Job Description

We have a fantastic opportunity for a Senior Operations Lead to join our Team based at Bristol Ambulance HQ.

The Senior Operations Lead is responsible for supporting the Senior Operations Manager in the effective day-to-day management and delivery of Bristol Ambulance’s Non-Emergency Patient Transport Services (NEPTS) and event medical operations.

Reporting directly to the Senior Operations Manager, the postholder provides operational leadership across these services and has delegated responsibility for service performance, workforce management, contractual delivery and operational quality.

The Senior Operations Lead will directly manage the operational Team Leaders, ensuring they effectively manage their allocated teams and maintain appropriate oversight of attendance, sickness, return-to-work processes, staff welfare, performance, conduct, investigations and operational standards.

What benefits can you expect?

• Life Assurance – providing colleagues and their family financial peace of mind and protection to the value of £5,000.
• 24/7 online/telephone GP Consultation and access to prescriptions.
• 2nd opinion medical support following diagnosis or where a colleague is on a treatment pathway.
• Hospital cash plan benefits with sickness protection scheme.
• Cash-plan benefits, providing colleagues the option of protecting themselves in case of illness and recuperation, including dental, optical, chiropody.
• Access to mental health consultations.
• Access to physiotherapy consultations.
• Access to legal advice on domestic issues e.g. motoring offences, wills and probate, and personal injury.
• Financial guidance re retirement planning, tax savings and state benefits.
• Long Service Recognition Scheme – recognising colleagues for their continued service after 5 years and at 5-year intervals with an increase in annual leave.
• Values-based Internal Recognition Scheme with financial reward, which will lead to an annual recognition event.
• Refer a Friend recruitment incentive scheme with financial rewards.
• The EMED foundation, to provide support to colleagues and our local communities.
• Pension Scheme.
• Blue Light Card.
• Uniform provided.
• EAP (Employee Assistance Programme) to support a range of health and wellbeing requirements.
• Flu vaccination (through an internal campaign in Autumn/Winter).

Role Responsibilities

• Support the Senior Operations Manager in the effective delivery of Bristol Ambulance NEPTS and event medical services.
• Maintain oversight of day-to-day operational performance and ensure services are delivered safely, efficiently and in accordance with contractual and organisational requirements.
• Act as a senior operational point of escalation for Team Leaders and operational staff.
• Identify operational risks, service pressures and emerging performance concerns and ensure appropriate action is taken.
• Work closely with Control, Resourcing, Fleet, Clinical and other relevant functions to maintain effective service delivery.
• Support operational planning for changes in demand, new services, contract variations and mobilisation activity.
• Maintain appropriate operational visibility across Bristol Ambulance bases, services and contract areas.
• Support the Senior Operations Manager in maintaining effective business continuity and operational resilience arrangements.
• Direct line-management responsibility for the operational Team Leaders and maintain management oversight of the operational Mentor structure through those Team Leaders.
• Support the Senior Operations Manager in maintaining appropriate operational governance and compliance across NEPTS and event services.
• Work closely with the Senior Operations Manager, Resourcing and Control to ensure operational resources are appropriately aligned with service requirements.
• Support and undertake investigations relating to operational incidents, complaints, staff conduct and service-delivery concerns where delegated.
• Support the Senior Operations Manager in the planning, coordination and delivery of Bristol Ambulance’s event medical operations.
• Responsible for coordinating the effective delivery of Bristol Ambulance’s PTS induction programmes.
• Maintain active oversight of operational and contractual performance across services within their remit.

Do you have what it takes?

• Significant experience within ambulance, patient transport, healthcare operations or a comparable operational environment.
• Experience of supervising or managing staff and developing effective operational teams.
• Strong understanding of NEPTS service delivery and operational performance.
• Experience of working with KPIs and using performance information to identify and deliver improvements.
• Strong organisational, planning and problem-solving skills.
• The ability to manage competing operational priorities and make appropriate decisions under pressure.
• Experience of investigations, absence management and other staff management processes.
• Strong written and verbal communication skills.
• The ability to develop effective relationships with clients, commissioners, staff
• and internal stakeholders.
• Experience of delivering or coordinating staff training or induction programmes.
• An understanding of governance, quality, patient safety and regulatory requirements relevant to ambulance and patient transport services.
• Appropriate IT and data-analysis skills to monitor operational performance and produce management information.
• A flexible and professional approach to operational management and service delivery.

About Us

EMED Group is an established healthcare logistics provider that enables access to health and social care through our four specialist divisions. We are one of the largest health and care partners to the NHS with 4,000 colleagues across over 60 bases UK-wide.

EMED Group is committed to pro-actively improving the wellbeing of our communities by providing access to vital health and social care services across the UK