Job summary An exciting opportunity has become available for an Operations Manager to join our Non-Emergency Patient Transport Services contract for our Cheshire Contract based in Ellesmere Port. The post holder will exercise management of all aspects of Non-Emergency Patient Transport Service provision within the contract provides 24-hours 7 days a week service, covering the geographical area of the contract You will beresponsible for the provision and retention of high quality efficient and cost-effective transport service to Hospitals and departments within the contract. you will be managed remotely and have significant discretion to work within set parameters. Please refer to the job description & person specification for a full list of duties Main duties of the job West Midlands Ambulance Service University NHS Foundation Trust is committed to creating an inclusive, supportive, and accessible workplace for everyone where our colleagues feel empowered to succeed. Each person plays a vital part to ensuring our organisation meets the differing needs of our communities ultimately enabling us to save lives. We acknowledge that a workforce that reflects the communities that it serves provide better patient care and we are therefore looking for self-motivated, enthusiastic people from all backgrounds that care about making a difference to our patients. We are committed to diversity and inclusivity at all levels. We are proud to have maintained Disability Confident Leader status and as part of our commitments to this we guarantee to invite all applicants who meet the essential criteria for a role to attend assessment or interview. If you have a disability or learning difficulty, and prefer to disclose it, please feel free to do so in your application. You can also contact the Recruitment Team via email at recruitmentwmas.nhs.uk if you wish to have a confidential discussion. We use this information, with your permission, to ensure you are fully supported during the recruitment process. The Trust is proud to support our Armed Forces community and have signed up to the Step Into Health initiative. We welcome applications from Armed Forces Veterans and Service leavers. About us If this position involves a regulated activity it will require an Enhanced Disclosure & Barring Service check. The disclosure will, where appropriate to the role, include information against the Independent Safeguarding Authority barred lists for working with children, adults or both Where a Disclosure & Barring Service (DBS) check is required for the post, all applicants are required to cover the cost of the check. The cost of £55.76 for an enhanced check is payable to our online provider at the time that the DBS application is submitted. Upon receipt of your DBS you will then be required to sign up to the DBS online update service. We do endeavour to respond to all candidates on an individual basis. Therefore we do ask for your co-operation and patience whilst the short listing process takes place. After the closing date please ensure you check your emails (including junk mail) regularly as contact is usually made via this method. We are proud to offer flexible working options to support our colleagues to have a greater choice in when, where and how they work. During your interview we will explore this with you and discuss your individual needs and how this could be facilitated for this role to benefit patient experience, service delivery and the work-life balance of colleagues. Date posted 23 January 2025 Pay scheme Agenda for change Band Band 7 Salary £46,148 to £52,809 a year plus the relevant unsocial hours as per section 2 Contract Permanent Working pattern Full-time Reference number C9217-239-24-25 Job locations Ellesmere Port PTS Junction 8 Trade & Business Park Ellesmere Port CH65 3AW Job description Job responsibilities Ensure the efficient delivery of all Non-Emergency Services within the contract area, including the management of resources and development of services to achieve all local, corporate and national targets. Manage all sickness absence, by monitoring on a daily/weekly basis, ensuring staff are appropriately supported, encouraging staff to return to work in a timely fashion and ensuring that the relevant documentation is completed in partnership with the HR Team. Analyse contract levels making judgements on complex matters such as performance and putting in measures to ensure the continual provision of a quality Non-Emergency Patient Transport service. Monitor efficiency by downloading reports using the patient transport database system on a daily basis to avoid financial penalties to the Trust. This involves concentrating on data for up to three hours at one time but is subject to interruptions from staff, patients, hospital departments and other Trust managers. Provide complex statistical data using patient transport database system to the commissioners on a monthly basis. Identify measures to achieve continuous improvement in performance. This will include the review and implementation of rosters and deployment. These areas will reflect operational service delivery and patient flow. Delegated budget-holder for substantial pay and non-pay budget. Ensuring all areas of responsibility are achieved within budget, undertaking appropriate monitoring with Finance managers to achieve this. Responsible for delegated authority for purchases to a limit of £5000. Meet with the commissioners on a monthly basis with Senior Operations Manager to discuss the contract and matters arising. Maintain working relationships with all managers of hospitals and departments within the contract and attend meetings on a bi-monthly basis or earlier if required. Attend multi-disciplinary meetings to discuss local and national NHS pressures e.g. winter demand, flu outbreaks. Liaise with external contractors (taxi firms, private ambulance services, satellite navigation providers) and where necessary set in place third party provider agreements to be monitored on an annual basis. Responsible for the estates, stock levels (including clinical stock) and health and safety matters at Ambulance hubs within the contract. Responsible for management of a large fleet of vehicles ensuring vehicles, equipment and materials are maintained at maximum efficiency and readiness at all times. Undertake a direct line management function for the management team including Performance development Recruitment and selection Disciplinary, grievance and performance management Welfare Team building The setting of SMART