Control & Dispatch Supervisor

When the plan falls apart at half four on a Friday (a vehicle off the road, a ward ringing about a discharge, a crew close to their hours), somebody has to decide what happens next. That's this job.

We're looking for a Control & Dispatch Supervisor to run our control room in Castlebar. You'll lead our team of Control & Dispatch Officers, be the escalation point for crews and clients, and carry responsibility for how the operation runs while you're in charge.

It's a real decision-making role, not a senior dispatcher title with the same job attached.

What you'll be doing

• Running the control room on your shift: the plan, the people, and the decisions when it comes under pressure
• Leading, coaching and developing the Officer team, including inductions and one-to-ones
• Making the final call when jobs compete for the same vehicle or crew
• Being the first escalation point for crews, clients and Officers
• Leading the response to breakdowns, collisions, staffing gaps and service failures
• Auditing call handling and record quality, and feeding back constructively
• Tracking performance against contract commitments and flagging problems early
• Handling escalated client queries and complaints directly
• Working with our development team on how our in-house dispatch platform evolves

What you need

Essential:

• Experience in ambulance control, emergency services dispatch, transport or logistics planning, or similar coordination work
• Experience leading or coordinating a team, formally or as the person others already turn to
• Sound judgement, and the confidence to make a decision under pressure and stand over it
• Strong attention to detail and a methodical approach to records
• Clear, professional English, written and spoken
• Confident with computers and able to learn bespoke software to a high standard
• Able to give and take feedback constructively
• Leaving Certificate or equivalent

Nice to have:

• Team leader or supervisor experience in a control room, contact centre or other 24/7 operation
• Knowledge of the Irish healthcare system: acute hospitals, nursing homes, HSE structures
• Experience of quality auditing, incident investigation or complaint handling
• Experience monitoring contract or SLA performance
• A PHECC qualification, or a management, leadership or quality qualification

What we offer

• Real authority to run the control room
• You'll start in our current control room and lead the team's move into our new purpose-built control room in Castlebar, opening early 2027, with a say in how it's set up
• Structured induction and a shadowing period with the Head of Control & Dispatch before you take charge
• A direct say in how our dispatch platform develops

About us

Murray Ambulance Service has been Irish owned and family run since 2008. We're PHECC-licensed, ISO 9001:2015 certified and CHKS accredited, with eight bases from Letterkenny to Limerick.

Pay: From €36,800.00 per year

Benefits:

• Bike to work scheme
• Employee assistance program
• Employee discount
• On-site parking

Application question(s):

• 1. Do you have experience in control room, dispatch, transport/logistics planning or similar coordination work?
• 2. Have you led or coordinated a team, formally or informally?
• 3. Can you reliably get to our Castlebar control room for full-time rostered hours?

Work Location: In person