Operations Manager

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

Benefits offered by this job

Salary £45,000 per annum

6.6 weeks annual leave

Learning and development opportunities

Employee Assistance Programme with 24/

Job summary

IC24 is expanding and opening a brand-new contact centre in Peterborough. We are seeking an Operations Manager to lead NHS 111 and Integrated Urgent Care services, ensuring safe, high-quality patient support and strong performance.

The role guides Team Managers, Clinical Leads and Quality teams, with regular travel to Peterborough and coordination across Ashford, Ipswich or Norwich offices as IC24 grows. Join us to build a high-performing hub and shape new processes.

Qualifications

• Experience leading teams in a contact centre, healthcare environment or fast-paced operation.
• Proven ability to lead multiple teams, functions, or locations.
• Experience implementing new services or pathways.
• Uses KPIs to drive improvement and decision-making.
• Track record of delivering operational and quality outcomes.
• Comfortable leading service improvements and organisational change.

Responsibilities

• Provide visible leadership to Team Managers and operational colleagues to deliver exceptional service and a positive culture.
• Monitor service levels, workforce productivity and KPIs to ensure contractual and quality standards are met.
• Identify opportunities to improve patient experience, processes and efficiency; lead change initiatives.
• Coach Team Managers to build leadership capability and resilience.
• Oversee workforce planning, resource allocation and operational resilience.
• Collaborate with clinical, quality and service delivery teams to build strong relationships.
• Support delivery of safe, compliant services and maintain governance standards.
• Lead the introduction of new services and operational developments as IC24 grows.

Skills

Team leadership

Contact centre experience

Healthcare environment

Multi-site leadership

Data-driven decisions

Stakeholder engagement

Change management

Communication

Job 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.

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