individual and team objectives Undertakes an overall management function for all operational staff, which includes NEPTS and HDU Drivers and Control staff totalling over a 100-person headcount. Proactively manage and resolve short-term and long-term sickness absence according to Trust policy and procedures. Responsible for developing a supportive culture which reflects the principles of improving working lives. Deliver sensitive or contentious information, which, may be controversial in terms of content to staff in areas managed. Responsible for aiding and referring appropriate staff welfare issues, in particular those of a major personal nature including bereavement, suicidal and psychological, which could present at any time and are unpredictable. Responsible for the development and implementation of new Non-Emergency Patient Transport service policies, procedures and practises, ensuring good management practise is followed on all occasions. Liaise with Purchasers and Trust Finance Managers in the procurement of new and development of existing business as well as the renewal of the current contract. This also includes new hospital projects i.e. new buildings. Undertakes and/or participates in ad-hoc projects, investigations, disciplinary hearings, etc; following up informal and formal letters of complaint, producing reports, ensuring appropriate actions are taken and submitting suitable response letters for approval by the Chief Executive. Ensures patients needs are central to the Trust and maintain dialogue with patients / patient groups. Deal with patient complaints and concerns on a daily basis by telephone and in person providing advice rather than care on patient transport and health-related matters, as well as their welfare and social needs. Monitor the quality of services ensuring appropriate and timely investigations are conducted into complaints, PALS, incidents and performance issues with the implementation of corrective actions. Provide information and undertake surveys or audits as required. Deputise for Senior Operations Manager at internal and external meetings as required. Responsible for planning, organising and controlling to achieve short/long term objectives e.g. managing the day-to-day contract (short-term) and planning for future hospital moves to take place within a 1-2 year timeframe which will necessitate a change in contractual requirements (long-term). Undertake either Control Centre or operational duties under exceptional circumstances (on average no more than once per year). Liaise with Fleet to ensure that the maintenance and servicing of vehicles are completed within their given time frame and replacements of vehicles are in line with the Trusts policy. Provide reports as requested by the PTS Senior Operations Manager. Line manage all operational staff in the area. Manage and develop staff in accordance with Trust policies e.g. discipline, absence and ensure an open and flexible style matching the styles of the Trust. Work closely with the Commissioners to ensure that service provision meets the needs and expectations of all stakeholders, within financial constraints. Ensure the implementation and delivery of effective reviews to all staff managed in the area, supporting the Personal Development Interviews (PDI) process and ensuring that identified training/development plans are in place. Provide cover for the PTS Senior Operations Manager as and when required. Participate in the on-call rota, providing advice and guidance on the management of issues raised. The post holder will be required to adopt and undertake other duties in line with professional and service developments Job description Job responsibilities Ensure the efficient delivery of all Non-Emergency Services within the contract area, including the management of resources and development of services to achieve all local, corporate and national targets. Manage all sickness absence, by monitoring on a daily/weekly basis, ensuring staff are appropriately supported, encouraging staff to return to work in a timely fashion and ensuring that the relevant documentation is completed in partnership with the HR Team. Analyse contract levels making judgements on complex matters such as performance and putting in measures to ensure the continual provision of a quality Non-Emergency Patient Transport service. Monitor efficiency by downloading reports using the patient transport database system on a daily basis to avoid financial penalties to the Trust. This involves concentrating on data for up to three hours at one time but is subject to interruptions from staff, patients, hospital departments and other Trust managers. Provide complex statistical data using patient transport database system to the commissioners on a monthly basis. Identify measures to achieve continuous improvement in performance. This will include the review and implementation of rosters and deployment. These areas will reflect operational service delivery and patient flow. Delegated budget-holder for substantial pay and non-pay budget. Ensuring all areas of responsibility are achieved within budget, undertaking appropriate monitoring with Finance managers to achieve this. Responsible for delegated authority for purchases to a limit of £5000. Meet with the commissioners on a monthly basis with Senior Operations Manager to discuss the contract and matters arising. Maintain working relationships with all managers of hospitals and departments within the contract and attend meetings on a bi-monthly basis or earlier if required. Attend multi-disciplinary meetings to discuss local and national NHS pressures e.g. winter demand, flu outbreaks. Liaise with external contractors (taxi firms, private ambulance services, satellite navigation providers) and where necessary set in place third party provider agreements to be monitored on an annual basis. Responsible for the estates, stock levels (including clinical stock) and health and safety matters at Ambulance hubs within the contract. Responsible for management of a large fleet of vehicles ensuring vehicles, equipment and materials are maintained at maximum efficiency and readiness at all times. Undertake a direct line management function for the management team including Performance development Recruitment and selection Disciplinary, grievance and performance management Welfare Team building The setting of SMART individual and team objectives Undertakes an overall management function for all operational staff, which includes NEPTS and HDU Drivers and Control staff totalling