East of England Ambulance Service NHS Trust
PTS Control Centre Manager
Key Responsibilities
- Manage and provide leadership in day-to-day activity of the non-emergency Patient Transport Service (PTS) Control Centre in Stevenage.
- Ensure smooth and efficient running of the service and managed contracts.
- Provide support and supervision to Day Controllers and Planners.
- Manage the day-to-day activity of the PTS Control Centre.
- Ensure patient, customer, and staff needs are met.
- Measure performance against key performance indicators (KPIs) and implement improvements.
- Ensure correct staffing levels to deliver quality service in line with service level agreements.
- Manage rota for all PTS Control Centre staff.
- Liaise with relevant Service Delivery Manager to maintain governance procedures according to contractual standards.
- Manage PTS Control Centre complaints procedures.
- Set objectives for colleagues and teams.
- Support staff in fulfilling responsibilities for operational efficiency.
- Manage PTS Control Centre staff performance using KPIs agreed with the Service Delivery Manager.
Skills and Expertise
- Leadership in a PTS Control Centre environment
- KPIs management and improvement
- Staff management and supervision
- Contract management
- Complaint resolution