Job summary
West Midlands Ambulance Service positively welcomes diversity and aims to be a truly inclusive place to work. We are looking for self-motivated, enthusiastic people from all backgrounds that care about making a difference.
The Trust is currently under-represented in terms of people from BME backgrounds and welcomes applicants from these communities. Selection will be on a basis of merit. The Trust has achieved the status of a Disability Confident Leader and guarantees to invite to assessment applicants who meet the criteria for the job vacancy. To ensure the diversity of the workforce and understand the differing needs of our communities, the Trust is committed to the principles of Positive Action.
If you wish to discuss and adjustments that you may need for the role of the assessment process prior to your application, then please do not hesitate to contact the recruitment team
The Trust is proud to support our Armed Forces community and have signed up to the Step Into Health initiative. We welcome applications from Armed Forces Veterans and Service leavers.
Main duties of the job
An exciting opportunity has become available for an Operations Manager to join our well established Non-Emergency Patient Transport Services Management team in Cheshire, this role will be based in Crewe, but will have responsibilities of managing Warrington and Macclesfield as well as Crewe.
The post holder, within their designated area, is responsible for ensuring operational performance (delivery and output) meets or exceeds customer requirements and local performance standards, targets and objectives and conforms with all trust policies and procedures. The effective day to day management of fleet, estates, control and staff to meet service delivery requirements and provide best value as well as developing key relationships with commissioners, other managers and staff to ensure optimal patient experience and customer care
Applicants must have a minimum of 5 GCSEs at Grade C or above (or equivalent) including English & Maths along with (or currently be working towards) a degree level management qualification.
A full, clean UK driving is essential for this role due to travel around Trust sites.
About us
If this position involves a regulated activity it will require an Enhanced Disclosure & Barring Service check. The disclosure will, where appropriate to the role, include information against the Independent Safeguarding Authority barred lists for working with children, adults or both
Where a Disclosure & Barring Service (DBS) check is required for the post, all applicants are required to cover the cost of the check. The cost of £42.50 for an enhanced check is payable to our online provider at the time that the DBS application is submitted. Upon receipt of your DBS you will then be required to sign up to the DBS online update service.
We do endeavour to respond to all candidates on an individual basis. Therefore we do ask for your co-operation and patience whilst the short listing process takes place. After the closing date please ensure you check your emails (including junk mail) regularly as contact is usually made via this method.
We are proud to offer flexible working options to support our colleagues to have a greater choice in when, where and how they work. During your interview we will explore this with you and discuss your individual needs and how this could be facilitated for this role to benefit patient experience, service delivery and the work-life balance of colleagues.
Job description
Job responsibilities
The Operations Manager PTS will ensure the efficient delivery of all non-emergency services within their designated area. They will support the Senior Operations Manager in the management of services, delivering all required contractual and local targets and ensure the effective, efficient use of resources.
Key Result Areas:
- Operational Performance
Ensure that all key performance and contract quality indicators are achieved.
- Generate reports, presentations, statistical information and other pro-active measures as and when required.
- Assist with complaints and investigations, reporting on the findings within the trusts procedures.
- Support the Senior Manager in communicating directly with patients and carers to resolve any issues, as appropriate.
- Attend and contribute to relevant meetings as and when required.
Contribute to the management of budgets and be responsible for maintaining financial performance within agreed parameters.
Work with the Contract Support and Business Advisor to regularly analyse resource and demand.
- Workforce
- Ensure that all planned staff rotas are manned in accordance with resource and demand analysis.
- Ensure all staff have attained and are refreshed in any necessary qualifications/training including workbooks and mandatory training. Provide regular reports showing year to date progress.
- Ensure all sickness absence is recorded, managed and monitored. Provide support to staff that are sick and maintain regular contact. Ensure sickness levels remain within the parameters set by the trust. Provide regular reports showing year to date progress.
- Support and participate in recruitment and selection processes, grievance and disciplinary procedures, ensuring adherence to trust policies and procedures
- Develop effective communications and relationships with staff and their representatives.
- Conduct annual Personal Development Reviews with all staff. Ensure that identified personal development requests are acted upon where appropriate. Provide regular reports showing year to date progress.
- Conduct regular meetings with supervisors to review all operational duties of the contract in order for best working practices to be achieved and maintained.
- Assist and support the supervisors in their development.
- Miscellaneous
- Represent the Senior Operations Manager as and when required
- Act up to the position of Senior Operations Manager as and when required.
- Ensure all areas of responsibility comply with Infection Prevention and Control requirements. Participate in relevant reviews and audits, providing regular reports on concerns and year to date progress.
- Work with the Fleet department to ensure vehicles are regularly serviced and maintained to manufacturers recommendations and all legal requirements.
- Project manage any initiatives or trials being undertaken and produce reports as required. For example, changes to procedures, technology or working practices
Participate in the On Call rota for PTS.
Undertake wider duties to achieve directorate goals. Work as part of the wider directorate team to ensure standard working practices. Actively promote and seek opportunities for the Commercial Services Directorate.
- Promote and demonstrate the visions and values of the trust.
- Maintain, update and practice local business continuity plans.
