Emergency Medical Advisor Team Leader - EOC Bracebridge Heath

East Midlands Ambulance Service NHS Trust; Lincoln; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Flexible working patterns

27–33 days holiday

NHS Pension Scheme

Uniform provided

In-house education/training

Job summary

East Midlands Ambulance Service NHS Trust is seeking an Emergency Medical Advisor Team Leader for the EOC in Lincoln. The role oversees one of five EMA teams, supporting 999 call handling, ensuring timely responses, and leading on shift operations within a 24/7 framework.

You will mentor EMA staff, drive performance, and collaborate with Workforce Managers to deliver high-quality emergency dispatch services across the region.

Qualifications

• Experience coaching staff
• Minimum 2 years experience working in a Control Room Centre
• Current NHS Pathways coaching and mentoring qualification
• A Level education or equivalent
• Proven ability to manage performance and develop staff

Responsibilities

• Lead EMA team on shift and be visible within EOC
• Manage deployment, supervision and mentoring of EMA staff
• Monitor performance against KPIs and escalate with Workforce Manager
• Handle 999 call routing when demand requires and provide non-clinical advice
• Work with internal and external stakeholders to improve service delivery
• Ensure adherence to policies and professional conduct

Skills

Leadership

Coaching

Control room experience

NHS Pathways coaching

Mentoring

Education

A level education or equivalent

Tools

CAD

Job description

Emergency Medical Advisor Team Leader - EOC Bracebridge Heath

NHS AfC: Band 5

Main area Emergency Control Room Grade NHS AfC: Band 5 Contract Permanent Hours Full time - 37.5 hours per week (24/7 shift pattern) Job ref 335-A-2135

Site East Midlands Ambulance Service NHS Trust Lincolnshire Emergency Operations Centre Town Lincoln Salary £32,073 - £39,043 per annum Salary period Yearly Closing 15/11/2026 23:59

We are East Midlands Ambulance Service (EMAS), an organisation focused on delivering a high standard of emergency and urgent care to our patients across the region.

The East Midlands Ambulance Service NHS Trust (EMAS) provides Emergency, Urgent and Non-Emergency pre-hospital care and transport across six counties (Derbyshire, Nottinghamshire, Lincolnshire, Leicestershire & Rutland and Northamptonshire).

Job overview

As an Emergency Medical Advisor (EMA) Team Leader, you will support our EMAs on a daily basis. You will be responsible for one of 5 teams, and on shift support, you will be responsible for 999 call pick up, ensuring our patients are having their calls answered in a timely manner. You will be managing the performance of our EMAs, linking in with the Workforce Managers to ensure we are offering the best level of support.

As a EMA Team Leader, you will also answer 999 calls when demand requires and be operating the non-clinical hunt line, where you will be providing non-clinical advise on emergency calls and working with our clinical team to raise appropriate calls.

EMA Team Leader, will also work with the Workforce Manager to help develop EMAs and guide them through probation and mentoring. This includes assisting with people management at times.

Main duties of the job

As an Emergency Operations Centre (EOC) we have committed to recruit a approximately 240 Emergency Medical Advisers, across both EOCs. The EMA Team Leader, will be responsible for shift leadership whilst on duty.

The position requires the successful applicant to work within a professional environment which delivers a 24 hours service, 365 days a year. You would be required to work a 10 week rota pattern covering core shifts 24/7 with an element of unsocial hours. The standard shift times are 0600hrs till 1800hrs and 1800hrs till 0600hrs.

The Team Leader is responsible for managing a team of emergency call takers within a busy Emergency Operations Centre ensuring calls are handled professionally & effectively delivering high customer service to our service users across the East Midlands & working closely with colleagues based at our Headquarters in Nottingham & external agencies.

The role requires the competence to manage teams of emergency call handlers through key performance indicators, sickness management, appraisal system, one to one discussions, statutory & mandatory training & professional conduct plus other elements relevant to the management position.

The EMA Team Leader is required to work closely with the management structure within the EOC & will report to the Workforce Manager.
Full training will be provided through a mentoring process to ensure competency levels are achieved & will be monitored with support of line management.

Working for our organisation

Working for us not only provides job satisfaction of knowing that what you do makes a real difference to our patients, but we offer a rangeof other great benefits too. We offer:

• Flexible approach to working patterns, we understand the importance of a work life balance and have a wide selection of rotas for part-time and full-time staff
• Holiday entitlement of 27 days rising to 29 days after 5 years and 33 days after 10 years, plus public bank holiday entitlement (pro rata for part time).
• Pay enhancements for out of hours, shift and overtime working, career and salary progression and annual personal development review.
• We are a uniformed service and uniform will be provided.
• Expert training and support from our dedicated in-house education team.
• Enrolment into the NHS Pension Scheme.
• Occupational Health support along with an Employee Assistance Programme
• NHS Discounts in over 200+ stores including Holidays, Days out, Car insurance, Restaurants and Clothing.
• An exceptional place to work to provide high-quality emergency care to save lives and make a difference to people with life-threatening illnesses or injuries.
• A first-class employer, promoting equality, diversity and inclusion of our employees.

