South Central Ambulance Service NHS Foundation Trust
Job summary
About the Role
As a Contact Centre Team Leader, you will provide day-to-day leadership within our busy Contact Centre. You will manage the delivery of our service against agreed KPIs, ensure excellent patient experience, and support your team to perform at their best.
Are you an experienced, motivated, and supportive leader with a passion for delivering outstanding patient care? We are looking for a Contact Centre Team Leader to join our dynamic Patient Transport Services team at South Central Ambulance Service NHS Foundation Trust (SCAS) in Otterbourne, Winchester.
This is a fantastic opportunity to play a key role in ensuring safe, timely and high-quality transport for patients across our region, while supporting and developing a high-performing team of Dispatchers.
Main duties of the job
Key Responsibilities:
o Ensuring timely patient pick-up and delivery in line with contractual KPIs.
o Monitoring daily demand and capacity and producing Situation Reports.
o Supporting operational problem-solving and complex patient movement needs.
o Line-managing Dispatchers.
o Managing sickness, welfare reviews and performance processes.
o Supporting recruitment, induction and ongoing training.
o Leading team meetings, 1:1s and quality monitoring.
o Managing Datix, complaints and investigations.
o Completing audits, risk assessments and documentation.
o Acting as a role model for SCAS values: Caring, Professionalism, Teamwork and Innovation.
o Deputising for the Contact Centre Manager when required.
o Undertaking operational duties when needed.
Person Specification
Qualifications and Training
Essential
- Degree or proven equivalent people management experience
- Computer qualification, or proven equivalent experience using computer software and/or windows applications including Microsoft Teams, Outlook, Excel and Word
Desirable
- Supervisory experience in a Customer Focused Environment
Knowledge and Experience
Essential
- Experience of Patient or Customer Service focused working
- Experience of working to Key Performance Indicators
- Experience of working with sensitive and/or confidential and some complex Information from all sources relevant to the role.
- Experience of providing Line Management / Support to diverse team across various locations
- Knowledge of task-based risk assessments, undertaking and writing up to support safer working practices
- Knowledge of NHS Patient Transport Service Contact Centres
- Experience of investigating and responding to complaints
Desirable
- Knowledge of the NHS
- Experience of undertaking Environmental checks for Quality purposes
- Previous patient facing or telephony experience in a professional capacity
- Knowledge of the Cleric software (Transport Booking System)
Skills and Aptitudes
Essential
- Time management skills -ability to manage and respond to changing workloads
- Excellent Communication skills: Aurally, Written and Oral.
- Able to accept responsibilities and make decisions for routine and non-routine matters
- Able to participate in programmes of change, both departmentally and on a broader organisational setting, generating ideas and innovative ways of working.
- Able to present information a clear and concise format taking into consideration the media used and special requirements of the recipients
- Adaptable and flexible, meeting the requirements of the role.
Closing Date: 2 August 2026
To apply for this job please visit apps.trac.jobs.