Operations Manager

The role Behind every successful patient journey is a contact centre operation that runs safely, efficiently and delivers the right support at the right time.

At IC24, we're looking for an Operations Manager to lead operational delivery across our urgent care services, including NHS 111, Contact Centres and associated service delivery functions.

This is a senior leadership role where you'll work closely with Team Managers, clinical leaders and quality teams to ensure our services consistently deliver excellent patient outcomes, exceed performance expectations and provide a great colleague experience.

You'll lead operational performance across multiple teams and services, driving continuous improvement, developing future leaders and ensuring our patients receive safe, responsive and high-quality care.

Most importantly, you'll understand that empowered colleagues and effective leadership create better outcomes for patients and communities.

Leading high-performing operational teams

You’ll provide visible leadership to Team Managers and operational colleagues, creating a positive culture focused on accountability, engagement and service excellence.

Driving contact centre performance

You’ll monitor operational performance, productivity and service levels, using data and insight to ensure contractual, quality and patient care standards are achieved.

Delivering continuous improvement

You’ll identify opportunities to improve processes, patient experience and operational efficiency, leading quality improvement initiatives across the service.

Supporting and developing leaders

You’ll coach and develop Team Managers, helping them build capability, confidence and leadership skills to support high-performing teams.

Managing resources effectively

You’ll oversee workforce planning, rota management and resource allocation, ensuring services remain safe, effective and sustainable.

Building strong stakeholder relationships

You’ll work collaboratively with clinical, quality and service delivery teams while representing IC24 in partnership meetings across the wider healthcare system.

Delivering quality and patient safety

You’ll work closely with Clinical and Quality teams to ensure services meet contractual, regulatory and organisational standards.

Leading through change

You’ll support the implementation of new pathways, service developments and operational improvements that enhance urgent care delivery.

Our Integrated Urgent Care services operate 24 hours a day, 365 days a year, supporting patients when they need urgent healthcare advice and access to clinical services. As an Operations Manager, you’ll provide leadership across a fast-paced, high-volume operational environment where performance, quality, patient safety and colleague wellbeing are equally important. You’ll work across multiple service areas and locations, maintaining a visible leadership presence and supporting organisational priorities both operationally and strategically.

• Has experience leading operational teams in a contact centre or other fast-paced service environment
• Has experience managing multiple teams, functions or locations
• Is confident using performance data and KPIs to drive improvement
• Has a track record of delivering operational performance and quality outcomes
• Can successfully lead and support change initiatives
• Builds strong relationships with colleagues, stakeholders and partners
• Is an excellent communicator who can influence at all levels
• Leads with integrity, resilience and a people-first approach

Most importantly, you'll be passionate about delivering excellent services through empowered, engaged and high-performing teams.

Integrated Care 24 (IC24) is a leading not-for-profit social enterprise providing NHS 111, GP Out of Hours, primary care and urgent care services to more than six million patients across the UK. Every day, our people help patients access the care they need, when they need it most.

• Salary…