Transport Controller / Planner

• Check and plan daily and future bookings within the Cleric controlling system, ensuring resourcing is correct and all sub-contractor, taxi and volunteers are informed where applicable and that each journey is scheduled within contracted time windows.
• The main focus of the role will be the dispatch and management of the operational crews to ensure timely and efficient collection and delivery of patients between destinations and achieving contractual targets including on-time arrivals for appointments and return journeys within agreed times. You will match demand to capacity in real time, allocating the right vehicle and the right crew skill mix to each patient journey.
• To receive in an accurate, effective and polite manner, requests for patient transport and queries regarding ambulance journeys, ensuring compliance with relevant service procedures and standing orders.
• Undertake general clerical duties including but not exclusive checking booking lists, data input, completing ad-hoc forms/invoices as necessary.
• Maintain accurate and up to date patient records. Ensure good housekeeping within the main operating system.
• Maintaining and enhancing the performance and quality of service offered to patients and customers.
• Dealing promptly, professionally, and efficiently with all internal and external telephone calls received, taking appropriate action using your own initiative where required.
• Liaising with other agencies such as GPs, Nursing Homes, Hospital Clinics and Wards.
• 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.

Successful candidates will have:

• Experience of working in a regulated, complex, time-critical operational environment.
• Desirable experience of working in logistics, control, route planning or analytical roles.
• Desirable experience 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.
• Commitment to delivering a high-quality, customer-focused service.
• Excellent communication skills, both written and verbal, with proven ability to engage at all levels within an organisation.
• Strong problem-solving skills.
• Meticulous attention to detail.
• Excellent organisational skills with proven ability to multi-task and prioritise as required.
• Ability to stay calm under pressure and use initiative.

The exciting merger of ERS Medical and E-Zec Medical has enabled us to rebrand, therefore as a combined business we are now known as EMED Group.

We are the largest Patient Transport and Care Partner to the NHS with circa 4,000 colleagues across 60 depots.

Our ambition is to continue developing patient care transport services that improve the health and wellbeing for people across our local communities by providing transport that supports patient care, community support, secure mental health and medical courier services.

EMED Group are committed to providing services for our patients, service users, clients, and community and is supported by employees with an increasing variety of backgrounds.

To do this effectively it is essential that we promote equality and embrace diversity and inclusion and treat all of our employees, patients, service users and clients with dignity and respect.

EMED Group is committed to encouraging equality, diversity and inclusion among our workforce, and eliminating unlawful discrimination, with our aim being to be truly representative of all sections of society and our clients, and for each employee to feel respected, valued and able to give their best.

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