Admin and Support Services

Shift Manager - Imperial

  • Location
  • Reports To
    Patient Transport Operations Manager
  • Hours
    40 - 45 per week
  • Salary
    £30,000 - £35,000 per annum pro rata

About the job

Are you looking for the next opportunity in your career? Want to work for an organization that has an excellent reputation and offers incredible benefits?

Following a great year in 2018 Falck is growing from strength to strength. We have recently been awarded a new contract covering the Imperial College Healthcare NHS Trust in West London.

Delivering first class Patient Transport Services to NHS Trusts and Ambulance Services across the UK, at Falck we pride ourselves on being a ‘people helping people’ organisation. With this in mind, we want to attract people who share the same values and behaviours as we do, which are centred on being reliable, customer focussed and going the extra mile.

We are looking for a leader seeking a challenge to make an addition to the Imperial management team. You will have experience of leading at team to achieve operational excellence. Managing both Team Leaders and Ambulance Care Assistants, the purpose of this team is to provide a safe and effective service to our patients. In addition to overseeing the team you will so ensure the site, facilities and vehicles are managed appropriately.

Key Responsibilities

You will be a key member of the Imperial management team managing a large and complex operation

Creating an open and supportive working environment where everyone feels valued and has a clear understanding of their role and how they are performing

Recruiting, developing and managing a strong leadership team of, Team Leaders and Senior ACA’s

Responsible for the safety and management of all operational staff on the contract, such as attendance, timekeeping and performance, return to work interviews

Attending incidents and accidents and writing up investigations

Ensure that the staff turnover is kept low

Delivery of a safe, clean and effective fleet operational

To effectively communicate with everyone in the team

To ensure we deliver a safe and high quality patient experience on every journey to every patient

Incident and complaint investigations and managed in a timely manner and managed through the GEMS system

Ensuring adherence to company policies and procedures

Continuous improvement, always looking to improve what we do and how we do it

To role model positive behaviours, accountability and ownership for the whole team

To be an effective member of the management team, attending meetings and taking responsibility for actions

To lead a high performing team culture where underperformance is effectively managed and standards are kept high

Personal Performance Indicators:

  • Contract KPI’s
  • Staff turnover less than 5% after initial 6 month period
  • Logis XDA timestamp quality exceeding 97%
  • Quintiq start and end of shift correct logging and booking of overtime
  • Holiday booking levels
  • Daily deployment levels of 95%
  • On time deployment of 98%
  • Start and end of shift idle time less than 5%
  • VDI completion rates of 100%
  • 6 monthly ‘My Contribution’ completion rates 95%
  • Patient feedback surveys 10%
  • Incident investigation times of less than 5 days
  • Vehicle damage budget
  • Overtime budget


Extensive management experience managing large operational teams, setting own targets and team targets

Experiencewithin challenging deadlines and independently prioritise workload

Experience of change management with the ability to apply change based on evidence derived from data analysis and manage change, ensuring the team and business are aligned

Ability to manage and lead a team to achieve shared targets and objectives

Knowledge of relevant legislation and how it is to be applied within the team and business

Excellent communication skills, with the ability to produce accurate, concise records, reports

Good IT skills in Outlook, word, excel and bespoke IT systems

Level 3 Management and Leadership qualification or commitment to achieve necessary qualification

Comprehensive understanding of the NHS and its infrastructure, as well as the background to and aims of current healthcare policy

Demonstrate the behaviours in accordance with Falck values and ability to work flexibly and collaboratively being inclusive

Ability to work within challenging deadlines and independently prioritise workload



Job Description

Share this page