Deputy Central Operations Manager CM1 2QE £32500.00

Deputy Central Operations Manager

Location: CM1 2QE |
Salary: £32500.00 |
Posted: 25 Jul 2022 |
Closes: 22 Aug 2022 |
Job Type: Full Time and Permanent |
Business Unit: UK Patient Transport Services |
Region / Division: UK & Ireland |
Reference: 12167

Role Responsibility:


Deputy Central Operations Manager

Chelmsford - CM1 2QE

£32,500.00 per annum

Full Time - 42.5 hours per week 

Monday to Sunday - 5 out of 7 days


G4S Patient Transport Services are actively seeking to recruit a Deputy Central Operations Manager to join their team in Chelmsford.


As the Deputy Central Operations Manager you will work closely with the Logistics Specialist Team by monitoring the overall control of multiple contracts to ensure effective and efficient day-to-day operations within the patient transport service by coordinating the distribution of patient journey’s with care and respect for multiple sites. 


Key Responsibilities will include:


  • Understanding patient mobility, special needs and staff rosters to allocate appropriate resources effectively

  • Ability to work to deadlines

  • Ability to manage the day control team and delegate appropriately as and when required

  • To conduct EDR’s, Return to Works and 1-2-1 meetings with the teams

  • To manage the out of hours manager and work with the out of hours team where required to provide support across out of hours shifts if necessary.

  • Maximise efficiency in order to utilise the resource available across all contracts with regards to the above

  • Assist in the planning of the shift rosters, ensuring relevant cover throughout the year

  • Through regular reviews, listen to your staffs views on services improvements and opportunities

  • Make clear and concise decisions, at short notice on occasions, without referral to a higher authority but always in line with the protocols set out by the control centre senior management team.

  • Complaints management and investigation – lessons learnt and implementation of improvements

  • Manage and approve cost and deploy third party resource (budget dependant on Ops Directors for region) 

  • Provide support to onsite controllers for complex, difficult long distance journeys

  • Monitor the performance of onsite day controllers to provide support for potential failures to KPI's

  • Supporting the helpdesk 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

  • Treat all callers with respect, courtesy and cordiality, whilst obtaining relevant accurate information quickly

  • Coordinate 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

  • Continual analysis of data and functions to recommend business best practice

  • Promotes a high level of morale, ensuring the teams remain customer focussed maintaining integrity at all times

  • Organise and allocate resources to optimise service delivery across multi sites

  • 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

  • Carry out any other duties relevant to the role as directed by the SOM

  • To accurately record and update information on the appropriate electronic systems  Cleric, Google and Microsoft systems ie Word and Excel 

  • Follow G4S policies and procedures at all times, adhering to legislation and best practice.

  • Actively supports  training requirements as identified in conjunction with Line Manager

  • Efficient information/data support service provided to BIM and Ops Directors for each  PTS region 

  • To lead your immediate team and be a point of contact for other teams within the control room

  • To actively seek solutions and  look to resolve day to day issues 

  • To assist with rotas, annual leave and shift cover

The Ideal Candidate:


Essential Criteria

  • 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.

  • 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

  • Able to motivate and drive a team to meet key metrics

  • 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 Criteria:

  • Knowledge of Patient Transport Services and patient mobility 

  • Logical concise thinker

  • Experience of working in confidential environment

  • Experience of working against call centre KPIs

  • Experience of managing multi drop operations



  • Company pension scheme with employer contributions

  • G4S Life Assurance Scheme

  • Subsidised healthcare plan

  • Charity work- Match-IT and Payroll Giving

  • Employee Assistance Programme Scheme (Confidential Counselling Services, 24/7 support specialising in health and medical topics )

  • Refer A Friend Scheme

  • Discounts on high street shops and brands including several leading high street brands, retailers and travel suppliers


Covid vaccinations are preferred


This role requires the ability to work with vulnerable, frail people, with the need for medical treatment at hospitals in a caring and compassionate way. Because we are dealing with the vulnerable in a patient care environment, a full enhanced DBS check is required.


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