Job overview
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.
The Dispatch node of the Contact Centre operates between 05:00am until 01:00am 7 days per week, 365 days per year. The Lead Dispatcher will be required to work 37.5 hours per week between the hours of 0700-1500 and 1300-2100 pm Monday to Friday including bank holidays. There may be times that flexibility is required to support operational delivery.
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:
- Ensuring timely patient pick‑up and delivery in line with contractual KPIs.
- Monitoring daily demand and capacity and producing Situation Reports.
- Supporting operational problem‑solving and complex patient movement needs.
- Line‑managing Dispatchers.
- Managing sickness, welfare reviews and performance processes.
- Supporting recruitment, induction and ongoing training.
- Leading team meetings, 1:1s and quality monitoring.
- Managing Datix, complaints and investigations.
- Completing audits, risk assessments and documentation.
- Acting as a role model for SCAS values: Caring, Professionalism, Teamwork and Innovation.
- Deputising for the Contact Centre Manager when required.
- Undertaking operational duties when needed.
Detailed job description and main responsibilities
What We’re Looking For:
- Confident, supportive leader with excellent communication skills.
- Effective decision‑maker with strong organisational skills.
- IT‑literate and comfortable interpreting operational data.
- Calm under pressure and committed to high‑quality patient care.
A Standard DBS check will be required for this role.
Training/Start date for the role:
Interviews for this role are scheduled to take place on the 17th and 19th August 2026. Training/start date will begin on the 1st October 2026, which will be classroom based for 5 days from 08:00am until 16:00pm at Southern House, Otterbourne Winchester. This will be followed by a crew day and finally a day for eLearning. You will then move into observation shifts in the live environment before formally joining the rota.
Before interview an electronic type test will need to be completed. You will be sent the link for completion via email.
Join Us
If you are passionate about leading teams, improving services and ensuring patients receive the best possible care, we would love to hear from you.
Safeguarding, Values and Conduct
SCAS is committed to safeguarding children, young people and adults at risk. All staff are expected to promote and uphold the Trust’s values and operate in line with policies on equality, diversity, confidentiality, infection prevention and health and safety.
Person specification
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.
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)
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
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Applying for this NHS job
This advert is for PTS Lead Dispatcher with South Central Ambulance Service NHS Foundation Trust in Bicester, South East, England. It is listed as a Band 5 Ambulance and emergency care role. The contract type is Permanent. The application deadline is 02 Aug 2026.
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