Operations Manager

Integrated Care 24 Ltd; Macclesfield; Hybrid; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Salary £45k p.a.

6.6 weeks annual leave

Learning and development opportunities

Employee Assistance Programme 24/7

Health and wellbeing initiatives

Blue Light Card discounts

Recognition and rewards schemes

Positive impact in a growing social e

DBS check and eligibility to work inUK

Job summary

Integrated Care 24 (IC24) is opening a brand-new Peterborough contact centre and seeking an experienced Operations Manager to lead NHS 111 and Integrated Urgent Care services. This fixed-term role until April 2027 offers the chance to shape a new operation, build high‑performing teams and make a real difference to patients daily.

The role involves oversight across Peterborough and other sites with regular travel to Peterborough to support delivery, stakeholder engagement and service development.

Qualifications

• Experience managing teams within a contact centre, healthcare environment or other fast-paced operational setting.
• Experience leading multiple teams, functions or locations.
• Proven track record of delivering operational and quality outcomes.

Responsibilities

• Provide leadership across multiple urgent care services, working closely with Team Managers, Clinical Leads and Quality teams.
• Lead NHS 111 and Integrated Urgent Care Services to ensure safe, high-quality and responsive patient support.
• Regular travel to Peterborough to support operational delivery, stakeholder engagement and service development.
• Lead service safety, efficiency, quality, patient safety and continuous improvement.
• Oversee workforce planning, resource allocation and operational resilience.
• Build strong relationships with colleagues, stakeholders and partners.
• Support delivery of safe, effective and compliant services.
• Play a key role in implementing new services and pathways.

Skills

Contact centre management

Healthcare operations

Leadership

KPIs and data-driven decisions

Stakeholder engagement

Job description

Operations Manager - NHS 111 & Integrated Urgent Care Services Fixed Term Contract until April 2027 Be part of something new. Help shape the future of urgent care in Peterborough. IC24 is expanding, and we're excited to be opening a brand-new contact centre in Peterborough. This is a unique opportunity for experienced operational leaders to join us at the start of an exciting new chapter and play a pivotal role in building high-performing teams that make a real difference to patients every day. Working across our Integrated Urgent Care (IUC) division, including our Peterborough site, you will lead services across NHS 111 and/or Face‑to‑Face Out of Hours care, ensuring patients receive safe, high-quality and responsive support whenever they need us. While the role can be based from our Peterborough, Ashford, Ipswich or Norwich offices, it will require regular travel to Peterborough to support operational delivery, stakeholder engagement and the continued development of our services. The Role As an Operations Manager, you'll provide leadership across multiple urgent care services, working closely with Team Managers, Clinical Leads and Quality teams to deliver excellent patient outcomes, strong operational performance and an outstand

Main duties of the job

As an Operations Manager at IC24, you will lead NHS 111 and Integrated Urgent Care Services, shaping the future of urgent care in Peterborough. This fixed-term role until April 2027 offers the chance to be part of something new as IC24 expands with a new contact centre. This opportunity is for operational leaders keen to build high-performing teams that positively impact patients' lives. The role involves leadership across multiple urgent care services, ensuring safe, high-quality, and responsive support for patients. Regular travel to Peterborough will be required to support operational delivery, stakeholder engagement, and service development. You will work closely with Team Managers, Clinical Leads, and Quality teams to ensure excellent patient outcomes and outstanding colleague experiences. Responsibilities include service safety, efficiency, quality, patient safety, and continuous improvement.

About us

Integrated Care 24 (IC24) is a not‑for‑profit social enterprise, leading in delivering NHS 111, GP Out of Hours, Primary Care, and Urgent Care services to over six million patients across the UK. Every day, IC24 teams help people access essential care when they need it most. By joining the new Peterborough operation, you will be part of building a new contact centre from the ground up, playing a key role in delivering vital NHS services to local communities. The organisation values innovative ideas and diverse perspectives, ensuring an inclusive environment where everyone feels they belong. IC24 is committed to equal opportunities, encouraging applications from ethnic minorities, those with disabilities, LGBTQ+ communities, neurodiverse individuals, and other under‑represented groups. Safeguarding and promoting the welfare of service users and employees is paramount.

Job responsibilities

Package Description:

Operations Manager - NHS 111 & Integrated Urgent Care Services

Be part of something new. Help shape the future of urgent care in Peterborough.

IC24 is expanding, and we're excited to be opening a brand-new contact centre in Peterborough. This is a unique opportunity for experienced operational leaders to join us at the start of an exciting new chapter and play a pivotal role in building high-performing teams that make a real difference to patients every day.

