Operations Manager

Package Description Operations Manager - NHS 111 & Integrated Urgent Care Services

Fixed Term Contract until April 2027

Be part of something new. Help shape the future of urgent care in Peterborough.

IC24 is expanding, and we're excited to be opening a brand-new contact centre in Peterborough. This is a unique opportunity for experienced operational leaders to join us at the start of an exciting new chapter and play a pivotal role in building high-performing teams that make a real difference to patients every day.

Working across our Integrated Urgent Care (IUC) division, including our Peterborough site, you will lead services across NHS 111 and/or Face-to-Face Out of Hours care, ensuring patients receive safe, high-quality and responsive support whenever they need us. While the role can be based from our Peterborough, Ashford, Ipswich or Norwich offices, it will require regular travel to Peterborough to support operational delivery, stakeholder engagement and the continued development of our services.

As an Operations Manager, you'll provide leadership across multiple urgent care services, working closely with Team Managers, Clinical Leads and Quality teams to deliver excellent patient outcomes, strong operational performance and an outstanding colleague experience.

This is an opportunity to help establish and shape a new operational hub, creating a positive culture, developing future leaders and driving performance from day one.

You'll be responsible for ensuring our services operate safely, efficiently and effectively while maintaining a relentless focus on quality, patient safety and continuous improvement.

Leading High-Performing Teams

Provide visible and inspiring leadership, supporting Team Managers and operational colleagues to deliver exceptional service while creating an engaged, accountable and positive culture.

Driving Operational Performance

Monitor service levels, workforce productivity, patient access and key performance indicators to ensure contractual and quality standards are consistently achieved.

Delivering Continuous Improvement

Identify opportunities to improve patient experience, operational processes and service efficiency, leading change and improvement initiatives across the operation.

Developing Future Leaders

Coach and support Team Managers to build leadership capability, confidence and resilience, helping them develop high-performing teams.

Workforce and Resource Management

Oversee workforce planning, resource allocation and operational resilience to ensure services remain safe, sustainable and responsive to patient demand.

Building Strong Partnerships

Work collaboratively with clinical, quality and service delivery teams, developing positive relationships both internally and across the wider healthcare system.

Quality, Governance and Patient Safety

Support delivery of safe, effective and compliant services, ensuring regulatory, contractual and organisational standards are maintained.

Leading Through Change

Play a key role in implementing new services, pathways and operational developments as IC24 continues to grow and innovate.

• Has experience managing teams within a contact centre, healthcare environment or other fast-paced operational setting
• Has experience leading multiple teams, functions or locations
• Proven experience of leading the implementation of new services
• Uses performance data and KPIs to drive improvement and decision-making
• Has a track record of delivering operational and quality outcomes
• Is comfortable leading service improvements and organisational change
• Builds strong relationships with colleagues, stakeholders and partners
• Communicates effectively and can influence at all levels
• Leads with integrity, resilience and a…