Operations Manager

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

Benefits offered by this job

6.6 weeks annual leave

NHS Pension Scheme

Learning and development opportunities

Employee Assistance Programme with 24/

Health and wellbeing initiatives

Blue Light Card discounts

Colleague recognition and reward Sche

Job summary

Integrated Care 24 (IC24) is opening a brand-new Peterborough contact centre and seeks an Operations Manager to lead NHS 111 and Integrated Urgent Care services. Flexible base from Peterborough or other IC24 offices with regular travel to Peterborough to support delivery, stakeholder engagement and service development.

You will oversee multiple urgent care services, drive performance, and shape a positive culture focused on patient safety and continuous improvement from day one.

Qualifications

• 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

Responsibilities

• Leading High-Performing TeamsProvide visible and inspiring leadership, supporting Team Managers and operational colleagues to deliver exceptional service while creating an engaged, accountable and positive culture.
• Driving Operational PerformanceMonitor service levels, workforce productivity, patient access and key performance indicators to ensure contractual and quality standards are consistently achieved.
• Delivering Continuous ImprovementIdentify opportunities to improve patient experience, operational processes and service efficiency, leading change and improvement initiatives across the operation.
• Developing Future LeadersCoach and support Team Managers to build leadership capability, confidence and resilience, helping them develop high-performing teams.
• Workforce and Resource ManagementOversee workforce planning, resource allocation and operational resilience to ensure services remain safe, sustainable and responsive to patient demand.
• Building Strong PartnershipsWork collaboratively with clinical, quality and service delivery teams, developing positive relationships both internally and across the wider healthcare system.
• Quality, Governance and Patient SafetySupport delivery of safe, effective and compliant services, ensuring regulatory, contractual and organisational standards are maintained.
• Leading Through ChangePlay a key role in implementing new services, pathways and operational developments as IC24 continues to grow and innovate.

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 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 TeamsProvide visible and inspiring leadership, supporting Team Managers and operational colleagues to deliver exceptional service while creating an engaged, accountable and positive culture.
• Driving Operational PerformanceMonitor service levels, workforce productivity, patient access and key performance indicators to ensure contractual and quality standards are consistently achieved.
• Delivering Continuous ImprovementIdentify opportunities to improve patient experience, operational processes and service efficiency, leading change and improvement initiatives across the operation.
• Developing Future LeadersCoach and support Team Managers to build leadership capability, confidence and resilience, helping them develop high-performing teams.
• Workforce and Resource ManagementOversee workforce planning, resource allocation and operational resilience to ensure services remain safe, sustainable and responsive to patient demand.
• Building Strong PartnershipsWork collaboratively with clinical, quality and service delivery teams, developing positive relationships both internally and across the wider healthcare system.
• Quality, Governance and Patient SafetySupport delivery of safe, effective and compliant services, ensuring regulatory, contractual and organisational standards are maintained.
• Leading Through ChangePlay a key role in implementing new services, pathways and operational developments as IC24 continues to grow and innovate.

About You

• 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
• NHS Pension Scheme
• 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.

If you need any workplace adjustments during the application or interview process, or have accessibility requirements, please contact the recruitment team at [e-mail].