Job overview
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.
Working for our organisation
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.
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.
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.
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
Qualifications and Training
Essential criteria
- 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 criteria
- Supervisory experience in a Customer Focused Environment.
Knowledge and Experience
Essential criteria
- 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 criteria
- 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 criteria
- 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.
We understand that some applicants may choose to use AI tools to assist with completing their application. While this is not against our guidelines, it’s important that your application remains an accurate and honest reflection of your own skills, experience, and achievements. Please ensure that any content generated or supported by AI truly represents you and your capabilities, as this will form the basis of our assessment throughout the recruitment process.
We actively welcome job applications from candidates who have a disability or who are members of the BAME, LGBTQ+ and Armed Forces community (including: Reservists, Veterans, Spouses and Cadets). Here at SCAS we are proud to have a workforce that reflects the diverse community we serve. Applicants who have a disability or are members of the armed forces community who meet the minimum shortlisting criteria for their post of interest will be invited for an interview and/or assessment (where applicable).
Please be assured that any requests for reasonable adjustments will not negatively affect your application.
As well as standard NHS benefits like generous holiday entitlement and an excellent pension scheme, we offer lots of extras for our staff.
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