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About the Role

This role provides hands-on, reactive management of the workforce during deployment and while mobile across London. Responsibilities include coordinating vehicle and equipment assignments, ensuring deployment wave quality and compliance, and facilitating timely station deployment. The manager will conduct on-the-job assessments and audits at Imperial Hospital Sites, addressing non-compliance and poor behaviors. Reactive support to Control and Hospital Site teams involves resolving on-site situations and unreasonable refusals. The role acts as a conduit between operational staff and the Control team, seeking business-focused resolutions, and involves proactive engagement with the workforce to address non-conforming behavior and align staff with Group values.

Responsibilities

Manage designated deployment waves, including monitoring and managing vehicle, equipment, and stock allocations.
Ensure timely deployment waves in line with business deployment targets.
Inform frontline staff of their vehicle allocations.
Record on-the-day or short notice absences in the WFP tool and escalate vehicle or staff amendments to the Control team.
Deploy on frontline shifts when operationally required.
Oversee frontline employee deployment and deputise for the Operations Assistant when operationally required.
Ensure VDIs are completed prior to deployment, achieving a 95% completion rate, and track and analyse completion rates.
Manage and execute the operational compliance audit framework, addressing non-conformance and issuing immediate corrective actions.
Supervise and ensure colleagues follow training and Safe Systems of Work, adhering to Health & Safety policies at all times.
Review and analyse employee performance data, including delivery service windows, first run performance, and deployment timeliness, to identify trends and areas for improvement.
Create and implement action plans to drive performance and operational improvements.
Assist in investigation meetings and disciplinary proceedings as required to support the Operations Assistant.
Effectively manage on-the-spot negative end-of-shift behaviours linked to refusal of reasonable requests.
Act as the initial point of escalation for the Control, Renal, and Hospital Site Managers regarding any operational challenges.
Welcome and facilitate the onboarding of new colleagues, ensuring they integrate into their roles effectively.
Assist in developing the workplace culture by using formal and informal tools to recognize employees.
Contribute to the development of SOPs to streamline processes and procedures.
Maintain a mobile and reactive onsite presence on behalf of CAS for the duration of your shift following the deployment wave.
Conduct on-the-job assessments and audits of operational compliance.
Effectively manage non-compliance among all operational staff.
Address poor behaviours immediately and conduct on-the-day investigations for repeat non-conformance and breaches of compliance standards.
Provide reactive support to the Control and Hospital Site teams, addressing unreasonable refusals of journeys and managing on-site situations to achieve resolution.
Compile an evidence pack for an on-the-day investigation when immediate resolution is not possible.
Act as the conduit between operational staff and the Control team, seeking business-focused resolutions.
Proactively engage with the workforce in a professional manner, promptly addressing non-conforming behaviour.
Implement and manage all operational staff in alignment with Group values.

Requirements

Hold a full UK manual driving licence with a minimum of 1 year driving experience and no more than 6 points.
Experience of first line management, mentoring and supervision.
Ability of working to KPIs.
Excellent verbal and written communication skills.
Ability to work within a multi-professional team.
IT skills (databases and Microsoft Office).
Demonstrate high levels of emotional intelligence.
Knowledge of medical terminology.
Experience of dealing with difficult and challenging situations.
Ability to listen and document feedback concisely and without bias.
Excellent time management and organisational skills.
Able to work under pressure and cope with change and conflicting priorities.
Willingness to travel across regions.
Model professional behaviours.
Engaging and positive personality.
Responsible for own personal and professional development, including statutory and mandatory training and continuous professional development.
Attend and actively participate in Company refresher training as required.
Ensure that statutory regulations and organisational policies and procedures are always implemented and adhered to.
Demonstrate commitment to the Company’s values and display high standards of integrity and professionalism towards patients, public, customers and colleagues.
Act as the example of best practice to all staff in respect to personal appearance, conduct, and behaviours.

Skills

Verbal communication
Written communication
IT skills (databases)
IT skills (Microsoft Office)
Emotional intelligence
Medical terminology knowledge
Concise documentation
Bias-free feedback documentation
Time management
Organizational skills
Pressure management
Change management
Conflict resolution
Professionalism
Engagement
Positive attitude
Caring
Compassion

Location

Wembley
Imperial Site
London
Imperial Hospital Site
Across regions

Work Type

Full-time
Onsite
45 hours per week
Monday-Friday (13:30-23:30)
1 Saturday every 4 weeks

Experience Level

First line management experience
Mentoring experience
Supervision experience
Previous experience within the role is desirable
Minimum of 1 year driving experience
First line management working in a health care setting (desirable)
Experience of incident management and investigation (desirable)

Education Level

ICT/ACA/ECA/Paramedic qualified (or equivalent)
Chartered Managers Institute Level 3 First Line Management Qualification (or equivalent)

Salary/Compensations

£37,000 per year

Benefits

Rewarding career
Long service awards
Uniform provided
Flu vaccination
Comprehensive Training and Induction Programme
Pension scheme
Enhanced DBS Check (company paid)
Blue Light Discount Card eligibility
Cycle to Work Scheme
Equality, Diversity and Inclusion group membership
Employee Assistance Programme (24/7 confidential advice and guidance on counselling, medical information, family issues, relationship advice, stress, anxiety, financial wellbeing, legal information)
On-site parking

About the Company

Community Ambulance Service is part of the Ambulnz UK Group.
We have over 14 operational bases across England and Wales.
Over 800 employees who are providing essential support to the NHS and hospital Trusts.
Across our sites we provide patient transport services, secure mental health patient transport, urgent and emergency care.
We are proud to be an established private ambulance provider with a deeply rooted history.

Equal Opportunity

We are committed to equal opportunities and welcome applications from all sections of the community, regardless of any protected characteristics.
Reasonable adjustments will be made for disabled applicants where required.
Ambulnz Community Partners is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment and promote safeguarding by implementing our policies and procedures, acting promptly on concerns, communicating effectively and sharing information appropriately.
If successful, this vacancy will require an enhanced DBS check.
It is a criminal offence to apply for a role in a regulated activity if you are barred from doing so.