Control Centre Team Leader

Role Overview

We have a fantastic opportunity for a Control Centre Team Leader to join our team based in Wellington, Somerset.

Leading the Somerset Dispatch Team and call centre, the Team Leader will provide leadership and accountability for the efficient planning, booking and dispatch service for non-emergency patient transport (NEPTS) across Somerset.

The post holder will support the CCO Ops Manager with the coordination and management of the end-to-end patient transport pathway. This will include the line management of the dispatch and planning team, an excellent understanding of the NEPTS contract and excellent communication skills both internally and with external stakeholders.

This is a full-time position working on a rota basis covering shifts between Monday – Saturday. The role also involves a component of on‑call duties, requiring flexibility and a commitment to maintaining service reliability around the clock. (More information will be provided at interview stage.)

• Leading and developing the dispatch and planning team to deliver exceptional service.
• Ensuring compliance with contractual obligations and service standards.
• Facilitating clear and proactive communication with all stakeholders.
• Managing operational challenges with strategic problem‑solving.
• Supporting the continuous improvement of processes to enhance efficiency and patient satisfaction.

• Strong organisational, analytical and problem‑solving skills with proven ability to multi‑task and prioritise workload as required.
• Meticulous attention to detail.
• Strong leader to support the control team whilst managing a challenging contract.
• Confident using Microsoft packages – Excel, Word, Outlook etc.
• Experience of working in a control room, preferably OOH.
• Excellent written and verbal communication skills with proven ability to engage at all levels within the organisation.
• Familiar with working towards targets and KPIs.
• Sociable, approachable and people focused.

• Life Assurance – providing colleagues and their family financial peace of mind and protection to the value of £5,000.
• 24/7 online/telephone GP Consultation and access to prescriptions.
• 2nd opinion medical support following diagnosis or where a colleague is on a treatment pathway.
• Cash‑plan benefits, protecting colleagues against illness and recuperation, including dental, optical, chiropody.
• Access to mental health consultations.
• Access to physiotherapy consultations.
• Access to legal advice on domestic issues e.g. motoring offences, wills and probate, and personal injury.
• Financial guidance re retirement planning, tax savings and state benefits.
• Long Service Recognition Scheme – recognising colleagues for their continued service after 5 years and at 5‑year intervals with an increase in annual leave.
• Values‑based Internal Recognition Scheme with financial reward, leading to an annual recognition event.
• Refer a Friend recruitment incentive scheme with financial rewards.
• The EMED foundation, to provide support to colleagues and our local communities.
• Paid holiday entitlement.
• Pension Scheme.
• Blue Light Card.
• Uniform provided.
• EAP (Employee Assistance Programme) to support a range of health and wellbeing requirements.
• Flu vaccination (through an internal campaign in Autumn/Winter).

Collaborative – we work as one team with a shared purpose to meet the needs of our patients, passengers, colleagues, customers, communities, and the planet.

Agile – We listen, learn, and adapt to improve the business, each other, and ourselves.

Reliable – We do what we say we will do; we take responsibility, and we behave with integrity.

Empowered – We are confident and committed to taking responsibility to deliver the highest quality service.

The exciting merger of ERS Medical and E‑Zec Medical has enabled us to rebrand, therefore as a combined business we are now known as EMED Group. We are the largest Patient Transport and Care Partner to the NHS with circa 4,000 colleagues across 60 depots. Our ambition is to continue developing patient care transport services that improve the health and wellbeing for people across our local…