Contact Centre Operations Manager in Stoke-on-Trent

We have a fantastic opportunity for a Contact Centre Operations Manager to join our team based in Campbell Road, Staffordshire.

You will Provide Leadership to the Control Centre function within Staffordshire.

Oversee dispatch, management of escalation and real time supervision of all operational resources in the busy call centre and despatch office.

Deliver continuous improvement in performance, efficiency of resource allocation and business profitability through techniques including individual performance management.

To have an excellent understanding of the NEPTS contract and excellent communication skills both internally and with external stakeholders.

What benefits can you expect?

Other duties include:

Please note that this role will be subject to several regulatory pre-employment checks, and you will be asked to provide details of your full employment history should you be invited to an interview.

Your HMRC record, available to download from the Government Gateway may help you in preparing this information when required.

Our Values 

Collaborative – we work as one team with a shared purpose to meet the needs of our patients, passengers, colleagues, customers, communities, and the planet.

Agile – We listen, learn and adapt to improve the business, each other, and ourselves.

Reliable – We do what we say we will do, we take responsibility and we behave with integrity.

Empowered – We are confident and committed to taking responsibility to deliver the highest quality service.

About Us

The exciting merger of ERS Medical and E-Zec Medical has enabled us to rebrand, therefore as a combined business we are now known as EMED Group.

We are the largest Patient Transport and Care Partner to the NHS with more than 2,500 colleagues across 50 depots.

Our ambition is to continue developing transport services that improve the health and wellbeing for people across our local communities by providing transport that supports patient care, community support, secure mental health and medical courier services.

EMED Group are committed to providing equal opportunities and we endeavour to provide an inclusive and safe working culture for all.