24/7 Urgent Care Operations Lead

Integrated Care 24 Ltd; Norwich; On-site; GBP 19,000 - 28,000; Full time

Benefits offered by this job

Competitive pay rate

NHS Pension Scheme

Enhanced Bank Holiday rates

6.6 weeks annual leave

Enhanced family leave

Employee Assistance Programme

Discount platform access

Blue Light Card & NHS discounts

Job summary

Integrated Care 24 Ltd is seeking an Operations Officer to lead from the front, monitor performance and support colleagues across NHS 111, CAS and face-to-face services. The role requires calm, decisive leadership in a 24/7 environment and collaboration with internal and external partners to sustain service continuity.

You'll oversee queue management, respond to challenges, and coordinate resources for Care Co-Ordinators and Navigators while ensuring patient safety and regulatory compliance

Qualifications

• Experience working within NHS, healthcare or urgent care services.
• Ability to lead and support colleagues in a busy operational environment.
• Calm under pressure with strong decision-making and communication skills.
• Strong focus on quality, performance and patient outcomes.

Responsibilities

• Lead operational activity during shifts, providing visible leadership across service areas.
• Support frontline teams with sound judgment to resolve issues and make informed decisions.
• Monitor queue management and performance, identify risks and escalate where needed.
• Coordinate support for operational teams, Care Co-Ordinators and Navigators.
• Liaise with internal and external partners to ensure clear communication and collaboration.
• Contribute to quality improvement initiatives and safeguarding and patient safety processes.
• Maintain compliance with policies, procedures and regulatory requirements.

Job description

Integrated Care 24 Ltd is seeking an Operations Officer to lead from the front, monitor performance and support colleagues across NHS 111, CAS and face-to-face services. The role requires calm, decisive leadership in a 24/7 environment and collaboration with internal and external partners to sustain service continuity.

You'll oversee queue management, respond to challenges, and coordinate resources for Care Co-Ordinators and Navigators while ensuring patient safety and regulatory compliance