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Primary Care Centres Operational Team Lead

NHS

London

On-site

GBP 29,000 - 33,000

Full time

Yesterday

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Job summary

A leading healthcare provider is seeking a Primary Care Centres Operational Team Lead to oversee non-clinical operations. The role involves supporting management, ensuring service quality, and leading a team across multiple locations. Flexibility and strong communication skills are essential.

Benefits

NHS pension scheme

NHS discounts

Employee Assistance Programme

Professional development support

Qualifications

Experience in a healthcare setting or customer service.
Team supervision or line management experience.

Responsibilities

Support Service Manager in performance management.
Line management of operational staff.
Monitor access targets and KPIs.

Skills

Communication

Time Management

Problem Solving

Education

GCSE

Tools

Microsoft Office

Primary Care Centres Operational Team Lead

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Primary Care Centres Operational Team Lead

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Job Summary

LCW are looking for one Primary Care Centre (PCC) Operational Team Lead to join their clinical operations team. This role will support the Service Manager and Deputy Service Manager in the planning, day-today delivery, and development of the non-clinical components of the Integrated Urgent Care Service.

The post holder will require flexibility for the hours and be able to travel between the various locations of work across the LCW sites to meet the needs of the service. This includes a 3-week rolling shift pattern which includes some weekend work and OOH cover.

Main duties of the job

The Primary Care Centre (PCC) Operations Team Leader will work closely with the Service Manager / Deputy Service Manager to ensure the delivery of a safe, high-quality, cost-effective service. They will have ultimate accountability for ensuring the areas within their specific responsibility (PCC Receptionists) are fit for purpose, safely resourced, and well managed.

They will be expected to work with other functions to ensure that the service delivered is of a high-quality. This will include ensuring policies and procedures are adhered to and the relevant KPIs are monitored and achieved. Areas of concern will be addressed and/or improved as necessary.

Where LCW has additional or secure service lines such as extended access, or other similar functions procured in their locality they will assume responsibility and oversight of the same to drive forward efficiencies and optimise the workflow.

About Us

London Central & West is a clinically led, social enterprise provider of integrated urgent care services to the NHS. We are proud that every penny we are paid to deliver services is reinvested in our people and in developing innovative models of urgent and unscheduled care. We work in partnership with NHS Trusts across northwest, north central, and northeast London, caring for up to 4.5 million patients each year.

LCW have an extensive background in providing high quality and patient centred care services across London. In addition, we work with NHS Trusts to provide Urgent Care at hospitals, from GPs to frontline receptionists.

As part of our benefits package, we offer the ability to join the NHS pension scheme and offer an extensive range of NHS discounts. We also have an Employee Assistance Programme and are keen to support staff in their continued professional development.

Our staff make a real difference in the lives of local communities, join us to see for yourself.

Date posted

02 May 2025

Pay scheme

Other

Salary

£29,870 to £32,960 a year Depending on experience, plus unsocial hours enhancements

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

B0441-25-0023

Job locations

St. Charles Hospital

Exmoor Street

London

W10 6DZ

Chase Farm Hospital

127 The Ridgeway

Enfield

Middlesex

EN2 8JL

Charing Cross Hospital

Fulham Palace Road

London

W6 8RF

Whittington Hospital

Magdala Avenue

London

N19 5NF

Finchley Memorial Hospital

Granville Road

London

N12 0JE

Royal Free Hospital

Pond Street

London

NW3 2QG

West Middlesex University Hospital

Twickenham Road

Isleworth

Middlesex

TW7 6AF

311 Ballards Lane

North Finchley

London

N12 8LY

Job Description

Job responsibilities

Working Hours:

14:00 - 22:00 with travel to other LCW sites required.

The Primary Care Centre Operations Team Leader will be responsible for:

Supporting the Service Manager and Deputy Service Manager in the delivery and performance management of the Integrated Urgent Care service.
Deputising for the Service Manager or Deputy Service Manager as required.
Assisting with daily monitoring and delivery of access targets and KPIs.
Supporting the Service Manager and Deputy Service Manager to deliver the Services to agreed quality standards ensuring that processes and systems are compliant with external requirements (CQC)
Being responsible for the day-to-day performance of all staff across the service.
Line management of a team of operational staff, including the recruitment and retention of staff and performance management.
Supporting the Service Manage and Deputy Service Manager with the completion of relevant parts of the monthly LAG Report as directed.
Ensuring issues relating to GPs providing services to LCW are addressed in real time, such as timekeeping, professional conduct and non-clinical grievance matters. Escalate concerns to the Clinical Director and rota team as appropriate.

Job description

Job responsibilities

Working Hours:

14:00 - 22:00 with travel to other LCW sites required.

The Primary Care Centre Operations Team Leader will be responsible for:

Supporting the Service Manager and Deputy Service Manager in the delivery and performance management of the Integrated Urgent Care service.
Deputising for the Service Manager or Deputy Service Manager as required.
Assisting with daily monitoring and delivery of access targets and KPIs.
Supporting the Service Manager and Deputy Service Manager to deliver the Services to agreed quality standards ensuring that processes and systems are compliant with external requirements (CQC)
Being responsible for the day-to-day performance of all staff across the service.
Line management of a team of operational staff, including the recruitment and retention of staff and performance management.
Supporting the Service Manage and Deputy Service Manager with the completion of relevant parts of the monthly LAG Report as directed.
Ensuring issues relating to GPs providing services to LCW are addressed in real time, such as timekeeping, professional conduct and non-clinical grievance matters. Escalate concerns to the Clinical Director and rota team as appropriate.

Person Specification

Experience

Essential

Previous experience working within IUC or previous experience working within a health care setting, or other customer services/patient facing environment.
Experience of managing data collection and report writing.
Experience of team supervision or line management.

Desirable

Experience of working in primary care.
Knowledge of local primary care services including key stakeholders.

Qualifications

Essential

Qualified to GCSE level
Functional skills in literacy, numeracy and IT.

Skills

Essential

Ability to effectively work on and manage many priorities at one time.
Exceptional communication skills
Competent in the use of Microsoft Office (Word, Excel, PowerPoint, and Outlook).
Understands the principle of confidentiality and can work accordingly to maintain
confidentiality.
Strong commitment to customer service and satisfaction.
Calm under pressure, able to use initiative and make decisions.
Demonstrable attention to detail and follow through
Able to problem solve.
Organised with effective time management skills.

Desirable

Experience of Adastra

Person Specification

Essential

Ability to effectively work on and manage many priorities at one time.
Exceptional communication skills
Competent in the use of Microsoft Office (Word, Excel, PowerPoint, and Outlook).
Understands the principle of confidentiality and can work accordingly to maintain
confidentiality.
Strong commitment to customer service and satisfaction.
Calm under pressure, able to use initiative and make decisions.
Demonstrable attention to detail and follow through
Able to problem solve.
Organised with effective time management skills.

Desirable

Experience of Adastra

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

LCW UCC

Address

St. Charles Hospital

Exmoor Street

London

W10 6DZ

Employer's website

https://www.lcwucc.com/ (Opens in a new tab)

Employer details

Employer name

LCW UCC

Address

St. Charles Hospital

Exmoor Street

London

W10 6DZ

Employer's website

https://www.lcwucc.com/ (Opens in a new tab)

Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Full-time

Job function

Job function
Information Technology
Industries
Hospitals

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