Urgent Care Operations Lead — 24/7 Services

NHS Jobs; Norwich; On-site; GBP 19,000 - 28,000; Full time

Benefits offered by this job

NHS Pension

Bank Holiday pay

Annual leave 6.6 weeks

Family leave

Wellbeing benefits

Employee assistance

Discount platform

Blue Light Card

Job summary

IC24 is seeking an Operations Officer to support NHS 111, CAS and face-to-face services within a fast-paced Integrated Urgent Care environment. The role focuses on providing visible leadership, guiding frontline teams, monitoring performance, and ensuring safe, responsive patient care across shifts.

You’ll work across multiple service functions, coordinating with managers and healthcare professionals to maintain service continuity and drive improvements in outcomes.

Qualifications

• Experience in NHS, healthcare or urgent care services.
• Ability to lead frontline operational teams and respond to service pressures.
• Strong communication, judgement and collaborative skills.

Responsibilities

• Provide visible operational leadership during shifts across service areas.
• Support frontline teams with issue resolution and informed decisions.
• Monitor queue management and performance; escalate risks as needed.
• Respond to service challenges and workforce pressures to maintain continuity.
• Coordinate resources for care coordinators and navigators.
• Liaise with internal/external partners to ensure collaboration.
• Contribute to quality improvement initiatives and service development.
• Ensure adherence to policies and safeguarding requirements.

Skills

Operational leadership

Healthcare environment

Decision making under pressure

Communication & collaboration

Education

Experience in NHS/healthcare

Tools

None

Job description

IC24 is seeking an Operations Officer to support NHS 111, CAS and face-to-face services within a fast-paced Integrated Urgent Care environment. The role focuses on providing visible leadership, guiding frontline teams, monitoring performance, and ensuring safe, responsive patient care across shifts.

You’ll work across multiple service functions, coordinating with managers and healthcare professionals to maintain service continuity and drive improvements in outcomes.