At a Glance
- Tasks: Lead and develop a team of Health Advisors in a dynamic contact centre environment.
- Company: Join IC24, a leading not-for-profit Social Enterprise in healthcare.
- Benefits: Competitive pay, NHS Pension, enhanced leave, and wellbeing support.
- Other info: Inclusive culture with opportunities for professional growth and development.
- Why this job: Make a real impact on patient care and service excellence.
- Qualifications: Experience in managing teams in fast-paced environments is essential.
The predicted salary is between 35000 - 40000 £ per year.
About the Role
We are looking for a confident, people-focused Team Manager to join our Operations team, supporting the delivery of high-quality, safe and responsive services within our NHS 111 Contact Centre and wider Integrated Urgent Care (IUC) provision. Reporting to the Operations Manager, you will lead, mentor and develop a team of Health Advisors, ensuring performance standards, quality requirements and patient safety expectations are consistently met. You will be a visible and accessible leader, supporting colleagues working both on-site and remotely, and balancing the needs of your people with the demands of a fast-paced, 24/7 service. This is a highly operational role where your leadership, resilience and ability to manage complex people processes will make a real difference. You will use real-time performance data to drive improvement, support wellbeing and engagement, and help shape the ongoing development of IC24’s IUC services. If you thrive in a dynamic contact centre environment, enjoy leading teams through challenge and change, and are passionate about delivering excellent care and service, this could be the ideal next step.
What You’ll Be Doing
- Leading, managing and developing a team of Health Advisors.
- Delivering regular one-to-ones, team meetings and Performance & Development Reviews (PDRs).
- Using real-time performance data and contact centre metrics to manage individual and team performance.
- Addressing performance, conduct, absence and wellbeing issues in line with IC24 policies and procedures.
- Managing investigations, disciplinary and grievance processes, working closely with HR.
- Supporting recruitment activity, including interviewing, onboarding and probation management.
- Ensuring compliance with contractual KPIs, CQC standards and quality requirements.
- Completing quality assurance audits and supporting quality improvement activity.
- Working with Learning & Experience teams to identify training needs and support career progression.
- Acting as a key communication link between frontline teams and senior leadership.
- Contributing to service development, change initiatives and operational projects.
About You
You’re a strong, resilient and people-focused leader with experience managing teams in a contact centre or similarly fast-paced operational environment. You balance empathy with accountability and are confident addressing challenging behaviours while maintaining a supportive and inclusive culture.
We’re looking for someone who is:
- Experienced in managing teams within a contact centre, urgent care, healthcare or high-volume service environments.
- Confident handling complex people processes, including performance management, absence, disciplinaries and investigations.
- Experienced in managing large, remote or hybrid teams.
- Comfortable interpreting performance data and using it to drive improvement.
- Calm under pressure, organised and able to manage competing priorities.
- A clear and confident communicator, able to engage with stakeholders at all levels.
- Values-led, with a strong commitment to delivering high-quality patient care.
Experience gained within healthcare, public sector or charity settings is desirable; however, we also welcome applications from candidates with relevant commercial contact centre backgrounds, where there is strong evidence of transferable leadership and people management experience.
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 demand on secondary care services. We provide services to over six million patients, including GP-led out-of-hours services, NHS 111, primary care and secondary care support services. We are proud of our role within the NHS and our commitment to delivering social value to the communities we serve.
At IC24, you’ll find:
- A supportive, inclusive culture where leadership development and wellbeing matter.
- Opportunities to grow within Operations and the wider organisation.
- Strong systems, data and technology to support effective management.
- A clear sense of purpose and connection to patient care and community impact.
- The opportunity to shape and improve services that make a real difference.
Additional Information
Location: Norwich, Norfolk
Hours: 37.5 hours per week including unsociable hours, weekends and bank holidays.
This role is subject to an enhanced DBS check with barred list checks.
What’s in it for you:
- Rate of pay between £17.10 - £19.36 per hour + enhancements for unsociable hours.
- Opportunity to join the NHS Pension Scheme.
- 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 and training opportunities.
- Free membership to our reward and discount platform.
- Access to Blue Light Card and other NHS Discount Schemes.
Ready to Make a Difference?
If you’re an experienced Team Manager who is passionate about people, service excellence and making a positive impact within urgent care, we’d love to hear from you. We celebrate brave ideas and brave people.
We are committed to providing equal opportunities for all people. We particularly encourage applications from ethnic minorities, applicants with a disability, LGBTQ+ communities, neurodiverse individuals, and other under-represented groups. We are dedicated to creating an inclusive environment where everyone feels they belong.
We are happy to discuss any reasonable workplace adjustments needed to ensure you can perform at your best during the application or interview process or if you would like an accessible version of any recruitment documents, please contact the recruitment team.
Team Manager in Norwich employer: Integrated Care 24 Ltd
At CLEO Systems, we pride ourselves on being an exceptional employer dedicated to making a tangible impact in healthcare. Our hybrid work model allows for flexibility while collaborating with passionate teams focused on improving patient outcomes across the UK. With a strong emphasis on employee growth through ongoing learning opportunities and a supportive work culture, we invite you to join us in our mission to enhance access to care and support the NHS.
StudySmarter Expert Advice🤫
We think this is how you could land Team Manager in Norwich
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see what they're all about. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've led a team through challenges or improved performance. This will help you shine during the interview and demonstrate your people-focused approach.
✨Tip Number 3
Prepare questions for your interviewers. Ask about their team dynamics, how they support staff wellbeing, or what challenges they currently face. This shows you're engaged and ready to contribute to their mission.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can go a long way in leaving a positive impression. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Team Manager in Norwich
Some tips for your application 🫡
Be Yourself:When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to share your experiences and what makes you passionate about leading teams in a contact centre environment.
Tailor Your Application:Make sure to customise your application to highlight your relevant experience. Use keywords from the job description, like 'people-focused' and 'performance management', to show us you’re the perfect fit for the Team Manager role.
Showcase Your Leadership Skills:We’re looking for someone who can lead and inspire a team. Share specific examples of how you’ve successfully managed teams, tackled challenges, and driven improvements in previous roles. This will help us see your potential impact at IC24.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Integrated Care 24 Ltd
✨Know Your Stuff
Before the interview, make sure you understand the role inside out. Familiarise yourself with the responsibilities of a Team Manager in a contact centre, especially in healthcare settings. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about specific situations where you managed performance issues or supported team members through challenges. Highlight your ability to balance empathy with accountability, as this is crucial for the role.
✨Data-Driven Mindset
Since the role involves using real-time performance data, be ready to discuss how you've used metrics to drive improvement in previous roles. Bring examples of how you've interpreted data to enhance team performance or patient care, as this will demonstrate your analytical skills.
✨Engage with the Interviewers
Remember, interviews are a two-way street! Prepare thoughtful questions about the company culture, team dynamics, and how they support leadership development. This shows that you're not just interested in the job, but also in how you can contribute to and grow within the organisation.