Detailed job description and main responsibilities

Demonstrates strong leadership skills and is highly visible within the EOC, maintaining a strategic focus within shift operating times and an awareness of local and regional activity/incidents that may impact on EOC performance.

The deployment, motivation, supervision of EMA function, under the direction of the EOC Duty Commander and with close liaison with other Operational Managers. Assist in delivery of the core service and achieving key performance targets and implement remedial action plans to address performance shortfalls. To ensure all policies and procedures aligned to EOC are adhered to and where appropriate provide feedback for service improvement.

Work within Key Performance Indicators to monitor and review Call performance. Monitor, manage and support EMAs on Key Performance Indicators and work with the EOC Workforce manager to help EMAs achieve these.

Works proactively across team/functional boundaries to ensure service provision is effective and efficient. Sets clear objectives/performance measures to support and build an effective team. Liaising with multi agencies in provision of information requests in a timely manner.

The duties and responsibilities of the post will be undertaken in accordance with the policies, procedures and practices of the Trust, which may be amended from time to time.

Patient Safety is a key priority for the Trust. It is your responsibility to ensure that you are fully compliant with EMAS policies and procedures in respect of patient safety, for example Risk Management, Infection Prevention and Control, Safeguarding children and vulnerable adults.

This job description is not intended to be an exhaustive list of duties and responsibilities, but to give an indication of the main areas of activity and involvement

Person specification

Evidenced

• Knowledge and understanding of CAD
• Previous experience of managing/supervising or Coaching Staff
• Proven experience of dealing with complex issues
• Experience of working under pressure
• Drive and enthusiasm to improve and develop services
• Able to work as a team and on own initiative
• Current NHS Pathways coaching and mentoring qualification
• Experience in coaching and mentoring
• Minimum 2 years experience working in a Control Room Centre
• A level Education or equivalent
• Proven track record of high compliant audits when taking 999 calls

The East Midlands has a lot to offer:

Making a Difference

Action Packed Roles

Support and Belonging

Accessibility

If you have any accessibility requirements at any point during the recruitment process, then please contact the recruiting manager.

If you haven’t heard back from us within eight weeks of the closing date please consider your application unsuccessful.

Due to the high volume of applications received we are unable to provide updates on the progress of applications and only successful candidates at shortlisting stage will be contacted, regrettably feedback will not be provided. If you are unsuccessful at this stage please refer back to the job description, person specification and advertised requirements for ways to improve your future applications.

Internal candidates applying for vacancies must have completed their probationary period (stated within your contract) at point of application.

East Midlands Ambulance Service NHS Trust is an equal opportunities and Disability Confident employer,committed to ensuring equality of opportunity. We actively encourage interest from across our diverse communities. Black and Minority Ethnic staff are currently under-represented within our workforce, and we welcome applications from within these communities.

We are keen to promote a positive work-life balance. We recognise the importance of being able to spend quality time with family and friends and to engage in your own personal interests outside of work, which alongside work helps us to lead healthy and fulfilling lives. We are committed to embedding the NHS People Promise to support colleagues to work flexibly in a way that works for our patients, for us and for you. Many of our staff already work flexibly in many different ways, including job share, part-time or other flexible working patterns. Please talk openly to us at interview about flexible working opportunities. In addition, if a role is advertised as home based, we remain committed to supporting flexibility around workplace locations, so please talk to us about the options available to you. If it works for our service, we will do our best to make it work for you.

At EMAS we believe that our culture should be built upon our core values and that our behaviour should reflect these. Our values – respect, integrity, contribution, teamwork and compassion - underpin everything we do – how we deliver our services and how we work with each other. We believe that it’s our people who make EMAS what it is.

Our Vision -Respondingto patient needs in the right way,developingour organisation to become outstanding for patients and staff, andcollaboratingto improve wider healthcare.

Please note we reserve the right to withdraw this vacancy if an internal member of staff on our redeployment register expresses an interest and is successful for this vacancy, or if a sufficient number of applications is received.

Please be aware if you are applying for a Frontline role, an Enhanced DBS clearance check will be required, and depending on the nature of other non-patient facing roles this check may also be required if offered a position with EMAS (Al l spent and unspent convictions must declared).

If you are not part of the update service, you will be liable for the payment and this will be deducted from your first months’ salary. The current cost of an enhanced DBS check is £46.88.

Employer certification / accreditation badges

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.