Team Manager

Ic24 Ltd; United States; Hybrid; USD 29,000 - 35,000; Full time

Benefits offered by this job

NHS Pension Scheme

Bank holiday uplift

Annual leave above statutory minimum

Enhanced family leave

Job summary

IC24 Ltd is hiring a Team Manager to lead and develop a Health Advisors team within Integrated Urgent Care. You will coach for capability, monitor performance data, and ensure high-quality patient care in a 24/7, hybrid work environment with both office-based and remote colleagues.

You will use data and feedback to drive improvements, manage performance, and support recruitment and onboarding, while upholding NHS pathways and IC24 protocols.

Qualifications

• Has experience leading teams in a fast-paced environment.
• Ability to translate performance data into actionable improvements.
• Strong communication, coaching and feedback skills.
• Proactive, organised and able to manage competing priorities.

Responsibilities

• Lead and develop a team of Health Advisors, coaching for capability and consistency.
• Monitor real-time metrics to drive call handling, quality and productivity.
• Conduct regular 1-1s, reviews and performance management in line with policy.
• Support recruitment, onboarding and probationary processes.

Skills

Team leadership

Data-driven decision making

Clear communication

Organised and prioritised

Calm under pressure

Patient safety focus

Job description

These are excellent opportunities for aspiring or experienced leaders looking to develop their careers, support colleagues and contribute to the continued success of our services. At IC24, our Integrated Urgent Care services rely on skilled frontline teams and the leaders who support them every day. As a Team Manager, you'll lead and develop a team, creating a positive, high-performing culture where colleagues feel supported to deliver safe, effective and high-quality care. This is a rewarding opportunity for an aspiring or experienced leader who is passionate about developing people, driving performance and making a real difference to patient outcomes.

What you'll focus on

• Leading and developing your team You'll manage, coach and mentor a team of Health Advisors, building capability, confidence and consistency in how they deliver patient care.
• Driving performance through real-time insight You'll monitor call handling, quality and productivity metrics, using data to identify trends, address gaps and improve individual and team performance.
• Creating a culture of support and accountability Through regular 1-1s, coaching sessions and Annual Reviews , you'll set clear expectations, support development and manage performance effectively.
• Managing people processes effectively You'll confidently manage people matters in line with IC24 policies, including absence management, disciplinary, grievance and performance processes, ensuring fair, consistent and compliant outcomes.
• Maintaining quality and patient safety You'll oversee audits and quality assurance activity, ensuring adherence to NHS Pathways, national standards and IC24 protocols, and supporting investigations where required.
• Supporting recruitment and onboarding You'll work with recruitment and training teams to attract the right people, support interviews, and ensure new starters are effectively onboarded and supported through probation.
• Keeping the operation running smoothly You'll respond to day-to-day operational pressures, including staffing challenges and system issues, ensuring escalation processes are followed and service levels are maintained.
• Improving how we deliver You'll use feedback, audits and performance data to identify opportunities for improvement, contributing to service development and a better experience for both patients and colleagues.

The environment you'll work in IC24's Integrated Urgent Care service operates 24/7 within a fast-paced environment. Teams work across a hybrid model, combining office-based and home working. As a Team Manager, you'll provide visible in-person leadership, while also supporting colleagues working remotely. Flexibility is essential, with shifts including evenings, weekends and bank holidays.

What matters in this role

• Has experience leading teams in a fast-paced environment
• Is confident using performance data and systems to manage and improve outcomes
• Communicates clearly and builds strong, supportive relationships
• Is proactive, organised and able to manage competing priorities
• Stays calm under pressure and responds effectively to operational challenges
• Understands the importance of quality, consistency and patient safety

Most importantly, you recognise that your leadership directly impacts the quality of patient interactions - and you take that responsibility seriously.

We are Integrated Care 24 (IC24), the leading not for profit Social Enterprise providing innovative and patient focused primary care services. IC24 is committed to improving access to health and social care for our patients and reducing the demand on secondary care services. IC24 provides services to over 6 million patients, including GP led out-of-hours services, NHS 111, primary care and secondary care support services.

Benefits

• Hourly rate of pay of £17.10 plus enhancements for unsociable hours
• Opportunity to join the NHS Pension Scheme
• Enhanced Bank Holiday rates
• Additional annual leave above statutory minimum
• Enhanced family leave (maternity, paternity and adoption leave and pay)
• Inclusive wellbeing benefits
• Employee Assistance Programme including free 24/7 independent counselling and occupational health services
• Professional development opportunities
• Free membership to our reward and discount platform
• Access to Blue Light Card and other NHS Discount Schemes

Due to the nature of this position, employment is subject to proof of eligibility to work in the UK, completion of a satisfactory enhanced DBS with barring disclosure and two references.