Job summary
- Main area
- Admin
- Grade
- NHS AfC: Band 3
- Contract
- Permanent
- Hours
- Full time - Rolling Rota over 7 days per week, operational between 0500am and 0100am
- Job ref
- 195-26-328-PRA
- Employer
- South Central Ambulance Service NHS Foundation Trust
- Employer type
- NHS
- Site
- Southern House
- Town
- Otterbourne
- Salary
- £24,937 - £26,598 pro rata, per annum
- Salary period
- Yearly
- Closing
- 26/03/2026 23:59
Employer heading
Non Emergency Patient Transport Dispatcher
NHS AfC: Band 3
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Job overview
Non Emergency Patient Transport Service Dispatcher (NEPTS)
South Central Ambulance Service NHS Foundation Trust
Band 3 + Unsocial Hours Allowance | Full Time | Permanent
About the Role
South Central Ambulance Service (SCAS) is seeking motivated and organised individuals to join our Non‑Emergency Patient Transport Service (NEPTS) Contact Centre as a PTS Dispatcher. This is a vital role ensuring our patients are transported safely, punctually and with dignity to their healthcare appointments.
You will work in a fast‑paced environment where excellent communication, effective coordination and strong decision‑making skills are essential. As the main point of contact for our NEPTS operational staff, you will help deliver a high‑quality patient experience while supporting the smooth running of our service.
Main duties of the job
Key Responsibilities:
As a PTS Dispatcher, you will:
- Prioritise, allocate and dispatch patient journeys to ensure appointment times are met.
- Use live mapping and patient transport systems to manage real‑time patient activity and vehicle availability.
- Communicate clearly and professionally with NEPTS crews, call handlers, healthcare professionals, patients and relatives.
- Respond to changes in patient transport requirements and adjust resources accordingly.
- Support operational staff by providing accurate journey information and resolving issues such as delays or vehicle breakdowns.
- Monitor workloads throughout the shift and ensure crews have all planned work.
- Participate in audits, service improvement initiatives and team meetings.
- Uphold SCAS values and contribute to a positive, supportive Contact Centre culture.
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
About Us
South Central Ambulance Service NHS Foundation Trust provides high‑quality non‑emergency patient transport across Hampshire and Milton Keynes. Our NEPTS Contact Centre plays a crucial role in coordinating journeys for hundreds of patients per day with varying clinical needs.
We are proud of our values: Teamwork, Innovation, Professionalism and Caring. You will be joining a supportive team committed to delivering outstanding patient‑centred care.
What We Are Looking For:
We welcome applicants who can demonstrate:
- Excellent communication and customer‑service skills
- Confidence in handling multiple tasks and making effective decisions under pressure
- Strong IT, mapping and data‑handling skills
- The ability to work as part of a team and build positive working relationships
- A commitment to providing a safe and high‑quality patient transport service
Experience in dispatching, transport coordination or healthcare settings is desirable but full training will be provided.
Role Details:
- Job Title: Non Emergency Patient Transport Service Dispatcher
- Department: Patient Transport Services – Contact Centre, Otterbourne Winchester
- Pay Band: Band 3 + Unsocial Hours Allowance (Agenda for Change)
- Hours: Full Time
Working Pattern:
Our Non‑Emergency Patient Transport Service operates 365 days a year. Dispatchers work between 05:00am and 01:00am, seven days per week, on a rolling 10‑week rota. The rota includes varying shift lengths between 6 hours and 11.5 hours; however, the pattern is static and repeats every 10 weeks, meaning your shift pattern is predictable and does not change from cycle to cycle. Your working hours will be averaged of 37.5 hours per week.
Training/Start date for the role:
Training will begin on Monday 18th May 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 rolling rota.
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.
A Standard DBS check will be required for this role.
Person specification
Qualifications and Training
Essential criteria
- GCSE English / Maths and ICT or equivalent at grade 4 or above.
Desirable criteria
- NVQ 3 in Customer Service, or equivalent.
Knowledge and Experience
Essential criteria
- Previous customer service experience.
- Geographical knowledge of SCAS commercial areas.
- Experience of working in a busy office environment.
- Skilled use in all latest Windows and Microsoft software e.g. operating systems and Word, Excel
Desirable criteria
- Logistical background.
- Radio communication experience.
- Map reading skills.
Skills and Aptitudes
Essential criteria
- Ability to effectively prioritise own workload.
- Ability to escalate problems / enquiries as necessary.
- Ability to work under own initiative and think constructively under pressure.
- Good communication skills, confident telephone manner.
- Team Player.
- Problem solving. Decision making.
- Good attention to detail.
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Anna Muncey
- Job title
- Contact Centre Manager
- Email address
- [email protected]
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