South Central Ambulance Service NHS Foundation Trust
PTS Lead Dispatcher
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About The Role
As a Contact Centre Team Leader, you will provide day-to-day leadership within our busy Contact Centre. You will manage the delivery of our service against agreed KPIs, ensure excellent patient experience, and support your team to perform at their best.
The Dispatch node of the Contact Centre operates between 05:00am until 01:00am 7 days per week, 365 days per year. The Lead Dispatcher will be required to work 37.5 hours per week between the hours of 0700-1500 and 1300-2100 pm Monday to Friday including bank holidays. There may be times that flexibility is required to support operational delivery.
Are you an experienced, motivated, and supportive leader with a passion for delivering outstanding patient care? We are looking for a Contact Centre Team Leader to join our dynamic Patient Transport Services team at South Central Ambulance Service NHS Foundation Trust (SCAS) in Otterbourne, Winchester.
This is a fantastic opportunity to play a key role in ensuring safe, timely and high-quality transport for patients across our region, while supporting and developing a high-performing team of Dispatchers.
Key Responsibilities
- Ensuring timely patient pick-up and delivery in line with contractual KPIs.
- Monitoring daily demand and capacity and producing Situation Reports.
- Supporting operational problem-solving and complex patient movement needs.
- Line-managing Dispatchers.
- Managing sickness, welfare reviews and performance processes.
- Supporting recruitment, induction and ongoing training.
- Leading team meetings, 1:1s and quality monitoring.
- Managing Datix, complaints and investigations.
- Completing audits, risk assessments and documentation.
- Acting as a role model for SCAS values: Caring, Professionalism, Teamwork and Innovation.
- Deputising for the Contact Centre Manager when required.
- Undertaking operational duties when needed.
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Benefits We Offer
- Full training and a range of courses which you can book locally.
- Holiday entitlement of 27 days, rising to 29 days after 5 years’ service and 33 days after 10 years’ service, plus an additional 8 days bank holiday (pro rata for part time).
- Automatic enrolment into the NHS Pension Scheme.
- Access to continual professional development within SCAS and the wider NHS.
- Occupational Health support and direct access to our Employee Assistance Programme as well as our own Health and Wellbeing Team.
- NHS Discounts in over 200 + stores saving money on holidays, days out, car insurance, restaurants, clothing and much more.
- Ability to join our staff networking groups (as a member, ally or just for interest).
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Corporate Induction
It’s really important for us to ensure you have the best onboarding experience which allows you to feel a sense of belonging from the start. To help with this, we will book your Corporate Induction as soon as we possibly can (depending on availability).
All new starters need to attend our *Corporate Induction in person, this is held over one and a half days from our educational centres based in: Newbury (Berkshire), Bicester (Oxfordshire) or Whiteley (Hampshire). More specific details will be sent to you once your start date has been confirmed.
Please note – depending on your role additional training may be required following on from your corporate induction.
For further details / informal visits contact:
- Name: Anna Muncey
- Job title: PTS Contact Centre Manager
- Email address: anna.muncey@scas.nhs.uk
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