Operations Manager

INTEGRATED CARE 24 LTD; South Willesborough; Hybrid; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Salary 45k

6.6 weeks annual leave

NHS Pension Scheme

Career development opportunities

Employee Assistance Programme

Health and wellbeing initiatives

Blue Light Card discounts

Recognition and rewards

Job summary

Integrated Care 24 Ltd is seeking an Operations Manager to lead urgent care delivery across NHS 111, Contact Centres and related services. This senior role partners with Team Managers, clinical leaders and quality teams to drive safe, high-quality care and strong performance.

You will manage multiple teams, use KPIs to drive improvement, and develop future leaders in a fast-paced, 24/7 environment with hybrid working options.

Qualifications

• Experience leading operational teams in a contact centre or fast-paced service environment.
• Experience managing multiple teams, functions or locations.
• Confident using performance data and KPIs to drive improvement.
• Track record of delivering operational performance and quality outcomes.
• Ability to lead and support change initiatives.
• Strong relationship-building with colleagues, stakeholders and partners.

Responsibilities

• Lead operational delivery across NHS 111, Contact Centres and related service delivery functions.
• Collaborate with Team Managers, clinical leaders and quality teams to ensure safe, high-quality care and strong performance.
• Provide visible leadership to teams, fostering accountability, engagement and service excellence.
• Drive continuous improvement and develop future leaders within a 24/7 urgent care environment.
• Manage resources, scheduling and stakeholder relationships to sustain safe and effective services.
• Support and implement new pathways and service developments to enhance urgent care delivery.

Skills

Operational leadership

Contact centre experience

Data-driven management

Performance metrics (KPIs)

Change management

Stakeholder relations

Communication

Tools

MS Office

Job description

Job summary

The role Behind every successful patient journey is a contact centre operation that runs safely, efficiently and delivers the right support at the right time. At IC24, we're looking for an Operations Manager to lead operational delivery across our urgent care services, including NHS 111, Contact Centres and associated service delivery functions. This is a senior leadership role where you'll work closely with Team Managers, clinical leaders and quality teams to ensure our services consistently deliver excellent patient outcomes, exceed performance expectations and provide a great colleague experience. You'll lead operational performance across multiple teams and services, driving continuous improvement, developing future leaders and ensuring our patients receive safe, responsive and high-quality care. Most importantly, you'll understand that empowered colleagues and effective leadership create better outcomes for patients and communities. What you'll focus on Leading high-performing operationa

Main duties of the job

At IC24, we are looking for an Operations Manager to lead operational delivery across our urgent care services, including NHS 111, Contact Centres, and associated service delivery functions. This senior leadership role involves collaborating with Team Managers, clinical leaders, and quality teams to ensure our services consistently deliver excellent patient outcomes, exceed performance expectations, and provide a positive colleague experience. The Operations Manager will lead operational performance across multiple teams and services, driving continuous improvement, developing future leaders, and ensuring provision of safe, responsive, and high-quality care. Key focuses of the role include leading high-performing operational teams, driving contact centre performance, delivering continuous improvement, supporting and developing leaders, managing resources effectively, building strong stakeholder relationships, and delivering quality and patient safety. This role provides le

About us

IC24, or Integrated Care 24, is a leading not-for-profit social enterprise providing NHS 111, GP Out of Hours, primary care, and urgent care services to more than six million patients across the UK.

As a social enterprise, IC24 is committed to delivering excellent healthcare services while prioritizing the wellbeing of its patients and communities.

Every day, our dedicated team of professionals works tirelessly to help patients access the care they need, precisely when they need it most.

Our vision is to create a sustainable healthcare system that not only meets immediate healthcare needs but also contributes positively to the broader community.

We take pride in our innovative approaches to healthcare, prioritizing collaboration, quality, and patient-centered care.

IC24 values diversity, inclusiveness, and the drive for continuous improvement in healthcare delivery.