over a 100-person headcount. Proactively manage and resolve short-term and long-term sickness absence according to Trust policy and procedures. Responsible for developing a supportive culture which reflects the principles of improving working lives. Deliver sensitive or contentious information, which, may be controversial in terms of content to staff in areas managed. Responsible for aiding and referring appropriate staff welfare issues, in particular those of a major personal nature including bereavement, suicidal and psychological, which could present at any time and are unpredictable. Responsible for the development and implementation of new Non-Emergency Patient Transport service policies, procedures and practises, ensuring good management practise is followed on all occasions. Liaise with Purchasers and Trust Finance Managers in the procurement of new and development of existing business as well as the renewal of the current contract. This also includes new hospital projects i.e. new buildings. Undertakes and/or participates in ad-hoc projects, investigations, disciplinary hearings, etc; following up informal and formal letters of complaint, producing reports, ensuring appropriate actions are taken and submitting suitable response letters for approval by the Chief Executive. Ensures patients needs are central to the Trust and maintain dialogue with patients / patient groups. Deal with patient complaints and concerns on a daily basis by telephone and in person providing advice rather than care on patient transport and health-related matters, as well as their welfare and social needs. Monitor the quality of services ensuring appropriate and timely investigations are conducted into complaints, PALS, incidents and performance issues with the implementation of corrective actions. Provide information and undertake surveys or audits as required. Deputise for Senior Operations Manager at internal and external meetings as required. Responsible for planning, organising and controlling to achieve short/long term objectives e.g. managing the day-to-day contract (short-term) and planning for future hospital moves to take place within a 1-2 year timeframe which will necessitate a change in contractual requirements (long-term). Undertake either Control Centre or operational duties under exceptional circumstances (on average no more than once per year). Liaise with Fleet to ensure that the maintenance and servicing of vehicles are completed within their given time frame and replacements of vehicles are in line with the Trusts policy. Provide reports as requested by the PTS Senior Operations Manager. Line manage all operational staff in the area. Manage and develop staff in accordance with Trust policies e.g. discipline, absence and ensure an open and flexible style matching the styles of the Trust. Work closely with the Commissioners to ensure that service provision meets the needs and expectations of all stakeholders, within financial constraints. Ensure the implementation and delivery of effective reviews to all staff managed in the area, supporting the Personal Development Interviews (PDI) process and ensuring that identified training/development plans are in place. Provide cover for the PTS Senior Operations Manager as and when required. Participate in the on-call rota, providing advice and guidance on the management of issues raised. The post holder will be required to adopt and undertake other duties in line with professional and service developments Person Specification Experience Essential Significant and proven Operational and staff management experience Experience of dealing with complaints, disciplinary hearings and staff side issues Knowledge of emergency and contingency planning and risk management. Understanding of Ambulance Service targets. Significant ambulance Service experience in both the Control Centre and as part of a non-urgent operational crew. Supervisor / Management Experience Skills and Knowledge Essential Leadership Skills Ability to persuade and influence with effective verbal & written communication skills; Able to motivate others Analytical skills, ability to interpret complex data and make appropriate decisions based on statistical analysis Ability to write reports and present complex ideas and information to disparate groups including staff Ability to challenge and Manage staff groups as and when required Team player, ability to contribute to business agenda Work closely with staff, understanding their individual motivations Ability to motivate, performance manage and develop teams and individuals Advanced IT and keyboard skills equivalent to RSA level 2/3 Qualifications Essential Good standard of general education Degree or equivalent experience Equivalent to a Masters in a management subject Obtained or working toward General Management qualification Trained in PTS Control Systems Person Specification Experience Essential Significant and proven Operational and staff management experience Experience of dealing with complaints, disciplinary hearings and staff side issues Knowledge of emergency and contingency planning and risk management. Understanding of Ambulance Service targets. Significant ambulance Service experience in both the Control Centre and as part of a non-urgent operational crew. Supervisor / Management Experience Skills and Knowledge Essential Leadership Skills Ability to persuade and influence with effective verbal & written communication skills; Able to motivate others Analytical skills, ability to interpret complex data and make appropriate decisions based on statistical analysis Ability to write reports and present complex ideas and information to disparate groups including staff Ability to challenge and Manage staff groups as and when required Team player, ability to contribute to business agenda Work closely with staff, understanding their individual motivations Ability to motivate, performance manage and develop teams and individuals Advanced IT and keyboard skills equivalent to RSA level 2/3 Qualifications Essential Good standard of general education Degree or equivalent experience Equivalent to a Masters in a management subject Obtained or working toward General Management qualification Trained in PTS Control Systems Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer details Employer name West Midlands Ambulance Service University NHS Foundation Trust Address Ellesmere Port PTS Junction 8 Trade & Business Park Ellesmere Port CH65 3AW Employer's website https://wmas.nhs.uk/careers-staff-room/ (Opens in a new tab)