Operations Officer

CLEO Systems 24 Ltd; Norwich; On-site; GBP 19,000 - 28,000; Full time

Benefits offered by this job

Hourly rate £17.10 + enhancements

NHS Pension Scheme

Enhanced Bank Holiday rates

Annual leave 6.6 weeks

Enhanced family leave

Wellbeing benefits

Employee Assistance Programme

Professional development opportunities

Discount platform membership

NHS Discounts

Job summary

IC24 is seeking an Operations Officer for its Integrated Urgent Care division, supporting NHS 111, CAS and face-to-face services from our Norwich base. You’ll lead operational activity during shifts, support colleagues, monitor service levels, and respond to 24/7 challenges to keep patients safe and services running smoothly.

The role suits experienced operational professionals with NHS or urgent care exposure, who communicate clearly, manage pressure, and collaborate with stakeholders to drive

Qualifications

• Experience working within NHS, healthcare or urgent care services.
• Able to lead and support colleagues within a busy operational environment.
• Make sound decisions and remain calm under pressure.
• Excellent communication and relationship-building skills.
• Organised, proactive and solutions-focused.
• Able to analyse information quickly and act appropriately.
• Focus on quality, performance and patient outcomes.
• Understand the impact of operational leadership on patient care and service delivery.

Responsibilities

• Leading operational activity during your shift.
• Supporting colleagues and making decisions.
• Monitoring performance and service levels.
• Managing operational pressures.
• Supporting workforce and service coordination.
• Working with stakeholders.
• Supporting continuous improvement.
• Maintaining safe and compliant services.

Skills

NHS experience

Leadership

Communication

Analytical

Organised

Job description

The role

We are pleased to announce Operations Officer opportunities within our Integrated Urgent Care Division, supporting NHS 111, Clinical Assessment Services (CAS) and face-to-face services. This is an excellent opportunity for experienced operational professionals who enjoy leading from the front, supporting colleagues and helping services perform at their best within a fast-paced healthcare environment. At IC24, our services rely on strong operational leadership to ensure patients receive safe, effective, and responsive care. As an Operations Officer, you'll play a key role in supporting service delivery, monitoring operational performance, and responding to the challenges that arise during a 24/7 operation.

What matters in this role

You’re likely someone who:

• Has experience working within NHS, healthcare or urgent care services
• Enjoys leading and supporting colleagues within a busy operational environment
• Makes sound decisions and remains calm under pressure
• Has excellent communication and relationship-building skills
• Is organised, proactive and solutions-focused
• Can analyse information quickly and act appropriately
• Maintains a strong focus on quality, performance and patient outcomes
• Most importantly, you'll understand the impact that effective operational leadership has on patient care and service delivery.

What you’ll focus on

• Leading operational activity during your shift
• Supporting colleagues and making decisions
• Monitoring performance and service levels
• Managing operational pressures
• Supporting workforce and service coordination
• Working with stakeholders
• Supporting continuous improvement
• Maintaining safe and compliant services

The environment you’ll work in

The environment you’ll work inIC24's Integrated Urgent Care services operate around the clock, providing support to patients when they need it most. This role sits at the heart of service delivery and requires individuals who can remain calm under pressure, adapt quickly to changing circumstances, and provide effective leadership during operational challenges. You will work across multiple service functions and may be required to work flexibly across locations depending on operational needs.

Who are we?

We are Integrated Care 24 (IC24), the leading not for profit Social Enterprise providing innovative and patient focused primary care services. IC24 is committed to improving access to health and social care for our patients and reducing the demand on secondary care services. IC24 provides services to over 6 million patients, including GP led out-of-hours services, NHS 111, primary care and secondary care support services.

What’s in it for you?

• Competitive hourly rate of £17.10 plus enhancements for unsociable hours
• Opportunity to join the NHS Pension Scheme
• Enhanced Bank Holiday rates
• 6.6 weeks annual leave (25 days + Bank Holidays)
• Enhanced family leave (maternity, paternity and adoption leave and pay)
• Inclusive wellbeing benefits
• Employee Assistance Programme including free 24/7 independent counselling and occupational health services
• Professional development opportunities
• Free membership to our reward and discount platform
• Access to Blue Light Card and other NHS Discount Schemes

Due to the nature of this position, employment is subject to proof of eligibility to work in the UK, completion of a satisfactory enhanced DBS disclosure and references to cover the most recent 3 year period.

For a job description and person specification please see attached.

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

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].