Operations Manager

Job summary

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. What you'll focus on Leading high-performing operationa

At IC24, we are 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 senior leadership role involves collaborating with Team Managers, clinical leaders, and quality teams to ensure our services consistently deliver excellent patient outcomes, exceed performance expectations, and provide a positive colleague experience. The Operations Manager will lead operational performance across multiple teams and services, driving continuous improvement, developing future leaders, and ensuring provision of safe, responsive, and high-quality care.

Key focuses of the role include leading high-performing operational teams, driving contact centre performance, delivering continuous improvement, supporting and developing leaders, managing resources effectively, building strong stakeholder relationships, and delivering quality and patient safety. This role provides le

IC24, or Integrated Care 24, 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.

As a social enterprise, IC24 is committed to delivering excellent healthcare services while prioritizing the wellbeing of its patients and communities.

Every day, our dedicated team of professionals works tirelessly to help patients access the care they need, precisely when they need it most.

Our vision is to create a sustainable healthcare system that not only meets immediate healthcare needs but also contributes positively to the broader community.

We take pride in our innovative approaches to healthcare, prioritizing collaboration, quality, and patient-centered care.

IC24 values diversity, inclusiveness, and the drive for continuous improvement in healthcare delivery.

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.

What you'll focus on 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…