Job responsibilities

Behind every successful patient journey is a contact centre operation that runs safely, efficiently and delivers the right support at the right time.

At IC24, we're looking for an Operations Manager to lead operational delivery across our urgent care services, including NHS 111, Contact Centres and associated service delivery functions.

This is a senior leadership role where you'll work closely with Team Managers, clinical leaders and quality teams to ensure our services consistently deliver excellent patient outcomes, exceed performance expectations and provide a great colleague experience.

You'll lead operational performance across multiple teams and services, driving continuous improvement, developing future leaders and ensuring our patients receive safe, responsive and high-quality care.

Most importantly, you'll understand that empowered colleagues and effective leadership create better outcomes for patients and communities.

What you'll focus on Leading high-performing operational teams

You'll provide visible leadership to Team Managers and operational colleagues, creating a positive culture focused on accountability, engagement and service excellence.

Driving contact centre performance

You'll monitor operational performance, productivity and service levels, using data and insight to ensure contractual, quality and patient care standards are achieved.

Delivering continuous improvement

You'll identify opportunities to improve processes, patient experience and operational efficiency, leading quality improvement initiatives across the service.

Supporting and developing leaders

You'll coach and develop Team Managers, helping them build capability, confidence and leadership skills to support high-performing teams.

Managing resources effectively

You'll oversee workforce planning, rota management and resource allocation, ensuring services remain safe, effective and sustainable.

Building strong stakeholder relationships

You'll work collaboratively with clinical, quality and service delivery teams while representing IC24 in partnership meetings across the wider healthcare system.

Delivering quality and patient safety

You'll work closely with Clinical and Quality teams to ensure services meet contractual, regulatory and organisational standards.

Leading through change

You'll support the implementation of new pathways, service developments and operational improvements that enhance urgent care delivery.

The environment you'll work in

Our Integrated Urgent Care services operate 24 hours a day, 365 days a year, supporting patients when they need urgent healthcare advice and access to clinical services.

As an Operations Manager, you'll provide leadership across a fast-paced, high-volume operational environment where performance, quality, patient safety and colleague wellbeing are equally important.

You'll work across multiple service areas and locations, maintaining a visible leadership presence and supporting organisational priorities both operationally and strategically.

What matters in this role

You'll be someone who:

Has experience leading operational teams in a contact centre or other fast-paced service environment

Has experience managing multiple teams, functions or locations

Is confident using performance data and KPIs to drive improvement

Has a track record of delivering operational performance and quality outcomes

Can successfully lead and support change initiatives

Builds strong relationships with colleagues, stakeholders and partners

Is an excellent communicator who can influence at all levels

Leads with integrity, resilience and a people-first approach

What's in it for you?

Location Ashford, Kent

Travel between IC24 sites may be required.

Hybrid working opportunities may be available depending on service requirements.

• Salary of £45,000 per annum
• 6.6 weeks of annual leave
• Access to the NHS Pension Scheme
• Learning and development opportunities to support your career journey
• Employee Assistance Programme including free 24/7 counselling support
• Access to health and wellbeing initiatives
• Blue Light Card discounts
• Colleague recognition and reward schemes
• The opportunity to make a real impact within a growing Social Enterprise

Interviews will be held W/C 14th September 2026.

We celebrate brave ideas and brave people. careers.ic24.org.uk

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 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].

Person Specification

• Experience leading operational teams in a contact centre or other fast-paced service environment. Experience managing multiple teams, functions, or locations. Confidence in using performance data and KPIs to drive improvement. Track record of delivering operational performance and quality outcomes. Ability to successfully lead and support change initiatives. Strong relationship-building skills with colleagues, stakeholders, and partners. Excellent communication and influence skills at all levels. Leadership with integrity, resilience, and a people-first approach.

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.

Employer details

Employer name

Integrated Care 24 Ltd

Address

IC24

Kent with a requirement to travel to other sites

TN24 0GP

United Kingdom

Employer's website