About this role
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.
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:
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.
About us
Benefits we offer:
Full training and a range of courses which you can book locally. Holiday entitlement of 27 days, rising to 29 days after 5 years' service and 33 days after 10 years' service, plus an additional 8 days bank holiday (pro rata for part time). Automatic enrolment into the NHS Pension Scheme. Access to continual professional development within SCAS and the wider NHS. Occupational Health support and direct access to our Employee Assistance Programme as well as our own Health and Wellbeing Team. NHS Discounts in over 200 + stores saving money on holidays, days out, car insurance, restaurants, clothing and much more. Ability to join our staff networking groups (as a member, ally or just for interest). Corporate Induction
It's really important for us to ensure you have the best onboarding experience which allows you to feel a sense of belonging from the start. To help with this, we will book your Corporate Induction as soon as we possibly can (depending on availability).
All new starters need to attend our *Corporate Induction in person, this is held over one and half days from our educational centres based in: Newbury (Berkshire), Bicester (Oxfordshire) or Whiteley (Hampshire). More specific details will be sent to you once your start date has been confirmed.
*Please note - depending on your role additional training may be required following on from your corporate induction.
Job description Job responsibilities
What Were Looking For:
Confident, supportive leader with excellent communication skills.
Effective decisionmaker with strong organisational skills.
ITliterate and comfortable interpreting operational data.
Calm under pressure and committed to highquality 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 Trusts values and operate in line with policies on equality, diversity, confidentiality, infection prevention and health and safety.
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.
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.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name South Central Ambulance Service NHS Foundation Trust
Address Southern House
Waterworks Road
Ottebourne
SO21 2RU
United Kingdom
Employer's website https://scasjobs.co.uk/ (Opens in a new tab)