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Integrated Care 24 Ltd; Essex; Hybrid; GBP 95,000 - 129,000; Full time

Benefits offered by this job

NHS Pension

Extra annual leave

Enhanced family leave

Employee assistance

Professional development

Discount platform

Blue Light Card

Job summary

Integrated Care 24 Ltd (IC24) invites applications for Team Manager across NHS 111 and GP Out of Hours services. You will lead and develop Health Advisors, using real-time data to drive performance while ensuring safe, high-quality patient care.

The role supports a hybrid-working model based in our Ashford or Basildon locations. You will oversee recruitment, training and annual performance reviews, with a focus on timely escalation and staff development.

Qualifications

• Experience leading teams in a fast-paced environment.
• Experience using performance data to improve outcomes.
• Clear communication and relationship-building skills.
• Ability to manage competing priorities and stay calm under pressure.

Responsibilities

• Lead and develop a team, creating a supportive, high-performing culture.
• Monitor call handling, quality and productivity metrics to drive improvement.
• Manage absence, disciplinary, grievance and performance processes fairly.
• Oversee audits, quality assurance and patient safety adherence.
• Support recruitment, onboarding and probation for new starters.
• Respond to operational pressures and maintain service levels.
• Use feedback and data to identify opportunities for service improvements.

Skills

Team leadership

Performance data

Coaching & mentoring

Communication

People management

Job description

We are pleased to announce several Team Manager opportunities across our Integrated Urgent Care Division, covering our NHS 111 and GP Out of Hours services, based from the following locations:

• Kingston House, Ashford
• Phoenix House, Basildon

These are excellent opportunities for aspiring or experienced leaders looking to develop their careers, support colleagues and contribute to the continued success of our services.

At IC24, our Integrated Urgent Care services rely on skilled frontline teams and the leaders who support them every day.

As a Team Manager, you'll lead and develop a team, creating a positive, high-performing culture where colleagues feel supported to deliver safe, effective and high-quality care.

This is a rewarding opportunity for an aspiring or experienced leader who is passionate about developing people, driving performance and making a real difference to patient outcomes.

What you’ll focus on

Leading and developing your team

You’ll manage, coach and mentor a team of Health Advisors, building capability, confidence and consistency in how they deliver patient care.

Driving performance through real-time insight

You’ll monitor call handling, quality and productivity metrics, using data to identify trends, address gaps and improveindividual and team performance.

Creating a culture of support and accountability

Through regular 1-1s, coaching sessions and Annual Reviews , you’ll set clear expectations,support development and manage performance effectively.

You’llconfidently manage people matters in line with IC24 policies, including absence management, disciplinary, grievance and performance processes, ensuring fair, consistent and compliant outcomes.

Maintaining quality and patient safety

You’ll oversee audits and quality assurance activity, ensuring adherence to NHS Pathways, national standards and IC24 protocols, andsupporting investigations where required.

Supporting recruitment and onboarding

You’ll work with recruitment and training teams to attract the right people,support interviews, and ensure new starters are effectively onboarded andsupported through probation.

Keeping the operation running smoothly

You’llrespond to day-to-day operational pressures, including staffing challenges and system issues, ensuring escalation processes are followed and service levels are maintained.

Improving how we deliver

You’ll use feedback, audits and performance data to identify opportunities for improvement, contributing to service development and a better experience for both patients and colleagues.

The environment you’ll work in

IC24’s Integrated Urgent Care service operates 24/7 within a fast-paced environment.

Teams work across a hybrid model, combining office-based and home working. As a Team Manager, you’ll provide visible in-person leadership, while also supporting colleagues working remotely.

Flexibility is essential, with shifts including evenings, weekends and bank holidays.

What matters in this role

You don’t need to come from one specific background - but your approach to leadership is key.

You’re likely someone who:

• Has experience leading teams in a fast-paced environment
• Isconfident using performance data and systems to manage and improve outcomes
• Communicates clearly and builds strong,supportive relationships
• Is proactive, organised and able to manage competing priorities
• Stays calm under pressure and responds effectively to operational challenges
• Understands the importance of quality, consistency and patient safety

Most importantly, you recognise that your leadership directly impacts the quality of patient interactions - and you take that responsibility seriously.

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:-

• Hourly rate of pay of £17.10 plus enhancements for unsociable hours
• Opportunity to join the NHS Pension Scheme
• Additional annual leave above statutory minimum
• Enhanced family leave (maternity, paternity and adoption leave and pay)
• Employee Assistance Programme including free 24/7independent 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 with barring disclosure and two references.

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].

£112,782 per annum (pro rata for part time)