Deputy Area Operations Manager in Truro

The Cornwall 111 Integrated Urgent Care Service (IUCS) is entering an exciting new phase of development, and we are seeking a dedicated Deputy Area Operations Manager to help shape the future of urgent care delivery across the region. This is a pivotal role at the heart of ensuring patients receive safe, responsive and seamless care when they need it most.

Main duties of the job

As Deputy Area Operations Manager, you will play a key part in the day-to-day operational leadership of the service. You'll work closely with the Senior Area Operations Manager to maintain high performing services that are patient centred, resilient and aligned with national quality standards. Your leadership will directly support the teams who deliver frontline care, ensuring they have the staffing, infrastructure and processes required to provide an exceptional patient experience.

Key Responsibilities

• Provide strong, visible leadership to support the effective delivery of the Cornwall 111 IUCS.
• Ensure services remain safe, responsive and patient centred through proactive operational oversight.
• Maintain and develop the infrastructure, fleet and operational processes that underpin high quality care.
• Oversee rota management to ensure appropriate staffing levels across all service areas.
• Support staff through training, coaching and performance management, fostering a culture of continuous improvement.
• Contribute to service development initiatives and operational planning as part of the wider leadership team.
• Act as a point of escalation for operational issues, ensuring timely and effective resolution.

About You

We're looking for someone who thrives in a fast paced, patient focused environment and brings a calm, solutions driven approach to operational challenges. You will have:

• Proven leadership experience within a healthcare, urgent care or similar operational setting.
• Strong organisational and problem solving skills.
• The ability to build positive relationships with staff, partners and stakeholders.
• Experience in rota management, workforce planning or operational coordination.
• A commitment to high quality, patient centred care.
• Confidence in supporting staff development and managing performance.

Benefits

• 6.6 weeks annual leave, including 8 bank holidays.
• Opportunity to buy and sell annual leave.
• Access to an Employee Assistance Programme providing retail discounts, confidential wellbeing, and support services.
• Paid time for mandatory and statutory training.
• Support with vision testing.

Why Join Us?

This is an opportunity to make a meaningful impact on urgent care delivery across Cornwall. You'll be part of a supportive leadership team committed to innovation, service excellence and the wellbeing of both patients and staff.

If you're passionate about operational leadership and want to help shape the future of urgent care, we'd love to hear from you.

Please note, we reserve the right to close the advert early should there be a significantly high level of applications.

Job responsibilities

The Deputy Area Operations Manager plays a vital role in ensuring the effective and seamless delivery of patient care within the Cornwall 111 Integrated Urgent Care Service (IUCS). By providing strong operational leadership, particularly during out of hours periods, the role ensures that services remain responsive, safe, and patient centred.

A key responsibility is supporting clinical and non-clinical teams by maintaining the infrastructure, fleet, and processes that underpin high quality care. This includes oversight of treatment centres, fleet vehicles, medicines and consumables, and infection prevention and control standards. These operational functions enable clinicians to focus on delivering timely and effective care.

The postholder ensures staffing levels are maintained through effective rota management and that staff are supported through performance management, training, and wellbeing initiatives. Health, safety, and fleet compliance are core components of the role, ensuring safe environments, safe vehicles, and safe working practices across all IUCS locations.

Ultimately, the Area Operations Managers acts as a linchpin between strategic leadership and frontline service delivery, ensuring that patients receive safe, timely, and compassionate care.

Key Duties and Responsibilities:

