Urgent Care Operations Lead — Peterborough Startup

Integrated Care 24 Ltd; Peterborough; On-site; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Salary £45,000 per annum

6.6 weeks annual leave

Learning and development opportunities

Employee Assistance Programme with 24/

Job summary

IC24 is expanding and opening a brand-new contact centre in Peterborough. We are seeking an Operations Manager to lead NHS 111 and Integrated Urgent Care services, ensuring safe, high-quality patient support and strong performance.

The role guides Team Managers, Clinical Leads and Quality teams, with regular travel to Peterborough and coordination across Ashford, Ipswich or Norwich offices as IC24 grows. Join us to build a high-performing hub and shape new processes.

Qualifications

• Experience leading teams in a contact centre, healthcare environment or fast-paced operation.
• Proven ability to lead multiple teams, functions, or locations.
• Experience implementing new services or pathways.
• Uses KPIs to drive improvement and decision-making.
• Track record of delivering operational and quality outcomes.
• Comfortable leading service improvements and organisational change.

Responsibilities

• Provide visible leadership to Team Managers and operational colleagues to deliver exceptional service and a positive culture.
• Monitor service levels, workforce productivity and KPIs to ensure contractual and quality standards are met.
• Identify opportunities to improve patient experience, processes and efficiency; lead change initiatives.
• Coach Team Managers to build leadership capability and resilience.
• Oversee workforce planning, resource allocation and operational resilience.
• Collaborate with clinical, quality and service delivery teams to build strong relationships.
• Support delivery of safe, compliant services and maintain governance standards.
• Lead the introduction of new services and operational developments as IC24 grows.

Skills

Team leadership

Contact centre experience

Healthcare environment

Multi-site leadership

Data-driven decisions

Stakeholder engagement

Change management

Communication

Job description

IC24 is expanding and opening a brand-new contact centre in Peterborough. We are seeking an Operations Manager to lead NHS 111 and Integrated Urgent Care services, ensuring safe, high-quality patient support and strong performance.

The role guides Team Managers, Clinical Leads and Quality teams, with regular travel to Peterborough and coordination across Ashford, Ipswich or Norwich offices as IC24 grows. Join us to build a high-performing hub and shape new processes.