Day Controller Chelmsford, Essex £23,000

Day Controller

Location: Chelmsford, Essex |
Salary: £23,000 |
Posted: 25 Feb 2019 |
Closes: 18 Mar 2019 |
Job Type: Permanent & Full-time |
Business Unit: UK Patient Transport Services |
Region / Division: UK & Ireland |
Reference: 7650

Role Responsibility:

Day Controller

Chelmsford, Essex

Full time 


Please note that this role is open to internal applicants only. 

Job Outline: 

  • To ensure the effective and efficient day-to-day operation within the patient transport service by coordinating the distribution of patient journeys with care and respect
  • To work as part of a team alongside planners, help desk agents, Logistics Specialists and other site controllers.

Key performance Indicators:

  • Excellent patient feedback with no customer complaints
  • Deadlines met for production of data and tasks completed
  •  Works well within the team
  •  Efficient information/data support service provided to Contract Manager and Assistant Contract Manager where appropriate
  •  Helpful, pleasant and polite manner to colleagues and customers at all times
  • Demonstrate high level of commitment to the provision of an efficient and effective service
  •  Ability to work to deadlines, at times under considerable pressure, without compromising standards of performance, calm under pressure
  • The post holder must not divulge any confidential information to an unauthorised person that they may access during their employment

Key Responsibilities:

  • Understand patient mobility, special needs and staff rosters to allocate appropriate resource effectively. 
  • To follow the protocols set out for day control to ensure a uniform way of working across the team
  • 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 management team to identify any potential problems.
  • Treat all callers with respect, courtesy and cordiality, whilst obtaining relevant accurate information quickly
  •  Coordinate and provide support to Ambulance Care Assistants and Emergency Medical Technicians and liaise with customers to ensure an excellent service is offered and delivered 
  • To ensure utilisation is managed to the highest levels whilst managing costs to the KPIs set. 
  •  Administration and record keeping is kept to a high standard 
  •  Responsible to report all vehicles are repaired and roadworthy for hire 
  • Promotes a high level of morale, ensuring the team remain customer focused, maintaining integrity at all times
  •  Ensure the contracted service is delivered on a timely basis to the required standard in line with policies and procedures.
  • Organise and allocate resources to optimise service delivery
  •  To attend Back to the Floor days with the crews periodically
  • Deal with any and all matters which arise as first point of contact
  •  Follow all appropriate safety procedures and report any potential hazards or possible misuse of the service to the Logistics Specialist Manage 
  •  Carry out any other duties relevant to the role as directed by your Senior or Logistics Specialist Manager


The Ideal Candidate:


  • Ability to work effectively as part of a team
  •  A strong can do attitude
  •  O Level/GCSE in Maths and English
  • Worked in a fast pace multi delivery environment
  •  Customer focused
  •  Good communicator and problem solving skills with strong time management and ability
  •  I.T. Literate (i.e. Microsoft Office Suite)
  • Flexible approach to working hours.
  •  Application of common sense approach
  •  A caring attitude towards patients and an outgoing, friendly manner, able to show empathy and respect
  • The post holder must be willing to undergo suitable training including Manual Handling, Risk Assessment, Customer Services, client
    induction and first aid.
  •  Able to deal with multiple tasks and prioritise 
  •  Able to work on own initiative and proactively
  • Ability to remain calm and professional at all times
  •  Willing to undertake a  standard DBS check


  • Knowledge of Patient Transport Services 
  •  Experience of working in confidential environment
  • Basic literacy and numeracy are required. Formal qualifications (apart from a full, current UK driving license) are less important than the appropriate manner and attitude to patients, clients and collegues
  • Geographical knowledge of the local area to be worked within
  • Logistical experience in the hire industry or formal logistics qualifications (NVQ/Other)
  • Health and safety

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