- Key Relationships
Internal:
- PTS & Commercial Services Director
- PTS & Commercial Services Senior Managers
- Performance & Systems Manager
- Contract Support & Business Advisor
- Senior Finance Manager
- Management Accountant
- Non-Emergency Patient Transport Operations Managers
- Non-Emergency Operations Centre Manager & Staff
- Supervisors & Co-ordinators
- Staff & Representatives
- Trust Support Services
External:
- Commissioners & Contract Management
- Voluntary Sector Organisations
- Volunteer Staff
- Hospital/Clinic/Unit Staff
- Focus Groups
- External Transport Providers
5. Working Environment
Exposure to unpleasant working conditions or hazards may present
6. Physical Demands
A combination of sitting, standing, and walking with frequent requirement for physical effort. There may be a requirement to exert a high level of physical effort for short periods.
7. Mental/Emotional Effort
There is a requirement for concentration where the work pattern is unpredictable. Exposure to distressing or emotional circumstances may occur.
Job description
Job responsibilities
The Operations Manager PTS will ensure the efficient delivery of all non-emergency services within their designated area. They will support the Senior Operations Manager in the management of services, delivering all required contractual and local targets and ensure the effective, efficient use of resources.
Key Result Areas:
- Operational Performance
Ensure that all key performance and contract quality indicators are achieved.
- Generate reports, presentations, statistical information and other pro-active measures as and when required.
- Assist with complaints and investigations, reporting on the findings within the trusts procedures.
- Support the Senior Manager in communicating directly with patients and carers to resolve any issues, as appropriate.
- Attend and contribute to relevant meetings as and when required.
Contribute to the management of budgets and be responsible for maintaining financial performance within agreed parameters.
Work with the Contract Support and Business Advisor to regularly analyse resource and demand.
- Workforce
- Ensure that all planned staff rotas are manned in accordance with resource and demand analysis.
- Ensure all staff have attained and are refreshed in any necessary qualifications/training including workbooks and mandatory training. Provide regular reports showing year to date progress.
- Ensure all sickness absence is recorded, managed and monitored. Provide support to staff that are sick and maintain regular contact. Ensure sickness levels remain within the parameters set by the trust. Provide regular reports showing year to date progress.
- Support and participate in recruitment and selection processes, grievance and disciplinary procedures, ensuring adherence to trust policies and procedures
- Develop effective communications and relationships with staff and their representatives.
- Conduct annual Personal Development Reviews with all staff. Ensure that identified personal development requests are acted upon where appropriate. Provide regular reports showing year to date progress.
- Conduct regular meetings with supervisors to review all operational duties of the contract in order for best working practices to be achieved and maintained.
- Assist and support the supervisors in their development.
- Miscellaneous
- Represent the Senior Operations Manager as and when required
- Act up to the position of Senior Operations Manager as and when required.
- Ensure all areas of responsibility comply with Infection Prevention and Control requirements. Participate in relevant reviews and audits, providing regular reports on concerns and year to date progress.
- Work with the Fleet department to ensure vehicles are regularly serviced and maintained to manufacturers recommendations and all legal requirements.
- Project manage any initiatives or trials being undertaken and produce reports as required. For example, changes to procedures, technology or working practices
Participate in the On Call rota for PTS.
Undertake wider duties to achieve directorate goals. Work as part of the wider directorate team to ensure standard working practices. Actively promote and seek opportunities for the Commercial Services Directorate.
- Promote and demonstrate the visions and values of the trust.
- Maintain, update and practice local business continuity plans.
- Key Relationships
Internal:
- PTS & Commercial Services Director
- PTS & Commercial Services Senior Managers
- Performance & Systems Manager
- Contract Support & Business Advisor
- Senior Finance Manager
- Management Accountant
- Non-Emergency Patient Transport Operations Managers
- Non-Emergency Operations Centre Manager & Staff
- Supervisors & Co-ordinators
- Staff & Representatives
- Trust Support Services
External:
- Commissioners & Contract Management
- Voluntary Sector Organisations
- Volunteer Staff
- Hospital/Clinic/Unit Staff
- Focus Groups
- External Transport Providers
5. Working Environment
Exposure to unpleasant working conditions or hazards may present
6. Physical Demands
A combination of sitting, standing, and walking with frequent requirement for physical effort. There may be a requirement to exert a high level of physical effort for short periods.
7. Mental/Emotional Effort
There is a requirement for concentration where the work pattern is unpredictable. Exposure to distressing or emotional circumstances may occur.
Person Specification
Qualifications
Essential
- Minimum of 5 GCSEs (or equivalent) Grade C or above to include English, & Maths, or equivalent experience
- Degree level General Management qualification (or working towards)
Experience
Essential
- Experience in staff management
- Experience of establishing and maintaining effective customer care
- Experience of managing change
- Experience of working within a public service or customer care environment.
- Experience of driving a variety of vehicles
Skills and Knowledge
Essential
- Effective verbal & written communication skills
- Analytical skills, ability to understand complex data and make appropriate decisions
- Ability to write reports and present complex ideas and information to disparate groups including staff
- Full clean UK driving licence
Person Specification
Qualifications
Essential
- Minimum of 5 GCSEs (or equivalent) Grade C or above to include English, & Maths, or equivalent experience
- Degree level General Management qualification (or working towards)
Experience
Essential
- Experience in staff management
- Experience of establishing and maintaining effective customer care
- Experience of managing change
- Experience of working within a public service or customer care environment.
- Experience of driving a variety of vehicles
Skills and Knowledge
Essential
- Effective verbal & written communication skills
- Analytical skills, ability to understand complex data and make appropriate decisions
- Ability to write reports and present complex ideas and information to disparate groups including staff
- Full clean UK driving licence
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
