Who Are We?
At Health Transportation Group UK (HTG‑UK), we are one of the UK’s leading providers of Non‑Emergency Patient Transport, supporting thousands of vulnerable patients across the UK. We proudly serve the NHS, completing over 800,000 essential journeys every year. With 13 operational bases and a dedicated team of over 800 passionate professionals, we deliver safe, caring, and high‑quality care across the country.
What Can You Expect?
The Control Centre is the operational heart of the organisation, playing a vital role in ensuring patients receive the right response at the right time.
We are seeking a confident and experienced leader to join us on a full‑time, permanent basis – working 37.5 hours per week.
You will oversee and coordinate the day‑to‑day running of our Control Centre, ensuring safe, efficient, and effective operations. This role is central to maintaining high standards of patient care, supporting and developing control room staff, and ensuring all decisions are operationally and clinically sound while meeting HTG‑UK and CQC requirements.
Summary Of Main Duties Include:
- Supervise, plan, and manage daily control room operations and oversee the work of controllers.
- Act as the main point of contact for controllers, answering questions, assigning tasks, giving instructions, and providing support.
- Provide coaching, supervision, training, and raise any performance concerns with managers.
- Monitor and evaluate controller performance regularly to help improve efficiency.
- Make sure team members receive the right training and support to perform their roles effectively.
- Keep updated lists of key contacts and on‑call staff, ensuring they are easily available for controllers.
- Manage shift schedules, breaks, and attendance for the control room team.
- Ensure the escalation process is followed properly and consistently.Promote clear communication with wards and departments to speed up patient journeys.
- Foster a strong team‑working culture across the control centre.
- Ensure Control Centre staff maintain high performance standards, prioritise patient and staff safety, deliver excellent call handling and customer care, accurately record and report events, work effectively with external partners, maintain reliable IT and communication systems, and continuously improve patient care, undertaking additional duties as required by the Contact Centre Manager.
We are Looking for Great People Who:
- Demonstrated experience supervising a team within a control room or healthcare operational environment.
- Strong leadership, communication, and problem‑solving skills, with a proactive approach to team support and issue resolution.
- Ability to manage shift rotas, oversee day‑to‑day operations, and monitor team performance to ensure service efficiency.
- Confidence in making timely, sound decisions under pressure, with the judgement to elevate issues when necessary.
- Good understanding of patient transport logistics and a strong commitment to patient safety, service quality, and compliance standards.
Our Commitment to Safer Recruitment
Patient safety is our priority. To work for HTG‑UK you will need:
- Enhanced DBS check (Conducted during onboarding if successful)
- Right to work in the UK
- Satisfactory employment and character references
- A satisfactory medical assessment
- Successfully complete mandatory induction training on commencement of employment.
Equal Opportunities
The Company’s Equal Opportunities policy affirms our commitment to ensure that no patient, employee or job applicant faces discrimination – whether directly or indirectly – based on gender, sexual orientation, age, marital status, responsibility for dependants, disability, religion, belief, colour, race, nationality, ethnic or national origin, trade union activity, social background, health status, or is disadvantaged by conditions or requirements which cannot be shown as justifiable.
Safeguarding
The organisation takes the issues of Safeguarding Children, Adults and addressing domestic violence very seriously and therefore all employees at HTG‑UK are expected to:
- Attend mandatory training on Safeguarding children and adults
- Ensure they are familiar with their and the organisation’s requirements under relevant legislation
- Adhere to all relevant national and local policies, procedures, and professional codes
- Report any concerns to the appropriate authority
- Maintaining professional boundaries as a Person in a Position of Trust (PiPoT)
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