Operations Officer

Integrated Care 24 Ltd; Norwich; On-site; GBP 19,000 - 28,000; Full time

Benefits offered by this job

Competitive pay rate

NHS Pension Scheme

Enhanced Bank Holiday rates

6.6 weeks annual leave

Enhanced family leave

Employee Assistance Programme

Discount platform access

Blue Light Card & NHS discounts

Job summary

Integrated Care 24 Ltd is seeking an Operations Officer to lead from the front, monitor performance and support colleagues across NHS 111, CAS and face-to-face services. The role requires calm, decisive leadership in a 24/7 environment and collaboration with internal and external partners to sustain service continuity.

You'll oversee queue management, respond to challenges, and coordinate resources for Care Co-Ordinators and Navigators while ensuring patient safety and regulatory compliance

Qualifications

• Experience working within NHS, healthcare or urgent care services.
• Ability to lead and support colleagues in a busy operational environment.
• Calm under pressure with strong decision-making and communication skills.
• Strong focus on quality, performance and patient outcomes.

Responsibilities

• Lead operational activity during shifts, providing visible leadership across service areas.
• Support frontline teams with sound judgment to resolve issues and make informed decisions.
• Monitor queue management and performance, identify risks and escalate where needed.
• Coordinate support for operational teams, Care Co-Ordinators and Navigators.
• Liaise with internal and external partners to ensure clear communication and collaboration.
• Contribute to quality improvement initiatives and safeguarding and patient safety processes.
• Maintain compliance with policies, procedures and regulatory requirements.

Job description

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 you'll focus on

Leading operational activity during your shift

• You'll provide visible operational leadership across a range of service areas, helping teams respond effectively to demand, challenges and service pressures.

Supporting colleagues and making decisions

• You'll act as a key point of support for frontline operational teams, using sound judgement to resolve issues and make informed operational decisions.

Monitoring performance and service levels

• You'll oversee queue management and operational performance, ensuring service standards are maintained, and risks are identified and escalated appropriately.
• You'll respond to emerging service challenges, workforce pressures, and incidents, working collaboratively with managers and colleagues to maintain service continuity.

Supporting workforce and service coordination

• You'll coordinate support for operational teams, Care Co-Ordinators and Navigators, helping ensure resources are deployed effectively.

Working with stakeholders

• You'll liaise with internal and external partners, including healthcare professionals, commissioning bodies and service providers, ensuring clear communication and effective collaboration.
• You'll contribute to quality improvement initiatives and operational developments that enhance service delivery and patient outcomes.

Maintaining safe and compliant services

• You'll ensure adherence to organisational policies, procedures, and regulatory requirements while supporting safeguarding and patient safety processes.

The environment you'll work in

• IC24'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.

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.

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)
• Employee Assistance Programme including free 24/7 independent counselling and occupational health services
• 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