Service Assurance Manager (General) Full Time NEW

G4S PATIENT TRANSPORT SERVICES (PTS)

Based: Allington, Maidstone, Kent, ME16 0FZ

£50,000 – £55,000 Per Annum Dependant On Experience

Full Time, Permanent, Monday to Friday

Excellent Company benefits including Contributory Pension, G4S Life Assurance Scheme

About Us

G4S Patient Transport Services (PTS) is one of the UK’s largest Non-Emergency Patient Transport (NEPTS) providers, carrying out over 350,000 journeys on behalf of the NHS every year. With 12 operational bases across the UK and a dedicated call centre, we employ over 720 members of staff to deliver safe, caring, high-quality patient-centric transport.

The Opportunity

Lead the end-to-end assurance of NEPTS (General) services, overseeing discharge, transfer, and outpatient patient cohorts. You will own service delivery performance, protecting standards and optimising the patient journey while prioritizing safety and dignity.

Drive continuous improvement by translating operational data into decisive action. You will utilize live dashboards and audits to proactively resolve issues, meet cohort-specific KPIs, and serve as the strategic focal point for NHS Emergency Planning (EPRR) frameworks.

Key Responsibilities

Take the lead in a pivotal, high-impact role defined by extensive collaboration. You will forge close working relationships with key operational leaders, including the Contract & Service Improvement Manager, Resource & Standards Manager Teams, and the NEPTS (Renal) Service Assurance Manager.

Internally, you will partner directly with the Head of IPTH and critical teams like SPoC, Control Centre, Tactical Planning, and Work Force Management, alongside PTLO Leads across hospitals in Kent, Medway, and London.

You will also coordinate essential functions with Business Support, Relationship Management, and Business Intelligence Teams, as well as the wider PTS Senior Management team. Crucially, this role involves high-level external liaison, requiring you to manage relationships and reporting with senior NHS/ICB Commissioners, NHS Trusts, and specialised Outpatient, Ward, and Transfer Teams, ensuring service excellence with all key stakeholders.

Strategic Leadership: Own NEPTS (General) KPIs, focusing on punctuality, minimising on-vehicle duration, and resolving complaints definitively.

Service Assurance: Architect and implement an end-to-end assurance model from booking through to post-operational learning.

Operational Rigour: Lead daily briefings and performance reviews, validating compliance through rigorous auditing and business intelligence.

Success Measures

• KPI Delivery: Consistent punctuality and a downward trend in patient time-on-vehicle.
• Efficiency: Reduction in avoidable aborts and improved route utilisation.
• Quality: High audit pass rates and actionable learning from patient feedback.

Health & Safety Obligations

• Ensure Personal Safety Responsibility & Statutory Compliance & Cooperation by;
• Proactively ensure a safe working environment by taking all reasonable care for their own health and safety and that of any other person (including staff, patients, and the public) who may be affected by their actions or omissions at work, and;
• Fully co-operate with the employer and relevant parties in fulfilling any duty or requirement imposed by relevant statutory provisions, thereby ensuring strict compliance with all health and safety regulations.

About You

You should be calm under pressure, analytical, solution-focused, and committed to continuous improvement.

You must have excellent organisational and time management skills with the ability to manage competing priorities and attention to detail.

Excellent written and verbal communication skills are a must, as well as being able to demonstrate the ability to work to tight deadlines, maintain confidentiality, have the ability to prioritise workload, maintain high levels of accuracy and challenge where necessary.

We are looking for a highly motivated senior leader, with the ability to be resilient, confident with a tenacious can-do attitude. You must have the ability to embrace complexity, be a part of a busy and fast paced environment and be flexible and adaptable to deal with ever-changing scenarios.

A proven professional with professionalism and integrity, you will play an integral part of the G4S Patient Transport Services Team.

Essential Experience & Skills

• Extensive senior level operational experience with the NHS, private ambulance provider, or a comparable setting in the NEPTS sector
• Extensive senior assurance and operational experience in time-critical logistics, particularly involving high-dependency cohorts.
• High data literacy, proficient in utilising dashboards, variance reporting, and exception workflows to convert operational insight into strategic change.

More About Us

Diversity, Equality and Inclusion is an important part of G4S Patient Transport Services. We actively encourage applications from all backgrounds and are a fully inclusive employer who aims to support all employees to be their true selves. We are happy to discuss any reasonable adjustments for either the role or during the recruitment process.

G4S Patient Transport Services is committed to safeguarding and promoting the wellbeing of children and adults at risk and each employee is expected to support these goals.

At G4S, we understand that our people are our greatest asset and an essential part of our long-term business strategy. As such we are committed to the ongoing professional development and wellbeing of our staff, offering extensive training and progression opportunities and investing in the physical and mental health of our workforce.

Please note that these vacancies are subject to a 3 year checkable history and the strict vetting standards set by G4S.

You must be eligible to work in the UK and must have been resident in the UK for a minimum period of 3 years. You will also need to provide full details of your employment and education history for the last 3 years as part of the security screening process for this role.

G4S is the International business of Allied Universal, the world’s leading security and facility services provider and trusted partner to more than 400 of the Fortune 500. Allied Universal delivers unparalleled customer relationships, innovative solutions, cutting-edge smart technologies and tailored services that enable clients to focus on their core businesses. With operations in over 100 countries and territories, Allied Universal is the third largest private employer in North America and seventh in the world. Annual revenue is approximately $23 billion. There is no greater purpose and responsibility than serving and helping to safeguard customers, communities and people. For more information, visit g4s.com. In the UK, the company has an extensive network of offices and more than 31,000 employees.