South Central Ambulance Service NHS Foundation Trust

Operational Support Desk Logistics Coordinator - BANK

The closing date is 01 June 2025

Job summary

Logistics Coordinators work as part of a team to provide an effective and efficient support desk service to frontline operations, management and other internal and external stakeholders. Logistics Coordinators are required to work in partnership with other departments to ensure the provision of fully operational frontline resources across the Trust and for contractual events, adhering to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) as outlined in liaison with Scheduling & Planning and South Central Fleet Services.

Main duties of the job

To coordinate teams of drivers (currently supplied by an external contractor) to move vehicles/equipment and other resources throughout the Trust territory and to designated external contractor sites as required to meet Service Level Agreements.

To provide protocol driven guidance to service users by utilising the Operational Support Desk Training Manual, Process Manual, Handbook and other department training guides.

To correspond with internal and external stakeholders professionally, utilising telephone, email, SMS text message, online instant messaging and web-based chat as required.

To liaise with other departments and agencies as required to facilitate the resolution of faults and issues reported to the Operational Support Desk.

To utilise information provided electronically by the Scheduling Department to effectively plan vehicular resource availability and provision for the following day concurrently with the frontline demands at the current time.

About us

Benefits we offer:

Full training and support when you join and ongoing throughout your employment with us.
Holiday entitlement is 27 days rising to 29 days after 5 years and 33 days after 10 years, plus 8 bank holidays (pro rata for part time).
Enrolment into the NHS Pension Scheme.
Access to continual professional development and opportunities within SCAS and the NHS.
Occupational Health support along with an Employee Assistance Programme.
NHS Discounts in over 200+ stores including Holidays, Days out, Car insurance, Restaurants and Clothing.
Staff networking and support groups.

About Us

South Central Ambulance Service NHS Foundation Trust provides a range of emergency, urgent care and non-emergency healthcare services, along with commercial logistics services.

The Trust delivers most of these services to the populations of Berkshire, Buckinghamshire, Hampshire and Oxfordshire as well as non-emergency patient transport services in Surrey and Sussex.

We serve a population of over 7 million and answer over 500,000 urgent calls a year. We employ 4,551 staff who, together with over 1,100 volunteers, enable us to operate 24 hours a day, seven days a week.

In SCAS, we know that colleagues who are cared for and valued are enabled to provide the right care, first time, every time. That is why we strive to foster a culture that balances fairness, compassion, learning and accountability; a 'just and learning culture'.

Date posted

16 May 2025

Pay scheme

Agenda for change

Band

Band 4

Salary

£26,530 to £29,114 a year per annum

Contract

Bank

Working pattern

Flexible working, Compressed hours

Reference number

195-25-234-KEH

Job locations

Southern House

Sparrowgrove, Otterbourne

Winchester

SO21 2RU

Job description

Job responsibilities

Liaise with South Central Fleet Services when planning to move vehicles into and out of Fleet workshops and external garages for servicing and repair work.

Liaise with the Radio & Communications team to ensure vehicles are made available at designated locations for routine repairs to communications equipment.

Liaise with the Clinical Equipment Team to ensure vehicles are made available at designated locations for repairs to equipment and/or collect replacement equipment from CLU and repatriate to vehicles as required.

Liaise with the Make Ready provider to ensure vehicles are made available at designated locations for scheduled and ad-hoc Deep Clean Audits, decontaminations and all other types of required cleaning and sanitation.

Ensure the provision of vehicles for contracted events (such as Royal Ascot and other sporting events) and other non-contractual events when frontline resource availability allows.

Liaise with Resilience and Specialist Operations management for the provision of frontline assets to special and emergency operations as and when required.

Liaise with the Driving Standards Team in regards to vehicles that have been damages or involved in incidents to provide an audit trail, information regarding the incident and formulate a plan of action to ensure the vehicle is repaired (where possible) and returned to frontline service as soon as reasonably possible.

Import information from software systems into the daily Vehicle Status Report and provide this information to the Vehicle Escalation email group each day to ensure all relevant departments are aware of vehicle resource availability.

Participate in the Daily Silver Conference Calls each morning in a professional manner, providing information on vehicle availability and plans of action for any shortfalls expected throughout the day.

Utilise best judgment based on protocols and agreed processes to manage frequent non-routine issues with the goal to minimise frontline lost unit hours and budgeting constraints wherever possible.

Assist in the planning and coordination of complex major vehicle projects and programmes, such as new vehicle and replacement vehicle/equipment programmes to ensure the smooth delivery of service and minimise interruption to frontline services.

To authorise, coordinate and arrange the use of external recovery and repair services to attend Fleet vehicles, using own discretion to determine the best course of action whilst considering costs, reliability and time constraints.

To liaise with frontline crews, clinical equipment teams, fleet workshops, external garages and contractors and champion complex planning tasks as required to minimise lost unit hours and ensure the swift resolution of faults/defects to vehicles and equipment.

To coordinate the daily delivery of vehicles to Fleet Workshops and Make Ready sites for Service/MOT/Deep Clean Audits and cascade this information to all relevant departments each day. Ensure this information is collated and stored on networked service for access by the team.

To be flexible with workload and be able to change from one task to another as required based on frontline demands and urgent external requests.

Utilise keyboard skills and multiple software packages to carry out job role efficiently.

To utilise ICT, VDU and telephony equipment, including sitting/standing at a desk continuously for extended periods whilst wearing a telephony headset.

Liaise with the ID Cards department for the provision of new and replacement ID Cards to staff members in the Hampshire area under the direction of the ID Cards Administrator.

Update the digital daily handover documents throughout the shift and ensure these are made available to oncoming Logistics Coordinators and management.

To work without direct supervision but seek guidance where appropriate.

To work closely with, and provide guidance to Operational Support Desk Call Handlers for the swift resolution of faults or issues with vehicles and equipment and action plans regarding the replacement of resources to ensure adequate frontline cover.

To escalate serious incidents, accidents and issues to the Operational Support Desk Supervisor or Manager.

To report serious Ambulance Vehicle Incidents (AVIs) involving personal injury, fire or theft to Operational Support Desk Management, the Duty Silver Officer and Assistant Director of Operations Support Services.

To ensure that equipment used by the Operational Support Desk that could impact on service provision is functioning to a required standard and report and faults or issues.

To handle difficult and frustrating calls professional, utilising conflict-management skills to de-escalate situations and provide a first-class service to the caller.

To maintain good working relations with frontline crews, Clinical Coordination Centre staff and any other service users that contact the Operational Support Desk.

To assist in coaching and mentoring of new members or less experienced members of the team as required, utilising Training Documents, Assessment Criteria & Personal Development Plans to assist in the learning process.

To continually seek to further develop the service provided by the Operational Support Desk. Suggesting new ways of working that minimise expenditure whilst maximising the efficiency of the service provided and presenting these ideas to Operational Support Desk Management.

Is managed against individual performance targets through measurable key performance indicators agreed locally and is expected to constantly achieve or exceed these.

To undertake quarterly team audits to assess own competence against agreed levels.

To attend and participate in training courses as appropriate.

To take active participation in Logistics Coordinator meetings where new ideas, innovations and ways of working can be proposed and agreed upon.

To complete all statutory and mandatory e-learning as required and ensure all training is kept up to date.

To promote and establish a healthy and safe working environment in-line with policies and procedures.

Assist in establishing good employee relations and effective working practices within the team.

To assist with special projects as and when required.

To carry out the role of an Operational Support Desk Call Handler when demand requires it.