Operations Manager

The role involves leading operational delivery across urgent care services, including NHS 111 and Contact Centres. This senior leadership position requires close collaboration with Team Managers, clinical leaders, and quality teams to ensure excellent patient outcomes and a great colleague experience.

You will focus on:

• Leading high-performing operational teams: Provide visible leadership to Team Managers and operational colleagues, fostering a positive culture of accountability and service excellence.
• Driving contact centre performance: Monitor operational performance and service levels, using data to meet contractual and quality standards.
• Delivering continuous improvement: Identify opportunities for process enhancement and lead quality improvement initiatives.
• Supporting and developing leaders: Coach Team Managers to build their capability and confidence.
• Managing resources effectively: Oversee workforce planning and resource allocation to ensure service sustainability.
• Building strong stakeholder relationships: Collaborate with clinical and quality teams while representing IC24 in partnership meetings.
• Delivering quality and patient safety: Ensure services meet all required standards.
• Leading through change: Support the implementation of new pathways and operational improvements.

The environment includes operating 24/7, supporting patients with urgent healthcare needs. You will maintain a visible leadership presence across multiple service areas.

Key requirements include:

• Experience leading operational teams in a contact centre or fast-paced environment.
• Experience managing multiple teams or locations.
• Confidence in using performance data to drive improvement.
• A track record of delivering operational performance and quality outcomes.
• Ability to lead and support change initiatives.
• Strong relationship-building skills.
• Excellent communication skills.
• Integrity, resilience, and a people-first approach.

Location: Ashford, Kent. Travel between IC24 sites may be required. Hybrid working opportunities may be available.

Integrated Care 24 (IC24) is a not-for-profit social enterprise providing NHS 111, GP Out of Hours, and urgent care services to over six million patients in the UK.

What's in it for you?

• Salary of £45,000 per annum
• 6.6 weeks of annual leave
• Access to the NHS Pension Scheme
• Learning and development opportunities
• Employee Assistance Programme
• Health and wellbeing initiatives
• Blue Light Card discounts
• Colleague recognition and reward schemes
• The opportunity to make a real impact within a growing Social Enterprise

Interviews will be held W/C 14th September 2026.

We are committed to providing equal opportunities and encourage applications from diverse backgrounds. If you need any workplace adjustments during the application or interview process, please contact the recruitment team.