Controller / Planner

EMED Group; Hailsham; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Pension Scheme

Life Assurance

Blue Light Card

Uniform provided

Job summary

EMED Group in Hailsham is seeking a Controller/Planner to manage high-volume patient transport operations. The role focuses on dispatching crews, allocating the right vehicle type and skill mix, and meeting time-bound KPIs while coordinating with hospitals and subcontractors.

The position is full-time, based in the Hailsham office, with a 37.5 hour week and a rolling 6am–11pm rota including weekends. The hourly rate is £13.71, with a comprehensive benefits package offered.

Qualifications

• Experience in a regulated, time‑critical operational environment is desirable.
• Desirable experience in logistics, control, route planning or analytical roles.
• Experience working to time‑critical KPIs/service levels and using operational systems to monitor performance.

Responsibilities

• Check and plan daily and future bookings within the Cleric controlling system, ensuring resourcing is correct and all sub-contractors, taxi and volunteers are informed where applicable and that each journey is scheduled within contracted time windows.
• Dispatch and manage operational crews to ensure timely and efficient collection and delivery of patients, matching demand to capacity in real time.
• Maintain accurate patient records and ensure good housekeeping within the main operating system.
• Maintain and enhance the performance and quality of service offered to patients and customers.
• Liaise with hospital staff, outsourcing companies and other agencies to minimise KPI impact and resolve issues as they arise.

Skills

Organised

Analytical

Route planning

Logistics

Time management

Communication

Tools

Cleric controlling system

Job description

Controller/Planner

Central Ops – Hailsham

We have a fantastic opportunity for a Controller/Planner to join our team based in Hailsham.

We are looking for organised, analytical individuals with a passion for route planning and logistics. As a Controller/Planner, you will plan and control a high-volume, time-critical transport operation, scheduling booked journeys to meet time-bound KPIs (including on‑time arrivals, turnaround/collection times and timely return home).

The role involves efficiently managing Patient Transport Service (PTS) resources to meet the needs of booked patient journeys, allocating patients to the appropriate vehicle type and the appropriately skilled crew (based on mobility/clinical and safety requirements), as well as collaborating with hospital staff and departments to optimise vehicle and staff utilisation and protect KPI performance throughout the day.

This is a Full time, permanent position. This role is based in-person from our office in Hailsham, working 37.5 hours per week. Hours between 6am and 11pm on a rolling rota with weekends included. Please only apply if you can work these shifts and hours.

£13.71 per hour

Some of the benefits can you expect:

• Life Assurance – providing colleagues and their family financial peace of mind and protection to the value of £5,000.
• Company sick pay covering full salary for 20 days after 2 years’ service.
• 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.
• Hospital cash plan benefits with sickness protection scheme.
• 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.
• Pension Scheme.
• Blue Light Card.
• Uniform provided.
• EAP (Employee Assistance Programme) to support a range of health and wellbeing requirements.

Main Duties

• Check and plan daily and future bookings within the Cleric controlling system, ensuring resourcing is correct and all sub-contractor, taxi and volunteers are informed where applicable and that each journey is scheduled within contracted time windows.
• The main focus of the role will be the dispatch and management of the operational crews to ensure timely and efficient collection and delivery of patients between destinations and achieving contractual targets including on‑time arrivals for appointments and return journeys within agreed times. You will match demand to capacity in real time, allocating the right vehicle and the right crew skill mix to each patient journey.
• Maintain accurate and up to date patient records. Ensure good housekeeping within the main operating system.
• Maintaining and enhancing the performance and quality of service offered to patients and customers.
• Dealing promptly, professionally, and efficiently with all internal and external telephone calls received, taking appropriate action using your own initiative where required.
• Liaising and monitoring EMED Staff and outsourced companies professionally, and efficiently.
• Liaising with other agencies such as Hospital Liaison Officers GPs, Nursing Homes, Hospital Clinics and Wards.
• Maintain end‑to‑end journey flow across all control areas through effective liaison with colleagues and site stakeholders, prioritising work and resolving urgent issues as they arise (e.g. late running, cancellations, vehicle issues and capacity constraints), using dynamic re‑planning, rapid reallocation of resources and escalation in line with local procedures to minimise KPI impact.

Successful candidates will have

• Experience of working in a regulated, complex, time‑critical operational environment.
• Desirable experience of working in logistics, control, route planning or analytical roles.
• Desirable experience working to time‑critical KPIs/service level targets and using operational systems to monitor performance, prioritise work and take corrective action.
• Effective communication and interpersonal skills gained from experience of dealing with customers or members of the public.
• Commitment to delivering a high‑quality, customer‑focused service.
• Excellent communication skills, both written and verbal, with proven ability to engage at all levels within an organisation.
• Strong problem‑solving skills.
• Meticulous attention to detail.
• Excellent organisational skills with proven ability to multi‑task and prioritise as required.
• Ability to stay calm under pressure and use initiative.

Our Values

Collaborative – we work as one team with a shared purpose to meet the needs of our patients, passengers, colleagues, customers, communities, and the planet.
Agile – We listen, learn and adapt to improve the business, each other, and ourselves.
Reliable – We do what we say we will do, we take responsibility and we behave with integrity.
Empowered – We are confident and committed to taking responsibility to deliver the highest quality service.

About Us

EMED Group is an established healthcare logistics provider that enables access to health and social care through our four specialist divisions. We are one of the largest health and care partners to the NHS with 4,000 colleagues across over 60 bases UK-wide.

EMED Group is committed to pro‑actively improving the wellbeing of our communities by providing access to vital health and social care services across the UK.