Contact Centre - Team Manager

Behind every safe patient outcome is a well-supported conversation. At IC24, our NHS 111 service depends on Health Advisors making the right decisions, at pace, under pressure - and the leaders who support them to do it well. We’re looking for a Team Manager who understands that in a contact centre environment, leadership is constant. It’s visible, responsive, and directly linked to patient safety.

This role sits at the heart of our NHS 111 contact centre operation. You’ll lead, manage and develop a team of Health Advisors, ensuring they are supported to deliver safe, effective and high-quality patient interactions every time. You’ll be a hands-on, accessible leader - someone who uses data to drive performance, coaches in real time, and creates an environment where people feel confident, capable and supported to do their role well. This is not just about managing performance. It’s about enabling people to make safe decisions when it matters most.

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 NHS 111 service operates 24/7 within a fast-paced contact centre environment. Teams work across a hybrid model, combining office-based and home working. As a Team Manager, you’ll provide visible leadership within the contact centre, while also supporting colleagues working remotely. Flexibility is essential, with shifts including evenings, weekends and bank holidays.

What matters in this role:

You don’t need to come from one specific background - but your approach to leadership is key. You’re likely someone who:

• Has experience leading teams in a contact centre or similar 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.

Who are we? 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.

Location: Ipswich, Hybrid working model

What’s in it for you:

• 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 based on service.
• 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.

We celebrate brave ideas and brave people. We have a duty to safeguard, protect and promote the welfare of those who use our services and our employees. This means we take every step we can to protect from harm, abuse and damage. We are committed to providing equal opportunities for all and encourage applications from ethnic minorities, those with disabilities, LGBTQ+ communities, neurodiverse individuals, and other under-represented groups. We’re dedicated to creating an inclusive environment where everyone feels they belong. If you need any workplace adjustments during the application or interview process, or have accessibility requirements, please contact the recruitment team.