Urgent Care Team Leader

London Central & West Unscheduled Care Collaborative; City Of London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A healthcare provider in London seeks an Urgent Care Team Leader to support the operational planning and delivery of urgent care services. The role involves overseeing staff performance, ensuring compliance with quality standards, and engaging with stakeholders for service improvement. Ideal candidates should have experience in healthcare settings and exceptional communication skills.

Qualifications

• Previous experience in IUC/health care setting or patient-facing environment.
• Experience in managing data collection and report writing.
• Experience in team supervision or line management.

Responsibilities

• Oversee day-to-day performance of operational staff.
• Ensure adherence to policies and governance frameworks.
• Respond to stakeholder enquiries and ensure satisfactory resolution.

Skills

Exceptional communication skills

Competent in Microsoft Office

Strong commitment to patient satisfaction

Organised with effective time management skills

Organised with effective time management skills

Job description

The Urgent Care Team Leader supports the Urgent Care Service Manager in the operational planning, delivery, and development of the non-clinical components of the Integrated Urgent Care (IUC) and Out of Hours (OOH) services. This role involves multi-site working and a rota pattern aligned with service needs. This role requires the post holder to be a trained Mental Health First Aid champion and a Freedom to Speak Up Champion. The post holder will also act as Infection prevention and control champion. The post holder will be first aid trained. Working Pattern: 8 hour days with 30 minute lunch break Core hours: 5 week rolling rota that covers 5 in 7 days per week in a range from 08:00am to 22.00pm, Working collaboratively with the Service Manager and other team leads, the post holder ensures that all service areas including Primary Care Centres, Fleet, Quality & Compliance are safe, well-resourced, and effectively managed. The Team Leader will also oversee additional service lines such as extended access, driving efficiencies and optimising workflows.

Team Management

• Oversee day-to-day performance of operational staff.
• Line manage staff, including recruitment, retention, performance, attendance, and grievance matters.
• Conduct regular 1:1s, appraisals, training, and team meetings to foster engagement and development.
• Support the organisation to identify training needs within the teams and find suitable training to meet the needs of the team.
• Promote a positive team culture and effective communication across all levels.
• Work with the rota team to ensure good rota fill across roles.

Quality & Compliance

• Ensure adherence to policies, procedures, and governance frameworks.
• Conduct staff and compliance audits.
• Act as an Infection Prevention and Control (IPC) Champion, conducting IPC audits on a rotational basis.
• Contribute to monthly Quality Assurance Reports and other performance and contract reporting.
• Responsible for sites and fleet where LCW deliver services; sites allocated quarterly and rotated quarterly so all team leads are able to understand the service delivery sites for LCW over time.
• Support the enactment of LCW health and safety management across sites and with staff.
• Support with the drafting of responses to complaints and incidents.

Stakeholder Engagement & Service Development

• Respond to stakeholder enquiries and ensure satisfactory resolution.
• Support service improvement initiatives and change management projects.
• Assist in investigating complaints, feedback, and patient safety incidents (PSIRF), ensuring timely action and shared learning.
• Act as an operational point of contact with partner organisations e.g Imperial for UTC and PCC delivery, the Whittington for UTC and PCC delivery etc.
• Support LCW in its work to understand and continually improve patient experience through gaining feedback and taking actions to address.

Risk & Resilience

• Identify and mitigate risks, ensuring they are logged in LCWs quality management system.
• Ensure services are properly resourced and resilient, including supporting Business Impact Assessments.
• Ability to effectively work on and manage many priorities at one time.

Key Skills

• Exceptional communication skills.
• Competent in the use of Microsoft Office (Word, Excel, PowerPoint, and Outlook).
• Understands the principle of confidentiality and can work accordingly to maintain confidentiality.
• Strong commitment to patient satisfaction.
• Calm under pressure, able to use initiative and make decisions.
• Demonstrable attention to detail and follow through.
• Able to problem solve.
• Organised with effective time management skills.

Experience Essential

• Previous experience working within IUC/health care setting, or other customer services/patient facing environment.
• Experience of managing data collection and report writing.
• Experience of team supervision or line management, Exhibits behaviours in line with Organisation Values: Patient First, Drive Change, Together, Belonging, Community Focused, Commitment to role.
• Able to work unsocial hours.
• Flexibility to meet service/rota needs.
• Ability to travel to all sites on request and external meeting locations on request.

London Central & West Unscheduled Care Collaborative is a not-for-profit Social Enterprise, now in its 29th year of delivering high-quality primary and urgent care services to 4.2 million patients across London. Operating 24/7, 365 days a year, LCW is proud to be rated Good across all areas by the Care Quality Commission (CQC), reflecting our commitment to safe, effective, responsive, caring, and well-led patient‑centred care.