Resource Planning Controller

About OnCue Transport

OnCue specialises in the provision of care-led, compliant, and scalable non-emergency patient transport services to ICBs, NHS Trusts, and Ambulance providers. Delivering exceptional service is central to our continued growth and the trust placed in us by our partners.

Our Mission

To create value for our customers and partners by delivering innovative and care-driven patient transport solutions.

Our Vision

To be recognised as a leader in our industry through innovation and our commitment to caring for patients, employees, and partners.

At OnCue, teamwork is critical to success. We encourage positive working relationships across all departments and with external partners to achieve our shared goals.

The Role

We are looking for a highly organised and proactive Planning Allocator Specialist to join our Operations Team.

This is a fast-paced role that combines strategic planning, resource allocation, driver engagement, and operational problem-solving. You will play a key role in ensuring that patient journeys are planned efficiently, allocated fairly, and delivered in line with our contractual KPIs and service standards.

You will work closely with Operations Managers, Driver Services, Fleet, Trust partners, and Driver Companions to deliver a high-quality patient transport service across London and surrounding areas.

The Planning Allocator Specialist is responsible for the planning, allocation, and real-time control of patient transport activity, ensuring resources are deployed efficiently, journeys are allocated fairly, and contractual performance standards are consistently achieved.

Key Responsibilities

• Accountable for pre-planning daily transport activity.

• Accountable for split planning and resource allocation.

• Primary owner of fair allocation processes.

• Monitor and manage Driver Companion availability.

• Accountable for supporting the delivery of contractual KPIs through effective planning, resource allocation, and operational decision-making.

• Conduct outbound operational calls to Driver Companions.

• Assist with planning and allocation activities during peak periods.

• Ensure delivery service aligns with contractual SLAs and KPIs.

• Responsible for ensuring all available resources are effectively utilised.

• Responsible for escalating capacity risks, service delivery concerns, and operational challenges.

• Support continuous improvement initiatives across planning, allocation and service delivery activities.

Daily Responsibilities

Planning & Scheduling

• Develop and implement efficient schedules for approximately 600–700 patient journeys per day.

• Allocate work across a fleet of 200+ Driver Companions.

• Optimise routes using company systems to minimise travel time and maximise service efficiency.

• Review driver availability and operational resources to ensure full-service coverage.

• Identify potential capacity gaps and support proactive resource planning.

Allocation Management

• Ensure patient journeys are allocated fairly, transparently, and in accordance with company policies.

• Monitor earnings distribution and support fair allocation practices.

• Identify and address allocation issues proactively.

• Ensure all work is allocated in a timely manner and escalated where capacity constraints exist.

Operational Control

• Monitor live operations and service performance throughout the day.

• Reallocate resources in response to changing operational demands.

• Identify potential service failures and implement mitigation plans.

• Work closely with Operations Managers to resolve emerging operational issues.

• Manage unallocated work and ensure timely allocation of all journeys.

• Support major incidents and business continuity responses where required.

Performance & KPI Management

• Maintain service delivery targets.

• Monitor key performance indicators including service levels, driver utilisation, operational efficiency, and allocation performance.

• Support continuous improvement initiatives through data analysis and operational feedback.

• Take proactive action to mitigate delays and minimise service failures.

Communication & Driver Engagement

• Conduct outbound calls to Driver Companions to confirm operational readiness.

• Support inbound call handling when required.

• Build and maintain positive working relationships with drivers and operational teams.

• Assist in retaining Driver Companions through effective communication and support.

• Liaise with Driver Services regarding availability, onboarding and engagement levels.

Driver Resource Management

• Maintain accurate records of Driver Companion availability.

• Identify future resource gaps and escalate recruitment requirements where appropriate.

• Ensure sufficient resource levels are available to meet operational demand.

• Support Driver Companion engagement and retention initiatives.

Problem Solving & Operational Support

• Respond quickly to operational challenges including service disruptions, vehicle issues, and staffing shortages.

• Escalate risks and concerns appropriately.

• Work closely with management to identify and implement solutions.

• Support operational recovery plans when service performance is impacted.

Reporting & Analysis

• Produce daily operational reports as required.

• Analyse performance trends and identify opportunities for improvement.

• Maintain accurate operational records and planning data.

• Support management with operational performance reviews and investigations.

Team Development

• Support the training and development of new team members.

• Share knowledge and best practice across the Operations Team.

• Contributes to a positive, collaborative, and high-performing team culture.

Skills & Experience

To succeed in this role, you will need:

• Previous experience within transport, logistics, scheduling, planning, allocation, or control environments.

• Experience managing large-scale scheduling or allocation activities.

• Strong organisational and time management skills.

• Excellent attention to detail.

• Strong analytical and problem-solving abilities.

• Experience using planning, scheduling, or allocation software.

• Excellent communication and interpersonal skills.

• Ability to work effectively under pressure and manage competing priorities.

• Good knowledge of Microsoft Office applications.

• Ability to work collaboratively within a team environment.

• Ability to interpret operational performance data and make informed decisions.

• Experience within Non-Emergency Patient Transport Services (NEPTS), healthcare logistics, ambulance services, or a comparable transport environment (desirable).

• Strong geographical knowledge of London and surrounding areas (desirable).

Personal Attributes

• Determined and persistent.

• Effective communication skills.

• Self-aware and accountable.

• Honest and trustworthy.

• Solution-focused mindset.

• Eager to learn and develop.

• Strong team player.

• Customer and patient focused.

Benefits & Company Culture

At OnCue, we offer:

Competitive salary.

Opportunities for career progression and development.

Supportive and collaborative working environment.

Comprehensive training and ongoing development.

The opportunity to make a real difference in patient care and transportation services.