Urgent Care Ops Lead - New Peterborough Hub

Ic24; Peterborough; On-site; GBP 41,000 - 50,000; Full time

Benefits offered by this job

NHS Pension Scheme

Learning & development opportunities

Employee Assistance Programme 24/7

Health & wellbeing initiatives

Blue Light Card discounts

Colleague recognition & reward schemes

Job summary

IC24 is launching a brand-new Peterborough contact centre focused on NHS 111 and Integrated Urgent Care. As Operations Manager, you will provide leadership across multiple urgent care services, ensuring safe, high-quality support while building a high-performing team from day one.

You will drive performance, develop future leaders, and work with clinical and quality teams to maintain patient safety and continuous service improvement across our expanding IC24 operation.

Qualifications

• Experience leading teams in a contact centre, healthcare, or fast-paced operations.
• Proven track record delivering operational and quality outcomes.
• Ability to use performance data and KPIs to drive improvement and decisions.
• Strong stakeholder relationships with colleagues and partners.
• Effective communication and influence at all levels.

Responsibilities

• Provide visible, inspiring leadership across urgent care services.
• Monitor service levels, workforce productivity and KPIs to meet standards.
• Identify opportunities to improve patient experience and efficiency.
• Coach Team Managers to build leadership capability and resilience.
• Oversee workforce planning and resource allocation for safety and responsiveness.
• Collaborate with clinical, quality and delivery teams to build partnerships.
• Support safe, compliant services and continuous improvement initiatives.
• Lead change to implement new services and pathways.

Skills

Leadership

Team management

Stakeholder engagement

Performance management

Communication

Change management

People development

Job description

IC24 is launching a brand-new Peterborough contact centre focused on NHS 111 and Integrated Urgent Care. As Operations Manager, you will provide leadership across multiple urgent care services, ensuring safe, high-quality support while building a high-performing team from day one.

You will drive performance, develop future leaders, and work with clinical and quality teams to maintain patient safety and continuous service improvement across our expanding IC24 operation.