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We have a fantastic opportunity for a Control Room Manager to join our team based in the Banbury/Bicester area, Oxfordshire.

The Control Room Manager is responsible to lead the “day to day” operational delivery in support of EMED goals, with a clear focus on performance delivery and clinical quality of all frontline patient transport services. Ensuring all quality and governance requirements meet objectives and performance targets. The role is fundamental to the delivery of exceptional service. Providing inspired leadership, developing and guiding the team. Improving performance through strategic decision making.

Working as Control Room Manager you will be managing a team in a busy and challenging environment, including shift patterns, line management responsibility and communication with the back-office functions. You will ensure that the Control Room activities are monitored closely.

You must be able to demonstrate great customer focus and the ability to view problems and solutions from a customer perspective. In addition, you will be a self-managing and innovative thinker with a strong eye for detail, confidence in presenting ideas to others and proven ability to gain buy-in at all levels. You will have previous experience leading a call centre team, a thorough understanding of a call centre operation and proven ability to use a variety of IT systems (Microsoft Office essential)..

What benefits can you expect?

* £36,400 per annum

* Life Assurance – providing colleagues and their family financial peace of mind and protection to the value of £5,000.

* 24/7 online/telephone GP Consultation and access to prescriptions.

* 2nd opinion medical support following diagnosis or where a colleague is on a treatment pathway.

* Cash-plan benefits, providing colleagues the option of protecting themselves in case of illness and recuperation, including dental, optical, chiropody.

* Access to mental health consultations.

* Access to physiotherapy consultations.

* Access to legal advice on domestic issues e.g. motoring offences, wills and probate, and personal injury.

* Financial guidance re retirement planning, tax savings and state benefits.

* Long Service Recognition Scheme – recognising colleagues for their continued service after 5 years and at 5-year intervals with an increase in annual leave.

* Values-based Internal Recognition Scheme with financial reward, which will lead to an annual recognition event.

* Refer a Friend recruitment incentive scheme with financial rewards.

* The EMED foundation, to provide support to colleagues and our local communities.

* Paid holiday entitlement.

* Pension Scheme.

* Blue Light Card.

* Uniform provided.

* EAP (Employee Assistance Programme) to support a range of health and wellbeing requirements.

* Flu vaccination (through an internal campaign in Autumn/Winter).

Role Responsibilities

Business performance and service delivery – Deliver excellent customer service while maximising revenue opportunities to protect P&L. Ensuring that the team have the required knowledge, skills and capabilities to deliver services in accordance with operational guidelines and legislation. Embed and utilise effective and efficient business performance management tools across the area to engage all members of the team in taking personal accountability for the success of the business. Ensure there are solid business continuity plans in place to ensure timely, effective, and efficient operational plans to respond to emergencies, including the preparation of plans and ad hoc arrangements. There may be a requirement to deputise for the Senior Operations Manager when they are absent from the business.

KPIs – Manage and embed Key Performance Indicators (KPIs) to fully support the delivery of effective service on a day-to-day basis, to include balancing the delivery of contractual KPIs against the realities of the current operational environment. Identify opportunities to improve performance outputs through increased logistical efficiencies. Working alongside the Senior Operations Manager to develop operational plans to improve performance standards ensuring these are embedded within the operation. Create and own well thought out, costed and measurable business plans to address pressure points in the operational environment where necessary. Previous experience with in-depth knowledge and understanding of data analysis to drive operational efficiency.

Relationship Management – Develop strong and lasting relationships with stakeholders from Clinical Commissioning Groups, Acute Hospital Trusts, Community Health, Mental Health Partnerships, and Primary Care.

Clinical Quality and Governance – Monitor Governance and Quality requirements ensuring these are adhered to by all staff, while remaining compliant with national standards. H&S practice ensuring continuous provisions for operational excellence in line with established standards, guidance and training. Actively promote positive reporting behaviours and a continuous improvement mentality. Ensure all aspects and contract compliance, including quality standards Clinical Governance, Health and Safety, Information Governance and Data Protection is understood and consistently applied. Uphold, safeguard, and promote the reputation and values of the organisation throughout all internal and external business relationships. Actively serve as an ambassador for Diversity, always promote and implement the company’s Diversity Policy.

Budgets – Working with the Senior team to maximise revenue, cost and margin performance across contract. Work closely with senior team and key stakeholders to ensure timely delivery of additional revenue opportunities. Identify cost saving opportunities within the operations without impacting the health and safety of employees and service users. Monitor and control employee absences to ensure regular attendance at work.

People Management – Take full accountability for your employees, their safety and well-being, performance, and development. Manage employees in accordance with existing HR policies, such as discipline and absence processes ensuring personal adherence to policies and procedures. Inspire, motivate, and engage with employees to instil a customer service excellence mentality across the organisation. Ensure all employees have a clear understanding of their roles, responsibilities, and expectations which are aligned to operational success.

Hours and environment – The working week is driven by operational activity and deadlines and while the post holder has the autonomy to manage their own diary, the post holder should expect to have to tailor their hours around the needs of the business.

Person Specification

* A minimum of two years’ experience within a front-line management level role, where you have delivered business improvements or organisational change which has had a demonstrable positive impact on your team, or service delivery.

* KPI driven, with a passion for improving and delivering on targets.

* Previous experience with building successful strategies, both short and long-term.

* Proactive, with excellent problem-solving capabilities.

* Ability to build strong, effective relationships with staff, clients and stakeholders at all levels.

* Excellent communication skills both written & verbal.

* Experience with managing Employee Relations issues in line with policies and procedures.

* Meticulously organised with a proven track record of successfully reaching deadlines.

* Experience with data analysis to improve operational processes.

About Us

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 more than 3000 colleagues across 50 depots. Our ambition is to continue developing 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 equal opportunities and we endeavour to provide an inclusive and safe working culture for all