Operations Manager

IC24; South Willesborough; Hybrid; GBP 38,000 - 52,000; Full time

Benefits offered by this job

NHS Pension Scheme

Learning & Development

Employee Assistance Programme (EAP)

Wellbeing initiatives

Blue Light Card discounts

Recognition & rewards program

Annual leave

Job summary

Integrated Care 24 (IC24) in Ashford, Kent, is seeking an Operations Manager to lead operational delivery across urgent care services, including NHS 111 and contact centres. You will work with Team Managers, clinical leads and quality teams to ensure safe, high-quality patient care and strong performance across services.

In this senior role you’ll develop future leaders, manage workforce planning and resource allocation, and drive continuous improvement in a fast-paced, 24/7 environment with a

Qualifications

• Has experience leading operational teams in a contact centre or 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 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.

Responsibilities

• Lead high-performing operational teams, providing visible leadership and a culture of accountability.
• Monitor performance, productivity and service levels; ensure quality and patient care standards.
• Identify opportunities to improve processes, patient experience and efficiency.
• Coach and develop Team Managers to build capability and confidence.
• Oversee workforce planning, rota management and resource allocation.
• Collaborate with clinical, quality and service delivery teams and partners.
• Support implementation of new pathways and service improvements for urgent care.

Skills

Operational leadership

Contact centre experience

Data-driven decision making

Change management

Stakeholder relations

Communication

People leadership

Job description

Package Description: 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 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

• 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

Most importantly, you'll be passionate about delivering excellent services through empowered, engaged and high-performing teams.

Who are we?

Integrated Care 24 (IC24) 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.

Every day, our people help patients access the care they need, when they need it most.

Location

Ashford, Kent

Travel between IC24 sites may be required.

Hybrid working opportunities may be available depending on service requirements.

What's in it for you?

• 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.

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