About this role
Job summary
About the Role
South Central Ambulance Service (SCAS) is seeking motivated and organised individuals to join our Non-Emergency Patient Transport Service (NEPTS) Contact Centre as a PTS Dispatcher. This is a vital role ensuring our patients are transported safely, punctually and with dignity to their healthcare appointments.
You will work in a fast-paced environment where excellent communication, effective coordination and strong decision-making skills are essential. As the main point of contact for our NEPTS operational staff, you will help deliver a high-quality patient experience while supporting the smooth running of our service.
Main duties of the job
Key Responsibilities
As a PTS Dispatcher, you will
- Prioritise, allocate and dispatch patient journeys to ensure appointment times are met.
- Use live mapping and patient transport systems to manage real-time patient activity and vehicle availability.
- Communicate clearly and professionally with NEPTS crews, call handlers, healthcare professionals, patients and relatives.
- Respond to changes in patient transport requirements and adjust resources accordingly.
- Support operational staff by providing accurate journey information and resolving issues such as delays or vehicle breakdowns.
- Monitor workloads throughout the shift and ensure crews have all planned work.
- Participate in audits, service improvement initiatives and team meetings.
- Uphold SCAS values and contribute to a positive, supportive Contact Centre culture.
About us
At SCAS, every role helps make a difference to patients, communities and colleagues. Whether delivering frontline care, supporting emergency operations or working in support services, your contribution matters.
Our values of Caring, Professional and Honest underpin everything we do. We are committed to providing high-quality care, acting with integrity and professionalism, and treating everyone with respect.
SCAS offers excellent learning and development opportunities, wellbeing support and flexible working where service needs allow. We also work closely with recognised trade unions, including Unison, Unite, GMB and RCN, providing staff with workplace support and representation.
We are proud to be an inclusive employer and welcome applications from people of all backgrounds. We are committed to equality, diversity and creating a workplace where everyone feels valued and supported.
Benefits we offer
- Full training and range of courses
- Holiday entitlement of 27 days, rising to 29 days after 5 years' service and 33 days after 10 years' service, and extra 8 days bank holiday (pro rata for part time)
- NHS Pension Scheme membership
- Access to CPD within SCAS and NHS
- Occupational Health support and access to Employee Assistance Programme and our Health & Wellbeing Team
- NHS Discounts in over 200 + stores saving money on holidays, car insurance, restaurants, clothing and much more
- Access to staff networking group
Join SCAS and help us deliver exceptional care when it matters most.
Job description
Job responsibilities
About Us
South Central Ambulance Service NHS Foundation Trust provides highquality nonemergency patient transport across Hampshire and Milton Keynes. Our NEPTS Contact Centre plays a crucial role in coordinating journeys for hundreds of patients per day with varying clinical needs.
You will be joining a supportive team committed to delivering outstanding patientcentred care.
What We Are Looking For
We welcome applicants who can demonstrate
- Excellent communication and customerservice skills
- Confidence in handling multiple tasks and making effective decisions under pressure
- Strong IT, mapping and datahandling skills
- The ability to work as part of a team and build positive working relationships
- A commitment to providing a safe and highquality patient transport service
Experience in dispatching, transport coordination or healthcare settings is desirable but full training will be provided.
Working Pattern
Our NonEmergency Patient Transport Service operates 365 days a year. Dispatchers work between 05:00am and 01:00am, seven days per week, on a rolling 10week rota. The rota includes varying shift lengths between 6 hours and 11.5 hours; however, the pattern is static and repeats every 10 weeks, meaning your shift pattern is predictable and does not change from cycle to cycle. Your working hours will be averaged of 37.5 hours per week.
Training/Start date for the role
Training/start date will begin on the Monday 8th February 2027, 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 rolling rota.
Before interview an electronic type test will need to be completed. You will be sent the link for completion via email.
A Standard DBS check will be required for this role.
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
- GCSE English / Maths and ICT or equivalent at grade 4 or above.
Desirable
- NVQ 3 in Customer Service, or equivalent.
Knowledge and Experience
Essential
- Previous customer service experience.
- Experience of working in a busy office environment.
- Skilled use in all latest Windows and Microsoft software e.g. operating systems and Word, Excel
Desirable
- Logistical background.
- Radio communication experience.
- Map reading skills.
Skills and Aptitudes
Essential
- Ability to effectively prioritise own workload.
- Ability to escalate problems / enquiries as necessary.
- Ability to work under own initiative and think constructively under pressure.
- Good communication skills, confident telephone manner.
- Team Player.
- Problem solving. Decision making.
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.
Employer details
Employer name
South Central Ambulance Service NHS Foundation Trust
Address
Southern House
Sparrowgrove
Otterbourne
SO21 2RU
United Kingdom
Employer's website
https://scasjobs.co.uk/ (Opens in a new tab)