• Operational Leadership
  • Provide visible and effective leadership county wide across urgent care bases.
  • Ensure services are delivered safely, efficiently, and in line with organisational values and performance standards.
  • Line Management: Directly manage Urgent Care Drivers, Receptionists.
  • Ensure clear communication, support, and accountability across teams.
• Fleet Management
  • Oversee the IUCS fleet, ensuring vehicles are safe, compliant, and fit for purpose.
  • Ensure all vehicles undergo timely servicing, MOTs, repairs, and safety checks.
  • Maintain accurate fleet records, including mileage, defects, downtime, and compliance logs.
  • Work with the Make Ready Operative to ensure vehicles are cleaned, stocked, and prepared for operational use.
  • Respond to vehicle incidents, breakdowns, and safety concerns, ensuring timely escalation and resolution.
  • Support the Senior Area Operations Manager with fleet planning, replacement, and procurement.
  • Ensure drivers adhere to fleet policies, including driving standards, reporting processes, and safety protocols.
  • Requirement to undertake the necessary training qualification to complete Fleet Drivers annual assessments.
  • Ensure all bases are operational, clean, and compliant with IPC standards.
  • Maintain safe environments for staff and patients.
• Rota & Workforce Planning
  • Oversee with Senior Operations Area Manager rotas for Drivers and Receptionists.
  • Ensure adequate coverage across all shifts, particularly out of hours.
• Clinical Supply Chain Coordination
  • Work with the Clinical Supply Chain Manager to ensure timely procurement, stock control, and distribution of medical supplies.
• Infection Prevention & Control
  • Lead on implementing and auditing IPC measures.
  • Ensure compliance with hygiene and infection control standards.
• Health & Safety Management
  • Ensure compliance with H&S legislation and organisational policies.
  • Conduct dynamic risk assessments, manage incidents, and promote a culture of safety.
  • Support staff with incident reporting and ensure learning is embedded.
• Recruitment & Induction
  • Support recruitment and onboarding of non-clinical staff.
  • Ensure new starters receive appropriate induction and training.
• Performance Management
  • Conduct one to ones, appraisals, and performance reviews.
  • Address underperformance and recognise excellence.
  • Conduct Annual Employee Driving Assessments.
  • Ensure Annual Employee Driver Registration Forms are completed.
• Training & Development
  • Identify training needs and support staff development.
  • Ensure mandatory training is completed.
  • Support comfort calling training for non-clinical staff.
• On Call & Weekend Support
  • Participate in the 24/7 on call rota. Requirement of one weekend in three Duty Manager and on-call support.
  • Provide operational leadership and rapid response to service issues.
  • Lead on incident reporting, investigation, and resolution.
  • Ensure learning is captured and shared.
• Stakeholder Engagement
  • Liaise with internal teams and external partners to ensure coordinated service delivery.
• Service Improvement
  • Identify opportunities for improvement and support change initiatives.
  • Contribute to more efficient and patient centred processes.
• Compliance Monitoring
  • Ensure adherence to organisational policies, CQC standards, and regulatory requirements.
  • Conduct audits and quality checks in line with KHCIC policy.
• Controlled Drugs (CD) Management
  • Oversee the operational governance of Controlled Drugs across IUCS treatment centres, ensuring compliance with organisational policies, national legislation, and CQC requirements.
  • Ensure secure storage, transportation, and access arrangements for CDs, including regular checks of CD cupboards, keys, and controlled stationery.
  • Work closely with the Clinical Supply Chain Manager to maintain accurate stock levels, expiry monitoring, and timely replenishment of CDs.
  • Ensure that all CD registers, electronic records, and documentation are completed accurately, contemporaneously, and in line with statutory requirements.
  • Support clinical teams by ensuring that CD incidents, discrepancies, or concerns are escalated immediately and investigated in accordance with policy.
  • Participate in CD audits, stock checks, disposal, and assurance processes, ensuring that actions are completed and learning is embedded.
  • Liaise with the Senior Area Operations Manager Head of Operations, and Chief Medical Officer to ensure safe systems of work and continuous improvement in CD management.
  • Promote a culture of safety, accountability, and transparency in relation to Controlled Drugs across all IUCS sites.
• Resource & Asset Management
  • Oversee equipment and resource use.
  • Ensure availability and minimise waste or downtime.
• Data & Reporting
  • Maintain accurate records of audits, incidents, fleet activity, and staff performance.
  • Contribute to operational reports and dashboards.
• Team Communication
  • Facilitate regular team meetings and briefings.
  • Ensure staff are informed, engaged, and aligned with service priorities.
• Support for Clinical Teams
  • Work collaboratively with clinical leads to ensure non-clinical operations support high quality patient care.

You will be expected to carry out any other duties that may reasonably be required in line with your main duties, as directed by your line manager.

Person Specification

Experience

• Experience in fleet or logistics management.
• Experience in NHS or care sector environment.

Additional Requirements

• Full UK Driving Licence.

Qualifications

• Managerial qualification or evidence of managing large teams.
• Educated to Level 3 (A Level or equivalent).
• IOSH Managing Safely (or willingness to work towards).
• NEBOSH General Certificate in Occupational Health & Safety.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.