NEPTS Control Operations Manager

Integrated Care System; Nottingham; On-site; GBP 35,000 - 50,000; Full time

Job summary

Join a leading healthcare service as an NEPTS Control Operations Manager, overseeing a dedicated team to ensure high-quality patient service delivery. In this fast-paced role, you will manage resources, improve operations, and support healthcare partners while maintaining compliance and confidentiality.

Qualifications

• GCSEs in numeracy and literacy
• Supervisory experience or equivalent qualification.
• Experience in a call center environment.

Responsibilities

• Manage day-to-day operations of NEPTS team.
• Ensure resources are efficiently utilized.
• Monitor service delivery performance metrics.

Skills

Staff supervision

Customer care

Data security

Leadership

Education

3 GCSEs grade C or above

Supervisory qualification

Job description

Go back East Midlands Ambulance Service NHS Trust

NEPTS Control Operations Manager

The closing date is 13 July 2025

An exciting opportunity has arisen for an experienced and motivated individual to join our Non-Emergency Patient Transport Service (NEPTS) team as an Operations Managers within the fast paced NEPTS Non-Emergency Operations center (NEOC) at our Trust Headquarters in Nottinghamshire.

Main duties of the job

The role is to support the Performance Delivery Managers to deliver a high-quality service which meets both national and local Key Performance Indicators (KPIs) through the effective and efficient management of NEPTS divisional resources.

The post holder will ensure this is achieved through the management and leadership of staff and resources within the NEPTS team.

You will work in partnership with other EMAS teams to ensure best practice and business continuity across the whole Trust, supporting Healthcare partners in reaching key targets and ensuring the most appropriate level of care is afforded to patients.

Experience

The post holder is accountable to the Performance Delivery Manager for the delivery of the service by providing expert knowledge, skill and leadership. Specifically the core responsibilities are to:

• Supporting the delivery of Contract Performance and response targets ensuring maximum productivity and efficiency of resources.
• Ensure the appropriate resources, including profile of vehicles and equipment, to deliver the NEPTS service.
• Ensure the effective utilisation of people, vehicles and financial resources throughout the division.
• To support the education, training and development needs of the NEPTS Operational team

About us

The NEPTS control room is a fast paced and exciting place to work. We are a small team who look after the provision on NEPTS service across Derbyshire, Northamptonshire and Lincolnshire

Due to the team being small, the atmosphere within the control room is very "can do" with hands on solutions to problems and challenges.

The team and room is always evolving to embrace new technology, systems and process.

Job responsibilities

• Day to day management of a team of control center staff
• Ensure resources are available when required and sickness and absence is covered through rota management for designated team.
• Work with HR to support staff as and when required.
• Monitor and report the efficiency and service delivery performance of the control and planning functions.
• Handle escalated calls within the NEPTS control room from stakeholders and staff
• Provide support on enquires in relation to eligibility
• Act as an NEPTS operational commander in the event of a business continuity or major incident
• Liaise with CCGs to gain authorisation to accept ECJ bookings, completing all required paperwork and input data into Cleric CAD system.
• Liaise with Operations Managers to support the patient flow and service delivery across the health care community.
• Support the management team in implementing policy, procedure, innovation and service improvement plans.
• Monitors compliance with the Trusts policies including patient confidentially.
• Compile data and reports as necessary to the senior leadership team. This will include (but not limited to) KPI compliance, staff issues, investigations and incidents.
• Maintain patient confidentiality and promote within team.
• Ensure the data security of patient identifiable information and staff details within the control room environment.
• Assists the NEPTS Performance Delivery Managers with gathering the relevant information to achieve their establishment objectives.
• Management of PALS enquiries and complaints in partnership with the NEPTS quality team
• Assists with the induction of new staff, advising them on policies and practices within the service as necessary.
• In case of extreme activity will carry out call handling, control and planning duties in relief cover.

Person Specification

Qualifications

• 3 GCSEs of grade C or above or an equivalent numeracy and literacy qualification
• Supervisory qualification or equivalent experience

Personal Attributes

• Shows understanding and ability to maintain patient confidentiality
• Ability to remain calm under pressure
• Displays a courteous and diplomatic approach to customer care.

Experience

• Experience in staff supervision including training and development.
• Experience of working within a call centre enviroment

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 name

East Midlands Ambulance Service NHS Trust