Admin and Support Services


  • Location
    Bow – London (E3 3JQ)
  • Reports To
    Control Room Supervisor/Manager
  • Hours
    42 hours per week on 4 days on, 4 days of rota basis includes weekends
  • Salary
    £24,000 per annum depending on experience

About the job

A Control Room dispatcher is required for our busy operation at Bow. Controllers dispatch ACA’s/ICT and vehicles to cover the collection and transport of patients to and from appointments covering Outpatients, Renal Dialysis, home visits, admissions & discharges. Bow Control room covers a range of NHS hospitals and points of care in South & north London and OOH coverage of operations for Shropshire, Swansea and North West.

Key Skills

  • Excellent customer service & communication skills
  • Confident with computer systems
  • Experience in Multitasking during high pressured situations
  • Desirable experience in care sector
  • Strong geo-graphical understanding & route planning skills
  • Desirable experience in logistics/control room

Role requirements

Deploy ACAs/ICTs using PTS computer system to meet appointment window for KPIs

Ensure utilization of crews for efficiency and patient care with consideration to time on vehicle and break windows

Maintain communication and Co-operation with Workforce planning, Fleet and Site Operations teams

Report and escalate any incidents/near misses for duty of candour and learning

Facilitate ACA/ICT queries directing them to relevant point of contact to resolve any concerns including safeguarding matters, infection control, vehicle maintenance or personal matters

Maintain patient and ACA/ICT confidentiality in all communications

Remain professional in personal presentation and correspondence

Efficient and pro-active reaction to any changes or incidents to manage through the recovery of allocated work to minimise patient impact.

Ensure transparency in the information on the PTS system of shift times and workload inputting any staff or resource downtime with specific reasons and notes.

Continuously develop knowledge of planning patient routes and mapping skills

Provide feedback to any challenges impacting ACA’s/ICT and patients to line manager for service developments and improvements

Awareness of contractual restraints and requirements including financial penalties and control of third party spends to avoid unnecessary costs.

Ability to make important decisions quickly & independently

Ensure compliance with all policies and procedures including Health & Safety guidelines and CQC reporting.


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