Team Manager

CLEO Systems 24 Ltd; Norwich; On-site; GBP 23,000 - 26,000; Full time

Benefits offered by this job

NHS Pension Scheme

Enhanced Bank Holiday rates

Additional annual leave

Family leave and pay

Wellbeing benefits

Employee Assistance Programme (24/7)

Professional development opportunities

Discount platform access

Blue Light Card & NHS discounts

Job summary

IC24’s Integrated Urgent Care division is seeking a Team Manager to lead a Health Advisor team, delivering safe, high-quality patient care across NHS 111 and GP Out of Hours services. You’ll coach and mentor staff, use real-time data to drive performance, and ensure consistent, compliant people management.

The role supports a hybrid office/home working model with flexible shifts. We welcome aspiring or experienced leaders with a passion for developing people, improving outcomes, and maintaining

Qualifications

• Experience leading teams in fast-paced environments.
• Ability to use performance data and systems to improve outcomes.
• Clear communication and relationship-building.
• Proactive, organised and able to manage competing priorities.
• Stays calm under pressure and responds to operational challenges.
• Understands the importance of quality and patient safety.

Responsibilities

• Lead and develop your team, coaching and mentoring Health Advisors.
• Monitor call handling, quality and productivity metrics to drive improvement.
• Manage people processes in line with IC24 policies.
• Oversee audits and quality assurance to meet NHS pathways and standards.
• Support recruitment and onboarding with recruitment and training teams.
• Respond to day-to-day operational pressures and escalations.
• Use feedback and data to identify opportunities for service development.
• Maintain a high-performing culture with safety and care at the forefront.

Skills

Team leadership

Performance data

Communication

Prioritisation

Calm under pressure

Patient safety

Job description

Package Description (Norwich, Norfolk)Team Manager Opportunities

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
• Reed House, Norwich
• 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 insightYou’ll monitor call handling, quality and productivity metrics, using data to identify trends, address gaps and improve individual and team performance.
• Creating a culture of support and accountabilityThrough regular 1-1s, coaching sessions and Annual Reviews , you’ll set clear expectations, support development and manage performance effectively.
• Managing people processes effectivelyYou’ll confidently 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 safetyYou’ll oversee audits and quality assurance activity, ensuring adherence to NHS Pathways, national standards and IC24 protocols, and supporting investigations where required.
• Supporting recruitment and onboardingYou’ll work with recruitment and training teams to attract the right people, support interviews, and ensure new starters are effectively onboarded and supported through probation.
• Keeping the operation running smoothlyYou’ll respond 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 deliverYou’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
• Is confident 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
• Enhanced Bank Holiday rates
• Additional annual leave above statutory minimum
• 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 with barring disclosure and two references.

Closing date: 31/08/2026

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].