Head of Contact Center

Integrated Care 24; Norwich; On-site; GBP 50,000 - 60,000; Full time

Job summary

A leading not-for-profit Social Enterprise located in Norwich is seeking a dynamic Head of Contact Centres to lead their operational delivery of services including NHS 111. The ideal candidate will have proven leadership skills and be responsible for managing dispersed teams. This role offers a competitive salary of up to £60,000 and a supportive work culture centered on inclusion and professional development.

Benefits

Generous Annual Leave entitlement

Learning & development opportunities

Access to health and wellbeing initiatives

NHS Blue Light Discount Card

Colleague recognition and reward schemes

Access to NHS pension scheme

Qualifications

• Proven leadership experience in contact centre management.
• Strong track record in delivering operational performance.
• Excellent engagement with stakeholders.

Responsibilities

• Lead operational delivery of virtual contact centre services.
• Manage a large, dispersed workforce across multiple sites.
• Ensure compliance with regulatory and digital standards.

Skills

Leadership experience within a large-scale contact centre

Managing dispersed, multi-site or remote teams at scale

Delivering operational performance and quality outcomes

Stakeholder engagement skills

Strategic thinking

Confidence in data and digital systems

Job description

Overview

Head of Contact Centres

Who we are

Integrated Care 24 (IC24) is a leading not-for-profit Social Enterprise, providing innovative and patient-focused urgent care services. We are driven by our mission to deliver exceptional care to the communities we serve while supporting the wellbeing and development of our colleagues. As a Social Enterprise, we reinvest into our people and services, enabling us to make a real difference across the health and care landscape.

We are passionate about delivering high-quality, inclusive care that supports better patient outcomes and experiences. Through strong partnerships, innovative technology, and a commitment to our values - Innovation, Care, Respect and Excellence - we’re helping to shape a more integrated, responsive healthcare system.

The Role

We’re looking for a dynamic and strategic Head of Contact Centres to lead the operational delivery of our virtual contact centre services, including NHS 111 and other non-face-to-face care navigation functions.

Reporting to the Deputy Divisional Director of Integrated Urgent Care (IUC), this is a key leadership role responsible for managing a large, dispersed workforce operating both remotely and across multiple sites. You’ll provide both strategic direction and hands-on operational leadership to teams delivering vital 111 services, clinical advice, call handling, and clinical validation.

You will champion performance, quality and colleague experience across our contact centre model - ensuring we meet regulatory, contractual and digital standards. You’ll also build strong relationships with system partners and internal stakeholders to support seamless, integrated service delivery.

Above all, you’ll foster a culture of professionalism, inclusion, and continuous improvement - creating a place where people feel empowered, supported and inspired to deliver exceptional care.

What you’ll need

To succeed in this role, you’ll need to bring:

• Proven leadership experience within a large-scale contact centre
• Experience managing dispersed, multi-site or remote teams at scale
• A strong track record of delivering operational performance and quality outcomes
• Excellent stakeholder engagement skills, including working with commissioners, regulators and partner organisations
• Strategic thinking, with the ability to lead change and continuous improvement
• A passion for people – developing and supporting colleagues, promoting wellbeing and driving inclusion
• Confidence in working with data, technology and digital systems to drive decision-making and improvements
• Knowledge of NHS 111, IUC or similar urgent care services would be a plus but not required

What you’ll get

• Up to £60,000 basic salary (DOE)
• Generous Annual Leave entitlement (increasing with service)
• Learning & development opportunities to support your career journey
• Access to our health and wellbeing initiatives, including free 24/7 counselling support
• NHS Blue Light Discount Card
• Colleague recognition and reward schemes
• Access to NHS pension scheme or company pension
• The opportunity to make a real impact within a growing Social Enterprise

We believe that inclusion and belonging are fundamental to excellence at IC24. We’re committed to building an environment where every colleague - regardless of background, ability or identity - is empowered, respected, and feels they belong. Our Colleague Resource Groups (CRGs) - including Gender Equality, Cultural Inclusion4All, LGBTQ+Friends, and Disability Confident - are integral to this mission. We encourage applications from under‑represented groups and welcome requests for reasonable adjustments during the recruitment process.

If you’d like to find our more information – please contact our Recruitment Partner Lucy on [e-mail]