal teams and external stakeholders.

Your leadership will include line managing the dispatch and planning team, promoting a culture of high performance and continuous improvement.

Other responsibilities include :

• Provide effective first line management to the dispatch and planning team, including day-to-day supervision, coaching, performance monitoring, attendance and conduct management, and early intervention where standards are not met.
• Create a positive, accountable and supportive team culture, ensuring colleagues understand operational priorities, work to agreed KPIs and service standards, and are supported to develop the skills and confidence required to deliver a safe, efficient and patient-focused service
• Ensure compliance with contractual obligations and service standards.
• Facilitating clear and proactive communication with all stakeholders.
• Managing operational challenges with strategic problem-solving.
• Ensuring the team maintain end-to-end journey flow across all control areas through effective liaison with colleagues and site stakeholders, prioritising work and resolving urgent issues as they arise (e.g. late running, cancellations, vehicle issues and capacity constraints), using dynamic re-planning, rapid reallocation of resources and escalation in line with local procedures to minimise KPI impact.
• Supporting the continuous improvement of processes to enhance efficiency and patient satisfaction.
• Completing deep dives into patient activity and support improved process development to continuously improve the service and patient experience.
• Work closely with the local operations team to understand capacity and resource challenges and work collaboratively to resolve day-to-day challenges

• Experience of working in a regulated, complex, time-critical operational environment
• Experience of working in logistics, control, route planning or analytical roles
• Experience of working to time-critical KPIs/service level targets and using operational systems to monitor performance, prioritise work and take corrective action
• Effective communication and interpersonal skills gained from experience of dealing with customers or members of the public and internal customers.
• Strong organisational, analytical and problem-solving skills with proven ability to multi-task and prioritise your workload, as required.
• Proven people management skills, with the ability to motivate, coach and support team members, manage challenging conversations fairly and consistently, and create a positive, accountable and supportive team culture.
• Confidence and experience in managing difficult conversations, such as conduct, attendance, performance and behavioural concerns.
• Ability to create a supportive team culture, encouraging collaboration, ownership and accountability, resilience and continuous improvement.
• Meticulous attention to detail.
• Confident using Microsoft packages – Excel, Word, Outlook etc.
• Sociable, approachable and people focused

EMED Group is an established healthcare logistics provider that enables access to health and social care through our four specialist divisions.

We are one of the largest health and care partners to the NHS with 4,000 colleagues across over 60 bases UK-wide.

EMED Group are committed to providing equal opportunities and we endeavour to provide an inclusive and safe working culture for all.