Working across our Integrated Urgent Care (IUC) division, including our Peterborough site, you will lead services across NHS 111 and/or Face‑to‑Face Out of Hours care, ensuring patients receive safe, high-quality and responsive support whenever they need us. While the role can be based from our Peterborough, Ashford, Ipswich or Norwich offices, it will require regular travel to Peterborough to support operational delivery, stakeholder engagement and the continued development of our services.

The Role

As an Operations Manager, you'll provide leadership across multiple urgent care services, working closely with Team Managers, Clinical Leads and Quality teams to deliver excellent patient outcomes, strong operational performance and an outstanding colleague experience.

This is an opportunity to help establish and shape a new operational hub, creating a positive culture, developing future leaders and driving performance from day one.

You'll be responsible for ensuring our services operate safely, efficiently and effectively while maintaining a relentless focus on quality, patient safety and continuous improvement.

What You'll Be Doing

Leading High-Performing Teams

Provide visible and inspiring leadership, supporting Team Managers and operational colleagues to deliver exceptional service while creating an engaged, accountable and positive culture.

Driving Operational Performance

Monitor service levels, workforce productivity, patient access and key performance indicators to ensure contractual and quality standards are consistently achieved.

Identify opportunities to improve patient experience, operational processes and service efficiency, leading change and improvement initiatives across the operation.

Coach and support Team Managers to build leadership capability, confidence and resilience, helping them develop high-performing teams.

Workforce and Resource Management

Oversee workforce planning, resource allocation and operational resilience to ensure services remain safe, sustainable and responsive to patient demand.

Building Strong Partnerships

Work collaboratively with clinical, quality and service delivery teams, developing positive relationships both internally and across the wider healthcare system.

Quality, Governance and Patient Safety

Support delivery of safe, effective and compliant services, ensuring regulatory, contractual and organisational standards are maintained.

Leading Through Change

Play a key role in implementing new services, pathways and operational developments as IC24 continues to grow and innovate.

About You

We're looking for a confident and experienced operational leader who:

• Has experience managing teams within a contact centre, healthcare environment or other fast‑paced operational setting
• Has experience leading multiple teams, functions or locations
• Proven experience of leading the implementation of new services
• Uses performance data and KPIs to drive improvement and decision‑making
• Has a track record of delivering operational and quality outcomes
• Is comfortable leading service improvements and organisational change
• Builds strong relationships with colleagues, stakeholders and partners
• Communicates effectively and can influence at all levels
• Leads with integrity, resilience and a people-first approach

Most importantly, you'll be passionate about developing people, delivering excellent services and making a meaningful difference to the communities we serve.

Why Join IC24?

Integrated Care 24 (IC24) is a leading not‑for‑profit social enterprise delivering NHS 111, GP Out of Hours, Primary Care and Urgent Care services to more than six million patients across the UK. Every day, our teams help people access the care they need, when they need it most.

Joining our new Peterborough operation means you'll have the opportunity to help build something from the ground up while playing a key role in delivering vital NHS services to local communities.

What's In It For You?

• Salary of £45,000 per annum
• 6.6 weeks annual leave
• Learning and development opportunities
• Employee Assistance Programme with 24/7 counselling support
• Health and wellbeing initiatives
• Blue Light Card discounts
• Colleague recognition and reward schemes
• The opportunity to make a genuine impact within a growing social enterprise

Help us build something exceptional in Peterborough.

Due to the nature of this position, employment is subject to proof of eligibility to work in the UK, a satisfactory enhanced DBS check and satisfactory references.

We celebrate brave ideas and brave people.

We have a duty to safeguard, protect and promote the welfare of those who use our services and our employees. This means we take every step we can to protect from harm, abuse and damage.

We are committed to providing equal opportunities for all and encourage applications from ethnic minorities, those with disabilities, LGBTQ+ communities, neurodiverse individuals, and other under‑represented groups. We're dedicated to creating an inclusive environment where everyone feels they belong.

Person Specification

Qualifications

• The role requires a confident and experienced operational leader with experience managing teams within a contact centre, healthcare environment, or fast‑paced setting. The ideal candidate should have experience leading multiple teams, functions, or locations and have a track record of implementing new services. Skills in using performance data and KPIs to drive improvement are essential. Proven delivery of operational and quality outcomes, comfort in leading service improvements, and building strong relationships with colleagues and stakeholders are needed. Effective communication and influencing skills at all levels, along with integrity, resilience, and a people-first approach, are crucial.

Disclosure and Barring Service Check

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 (formerly known as CRB) to check for any previous criminal convictions.