Service Manager

The Role

Express new ideas, take initiative and save lives. Others talk about being brave, at IC24, we’re made that way. From providing high‑quality integrated urgent care for over six million people, to thinking of innovative solutions for our patients – every role at IC24 is made to be brave.

As a Service Manager, you will lead the delivery and performance of IC24’s urgent care services, including NHS 111, Clinical Assessment Services (CAS) and face‑to‑face (F2F) services. You will play a critical role in ensuring safe, effective and high‑quality service delivery, acting as the first point of contact for operational issues and escalation during live service delivery.

You will take responsibility for real‑time operational management, using performance data to proactively manage demand, address service pressures and ensure adherence to contractual, regulatory and quality standards. Working closely with Team Managers and wider operational colleagues, you will ensure consistency across teams while maintaining service stability and performance.

This is a hands‑on, fast‑paced operational leadership role where you will be empowered to make decisions, implement contingency plans and drive continuous improvement in patient experience, quality and efficiency. You will also support a culture of learning, contributing to quality improvement initiatives and embedding IC24’s values across the service.

This role values collaboration, encourages an inclusive and supportive environment, and promotes building respectful relationships with colleagues and patients from diverse backgrounds, including those with different communication styles and ways of thinking.

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: Ashford, Kent or Norwich, Norfolk. (Hybrid working – 60% office based / 40% home working)

Contract: This role is for a 6 month FTC.

What’s in it for you:

• Hourly pay of £17.10 per hour 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 disclosure (with barred list checks) and two references.

We celebrate brave ideas and brave people.

Safeguarding

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.

Equal Opportunities

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 on careers@ic24.nhs.uk.