Operational Delivery Manager - Welwyn Garden City

NHS; Maidstone; On-site; GBP 31,000 - 33,000; Part time

Job summary

A healthcare provider in Maidstone is looking for a part-time Operational Delivery Manager to oversee their NHS111 service. You will lead teams, ensure excellent patient care, and monitor performance metrics. Ideal candidates have NHS111 knowledge, customer service experience, and strong communication skills. Salary ranges from £31,000 to £33,000 pro-rata. Benefits include NHS Pension and various wellbeing support services.

Benefits

Exclusive Discounts

NHS Pension Scheme

Wellbeing Support

Recognition and Rewards

Financial Perks

Career Growth

Office Comforts

Qualifications

• At least one year of experience with NHS111.
• Experience in a healthcare provider organisation, preferably Out of Hours.
• Ability to work autonomously with minimal supervision.

Responsibilities

• Lead the NHS111 team, providing real-time support.
• Monitor metrics and make real-time decisions.
• Manage patient complaints in coordination with third parties.

Skills

NHS111 service knowledge

Customer service experience

Strong communication skills

IT proficiency

Organisational skills

Flexibility

Education

English and Maths to GCSE level 4 (Grade C) or equivalent

Tools

Word

Excel

Storm

Adastra

Job description

Overview

Are you a dynamic leader with a passion for healthcare excellence? We're seeking a skilled Operational Delivery Manager to oversee our NHS111 service and drive outstanding patient care, quality, and efficiency. Working alongside senior clinicians, you'll be the first point of contact during out-of-hours operations, ensuring a smooth, responsive, and high-performing NHS111 service 24/7.

Main duties

• Act as the go-to leader for NHS111 staff, offering real-time support, troubleshooting, and escalation as needed.
• Drive performance: Monitor contact centre metrics, making real-time decisions to meet Key Performance Indicators (KPIs).
• Maintain safety and continuity: Oversee health and safety on shift, act as Fire Marshal, and ensure the availability of Basic Life Support.
• Resolve and respond: Manage and log patient complaints, work with third parties (e.g., Police, Ambulance Service), and liaise with Clinical Navigators to ensure safe, efficient patient outcomes.

About us

At HUC, we're proud to invest in our people by offering a wide range of exciting benefits that support your personal, professional, and financial wellbeing:

• Exclusive Discounts: Unlock savings on shopping, travel, and more, through our Discount Hub, Blue Light Card, Tickets for Good, and more.
• NHS Pension Scheme: Secure your future with the NHS Pension, offering peace of mind and long-term financial benefits for all our staff.
• Wellbeing Support: Your health matters! Access counselling services, personalised health plans, meditation guides, energising fitness routines, and healthy recipes.
• Recognition and Rewards: Peer shout-outs, special awards, and exclusive event vouchers.
• Financial Perks: Free financial advice, a healthcare cash plan, and savings options through our Credit Union.
• Career Growth: My Academy training programs, internal vacancies, and regular updates.
• Office Comforts: Unlimited tea and coffee, free parking, relaxing areas, and team events.

Details

Date posted: 26 September 2025

Pay scheme: Other

Salary: £31,000 to £33,000 a year Pro rata

Contract: Permanent

Working pattern: Part-time

Location: WGC, Herts, AL74HL

Job responsibilities

Responsibilities related to the NHS111 Operational Delivery Manager role are as described in the Overview and Main duties above.

Knowledge and Experience

• Knowledge of the NHS111 service with at least one year service
• English and Maths to GCSE level 4 (Grade C) or equivalent
• Developed IT and keyboard skills, proficient with Word and Excel, confident with Storm and Adastra
• Experience in a customer service role
• Previous experience in a healthcare provider organisation, ideally in the Out of Hours environment
• Strong communication skills (persuasion, motivation, explaining) both verbal and written, including management reports
• Strong organisational and delegation skills with the confidence to take leadership decisions
• Flexible approach to undertake the full range of call centre roles when necessary
• Able to work on own initiative with minimal supervision
• Pathways & Associated Systems working knowledge

Disclosure

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Employer details

Employer name: HUC

Address: WGC, Herts, AL74HL

Employer's website: https://hucweb.co.uk/ (Opens in a new tab)