Patient Transport Control Room Manager

Bears Pts; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Company Pension Scheme

Access to company gym

Clearly defined progression paths with

training and support

E-car scheme (Salary sacrifice/subject

Job summary

BEARS, based in London, is seeking a Patient Transport Control Room Manager to lead the NEPTS Control Room and its resources. You will manage the control team, coordinate transport operations, and ensure safe, compassionate patient transport with strong governance and performance reporting.

The role emphasises data-driven planning, system proficiency, and clear stakeholder communication to continually improve service delivery for patients and healthcare partners.

Qualifications

• Experience in managing a control/operations team.

Responsibilities

• Oversee the day-to-day running of the NEPTS Control Room and coordinate transport resources to deliver a safe, efficient service.
• Lead and manage the Control Team, including 24/7 rostering, welfare, development and adherence to Safety, Comfort and Care values.
• Ensure all bookings and communications meet eligibility and contractual requirements; resolve compliance risks with the wider management teams.
• Analyse operational data and KPIs to produce management reports and support planning and service improvements.
• Act as super user for booking and operational systems; ensure staff training and system competence.
• Maintain clear, timely communication between the Control Room, operations teams, patients and external stakeholders.
• Investigate complaints and incidents, escalating risks and implementing corrective actions.
• Support major incidents and service disruptions with governance and business continuity procedures.
• Use data and feedback to continuously improve service quality and patient care.

Job description

The Patient Transport Control Room Manager will be responsible for the effective day-to-day management, performance and development of the NEPTS Control Team, acting as a key point of contact for patients, Trust service users, carers, healthcare professionals, operational teams and other stakeholders.

Responsibilities

• Oversee the day-to-day running of the NEPTS Control Room, monitoring live operations and coordinating transport resources to deliver a safe, efficient and resilient service.
• Lead and manage the Control Team, overseeing performance, welfare, development and 24/7 rostering in line with our Safety, Comfort and Care values.
• Ensure every patient and service user receives a professional, compassionate service, with enquiries resolved promptly and feedback used to drive improvement.
• Ensure all bookings and communications meet NEPTS eligibility and contractual requirements, resolving compliance risks with the wider management teams.
• Analyse operational data and KPIs to produce accurate management reports and inform planning, resourcing and service improvements.
• Act as super user for booking and operational systems, supporting upgrades and ensuring staff are trained and competent in all technologies.
• Maintain clear, timely communication between the Control Room, operational teams, patients, healthcare professionals and external stakeholders.
• Investigate complaints, incidents and operational concerns, escalating risks and ensuring learning and corrective actions are implemented.
• Support the response to major incidents and service disruption, ensuring escalation, business continuity and governance procedures are followed.
• Use data, feedback and operational insight to continuously improve the quality, efficiency and resilience of the service, keeping patient care at the centre.

About us

BEARS is seeking an experienced Business Intelligence Control Team Manager to lead our planning and resource allocation operations. We provide patient transport services across London and nationwide, working with NHS Trusts and private healthcare providers. Our BI team is crucial to maintaining operational efficiency and service quality.

• Company Pension Scheme
• Access to company gym
• Clearly defined progression paths with training and support
• E-car scheme (Salary sacrifice/subject to eligibility)