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About the Role

This role involves hands-on, reactive management of the workforce during deployment and while they are mobile across London, coordinating with teams to ensure crews are assigned correctly. You will be responsible for the quality and compliance of your designated deployment wave, monitoring timely deployment, and addressing non-conformance issues. Following deployment, you will conduct on-the-job assessments and audits of operational compliance at Imperial Hospital Sites, including timeliness, IPC compliance, uniform standards, vehicle inspections, and quality of care. You will manage non-compliance, conduct investigations, and provide reactive support to Control and Hospital Site teams, resolving on-site situations and acting as a conduit between operational staff and the Control team.

Responsibilities

Provide hands-on, reactive management of the workforce during deployment and while mobile.
Coordinate with the Vehicle Make Ready Operative (VMRO) team and operational staff.
Ensure crews are assigned to the correct vehicles with the correct equipment.
Be responsible for the quality and compliance of the designated deployment wave.
Liaise with Workforce Planning and the Operations Assistant to understand vehicle allocations.
Ensure compliance with the deployment plan.
Facilitate and monitor timely deployment from the station.
Address on-the-day non-conformance issues.
Conduct on-the-job assessments and audits of operational compliance at Imperial Hospital Sites.
Assess timeliness, IPC compliance, uniform standards, unannounced vehicle inspections, and quality of care.
Effectively manage non-compliance among all operational staff encountered during the shift.
Address poor behaviours immediately.
Conduct on-the-day investigations for repeat non-conformance and breaches of compliance standards.
Provide reactive support to the Control and Hospital Site teams.
Address unreasonable refusals of journeys.
Manage on-site situations to achieve resolution.
Compile evidence packs for on-the-day investigations when immediate resolution is not possible.
Act as the conduit between operational staff and the Control team.
Proactively engage with the workforce in a professional manner.
Promptly address non-conforming behaviour.
Implement and manage all operational staff in alignment with Group values.
Effectively manage designated deployment waves, including monitoring and managing vehicle, equipment, and stock allocations.
Ensure the timeliness of deployment waves in line with business deployment targets.
Inform frontline staff of their vehicle allocations.
Record all on-the-day or short notice absences in the WFP tool.
Escalate any vehicle or staff amendments to the Control team.
Deploy on frontline shifts when operationally required.
Oversee frontline employee deployment.
Deputise for the Operations Assistant when operationally required.
Ensure VDIs are completed prior to deployment, achieving a 95% completion rate.
Track and analyse VDI completion rates.
Manage and execute the operational compliance audit framework.
Address non-conformance and issue immediate corrective actions.
Supervise and ensure colleagues follow training and Safe Systems of Work.
Adhere to Health & Safety policies at all times.
Review and analyse employee performance data.
Create and implement action plans to drive performance and operational improvements.
Assist in investigation meetings and disciplinary proceedings.
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.
Welcome and facilitate the onboarding of new colleagues.
Assist in developing the workplace culture by using formal and informal tools to recognize employees who receive compliments.
Contribute to the development of SOPs.
Maintain a mobile and reactive onsite presence for the duration of your shift following the deployment wave.

Requirements

Hold a full UK manual driving licence with a minimum of 1 year driving experience.
No more than 6 points on your licence.
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.
Previous experience within the role is desirable, but comprehensive training is provided.
Caring and compassionate individuals who will treat patients with dignity and respect.
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.
Act as the example of best practice to all staff in respect to personal appearance, conduct, and behaviours.

Skills

Deployment Management
Operational Compliance
Performance Monitoring
Employee Management
Conduct Management
Culture Development
Onboarding
Support
Communication Skills
IT Skills
Emotional Intelligence
Medical Terminology
Dealing with Difficult Situations
Time Management
Organisational Skills
Working Under Pressure
Coping with Change
Coping with Conflicting Priorities
Professionalism
Positive Attitude
Incident Management
Investigation

Location

Wembley/Imperial Site

Work Type

45 hours per week
Mon-Fri (13:30-23:30)
1 Saturday every 4 weeks
Full-time

Experience Level

First line management experience
Mentoring experience
Supervision experience
Experience of working in a health care setting (desirable)

Education Level

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

Salary/Compensations

£37,000 per year

Benefits

Long service awards
Uniform provided
Flu vaccination
Comprehensive Training and Induction Programme
Pension scheme
Enhanced DBS Check, paid for by the Company
Ability to apply for a Blue Light Discount Card
Cycle to Work Scheme
Ability to join our Equality, Diversity and Inclusion group
Employee Assistance Programme
Company pension
Cycle to work scheme
Free flu jabs
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, and over 800 employees.
We provide patient transport services, secure mental health patient transport, urgent and emergency care.
We are a proud 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.