At a Glance
- Tasks: Lead and support the Cornwall 111 Control Centre team in delivering high-quality patient care.
- Company: Kernow Health CIC, a community-focused organisation enhancing healthcare across Cornwall.
- Benefits: Competitive pay, NHS pension, flexible hours, and professional development opportunities.
- Other info: Join a supportive team dedicated to improving healthcare services in Cornwall.
- Why this job: Make a real difference in urgent care while developing your leadership skills.
- Qualifications: Experience in fast-paced environments and strong team leadership abilities.
The predicted salary is between 36000 - 60000 £ per year.
Kernow Health CIC is excited to recruit four Operational Team Leads (Relief) to join our Cornwall 111 Control Centre team. This is a brand-new role designed to strengthen resilience across our 24/7 service, ensuring we continue to deliver high-quality, safe and responsive patient care across Cornwall. This is a unique opportunity for experienced operational leaders who thrive in a fast-paced urgent care environment and are passionate about delivering excellent service standards while supporting frontline teams.
As a Relief Operational Team Lead (OTL), you will oversee the day-to-day operational delivery of the Cornwall 111 service, supervise staff, manage urgent care demand and ensure Key Performance Indicators (KPIs) are consistently achieved. Your rota will include a combination of Operational Team Lead (OTL) shifts, Care Navigator (CN) shifts and a structured on-call relief commitment, enabling you to build a strong understanding of the entire patient journey.
Working Pattern
- Each Relief OTL will work 20 contracted hours per week, made up of:
- Scheduled OTL and Care Navigator (CN) shifts (fixed in advance)
- A proportion of flexi CN hours, pre-planned 8 weeks in advance
- Participation in a 1-in-4 on-call relief rota to cover short-notice sickness and operational gaps
During your designated relief week, you will receive a retainer payment for being available and contactable. If called upon to work additional hours, these will be paid at your standard hourly rate.
Main duties of the job
- Operational Leadership
- Provide visible and effective leadership within the 111 Control Centre.
- Coordinate staffing and skill mix to maintain safe service delivery.
- Monitor demand and capacity in real time, taking proactive action to manage flow.
- Ensure performance against KPIs and service standards.
- Team Supervision & Support
- Supervise Care Navigators and operational staff during shifts.
- Provide guidance, coaching and real-time decision support.
- Manage incidents, escalations and service pressures calmly and effectively.
- On-Call Relief Responsibilities
- Participate in a structured 4-week relief rota.
- Provide responsive cover for short-notice absences and operational gaps.
- Support the frontline while maintaining oversight of system performance.
- Quality & Governance
- Ensure adherence to service policies, pathways and governance standards.
- Support incident reporting, learning and continuous service improvement.
- Promote a culture of accountability, safety and professionalism.
What We're Looking For
- A strong background in leading teams within fast-paced, high-pressure environments (ideally healthcare, urgent care or contact centre settings).
- The ability to remain calm under pressure and resolve operational challenges quickly and effectively.
- Confidence in decision-making and escalation processes.
- Flexibility to work scheduled shifts and participate in on-call relief cover.
About Us
Kernow Health CIC is a Community Interest Company supporting General Practice and delivering Primary Care Services at scale across Cornwall. Established in 2011 by a group of Cornwall practices, we deliver several NHS contracts, including:
- Cornwall 111 Integrated Urgent Care Service
- School Immunisation Programme
- Children’s Eating Disorder Service
- Cornwall Primary Care Training Hub
- Special Allocation Scheme
All profits are reinvested to benefit primary care across Cornwall, supporting sustainable and locally responsive healthcare. Our Integrated Urgent Care Service operates 24/7, providing telephone triage, clinical assessment and urgent care coordination across the county.
Why Join Us?
- Play a vital leadership role within a high-performing 24/7 urgent care service.
- Combine operational management with frontline experience.
- Receive a retainer allowance for relief weeks, with additional hours paid where worked.
- Access to NHS Pension Scheme.
- Competitive annual leave with buy/sell options.
- Competitive sickness, maternity and paternity provisions.
- Employee benefits programme via Vivup.
- Access to training and professional development through the Cornwall Primary Care Training Hub.
- Be part of a supportive, experienced and forward-thinking management team.
Interested? If you are an adaptable, motivated leader who thrives in a 24/7 operational environment and is committed to delivering safe and responsive urgent care services, we would love to hear from you.
Operational Team Lead Relief - Kernow Health CIC in Truro employer: KERNOW HEALTH
Kernow Health CIC is an exceptional employer, offering a unique opportunity to lead within a high-performing 24/7 urgent care service in the beautiful setting of Cornwall. With a strong focus on employee development, competitive benefits including access to the NHS Pension Scheme, and a supportive management team, we foster a culture of accountability and continuous improvement, ensuring that our staff are well-equipped to deliver outstanding patient care. Join us to make a meaningful impact while enjoying a flexible work environment that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Operational Team Lead Relief - Kernow Health CIC in Truro
✨Tip Number 1
Network like a pro! Reach out to your connections in the healthcare sector, especially those who work in urgent care or operational roles. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for interviews by practising common questions related to operational leadership and team management. We recommend role-playing with a friend or using online resources to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your adaptability! In your conversations, highlight specific examples of how you've successfully managed teams under pressure. This will demonstrate your ability to thrive in a fast-paced environment like the Cornwall 111 Control Centre.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at Kernow Health CIC.
We think you need these skills to ace Operational Team Lead Relief - Kernow Health CIC in Truro
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in operational leadership, especially in fast-paced environments. We want to see how your skills align with the role of Operational Team Lead at Kernow Health CIC.
Showcase Your Leadership Skills:In your application, emphasise your ability to lead teams effectively under pressure. Share specific examples of how you've managed staffing and service delivery in previous roles, as this is key for us in ensuring high-quality patient care.
Be Clear and Concise:Keep your application straightforward and to the point. Use bullet points where possible to make it easy for us to see your qualifications and experiences. Remember, clarity is crucial when you're applying for a role that involves managing urgent care demands.
Apply Through Our Website:We encourage you to submit your application through our website. This way, you can ensure that all your details are captured correctly, and it helps us streamline the process. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at KERNOW HEALTH
✨Know Your Stuff
Make sure you understand the role of an Operational Team Lead and the specific responsibilities it entails. Familiarise yourself with Kernow Health CIC's mission and values, as well as the 111 Control Centre's operations. This will help you demonstrate your passion for delivering high-quality patient care during the interview.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led teams in high-pressure environments. Highlight how you managed staffing, resolved conflicts, and maintained service standards. This will show that you can provide effective leadership within the 111 Control Centre.
✨Stay Calm Under Pressure
Since this role involves managing urgent care demand, be ready to discuss how you handle stressful situations. Share specific instances where you remained calm and made quick decisions during operational challenges. This will reassure the interviewers of your ability to thrive in a fast-paced environment.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, the on-call relief rota, and how success is measured in the role. This not only shows your interest in the position but also helps you gauge if the company culture aligns with your values and work style.
