Team Manager

IC24; Norwich; Hybrid; GBP 21,000 - 30,000; Full time

Benefits offered by this job

NHS Pension Scheme

Enhanced Bank Holiday rates

Additional annual leave

Job summary

IC24 is seeking a Team Manager for its Integrated Urgent Care division, based from Norwich with hybrid working. You will lead a Health Advisor team, drive performance with real-time insight, and ensure safe, high-quality patient care across NHS 111 and Out-of-Hours services.

The role emphasises coaching, data-informed decision making, and a commitment to improving patient outcomes in a dynamic, 24/7 environment.

Qualifications

• Experience leading teams in a fast-paced environment.
• Ability to use performance data to improve outcomes.
• Clear communication and supportive leadership style.

Responsibilities

• Lead and develop a team of Health Advisors, coaching and mentoring for consistent patient care.
• Monitor call handling, quality, and productivity metrics to identify trends and improve performance.
• Manage people processes including attendance, disciplinary matters and performance outcomes.
• Oversee audits, quality assurance, and adherence to NHS Pathways and IC24 protocols.
• Support recruitment and onboarding, and ensure effective probationary periods.
• Keep operations running smoothly during staffing challenges and system issues.

Skills

Team leadership

Performance management

Data driven decisions

People coaching

Job description

Package 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 insight – You’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 accountability – Through regular 1-1s, coaching sessions and Annual Reviews, you’ll set clear expectations, support development and manage performance effectively.
• Managing people processes effectively – You’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 safety – You’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 onboarding – You’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 smoothly – You’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 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
• 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.

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 (email address removed)