Urgent Care Operations Leader

CLEO Systems 24 Ltd; Peterborough; Hybrid; GBP 41,000 - 50,000; Full time

Benefits offered by this job

6.6 weeks annual leave

NHS Pension Scheme

Learning and development opportunities

Employee Assistance Programme with 24/

Health and wellbeing initiatives

Blue Light Card discounts

Colleague recognition and reward Sche

Job summary

Integrated Care 24 (IC24) is opening a brand-new Peterborough contact centre and seeks an Operations Manager to lead NHS 111 and Integrated Urgent Care services. Flexible base from Peterborough or other IC24 offices with regular travel to Peterborough to support delivery, stakeholder engagement and service development.

You will oversee multiple urgent care services, drive performance, and shape a positive culture focused on patient safety and continuous improvement from day one.

Qualifications

• Has experience managing teams within a contact centre, healthcare environment or other fast-paced operational setting
• Has experience leading multiple teams, functions or locations
• Proven experience of leading the implementation of new services
• Uses performance data and KPIs to drive improvement and decision-making
• Has a track record of delivering operational and quality outcomes
• Is comfortable leading service improvements and organisational change
• Builds strong relationships with colleagues, stakeholders and partners
• Communicates effectively and can influence at all levels
• Leads with integrity, resilience and a people-first approach

Responsibilities

• Leading High-Performing TeamsProvide visible and inspiring leadership, supporting Team Managers and operational colleagues to deliver exceptional service while creating an engaged, accountable and positive culture.
• Driving Operational PerformanceMonitor service levels, workforce productivity, patient access and key performance indicators to ensure contractual and quality standards are consistently achieved.
• Delivering Continuous ImprovementIdentify opportunities to improve patient experience, operational processes and service efficiency, leading change and improvement initiatives across the operation.
• Developing Future LeadersCoach and support Team Managers to build leadership capability, confidence and resilience, helping them develop high-performing teams.
• Workforce and Resource ManagementOversee workforce planning, resource allocation and operational resilience to ensure services remain safe, sustainable and responsive to patient demand.
• Building Strong PartnershipsWork collaboratively with clinical, quality and service delivery teams, developing positive relationships both internally and across the wider healthcare system.
• Quality, Governance and Patient SafetySupport delivery of safe, effective and compliant services, ensuring regulatory, contractual and organisational standards are maintained.
• Leading Through ChangePlay a key role in implementing new services, pathways and operational developments as IC24 continues to grow and innovate.

Job description

Integrated Care 24 (IC24) is opening a brand-new Peterborough contact centre and seeks an Operations Manager to lead NHS 111 and Integrated Urgent Care services. Flexible base from Peterborough or other IC24 offices with regular travel to Peterborough to support delivery, stakeholder engagement and service development.

You will oversee multiple urgent care services, drive performance, and shape a positive culture focused on patient safety and continuous improvement from day one.