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- Tasks: Lead a dynamic team in delivering top-notch urgent healthcare services.
- Company: Join Practice Plus Group, a leader in compassionate healthcare delivery.
- Benefits: Enjoy a competitive salary, generous leave, and exclusive discounts.
- Why this job: Make a real impact in urgent care while developing your leadership skills.
- Qualifications: Experience in contact centre leadership and a passion for patient care.
- Other info: Thriving environment with opportunities for career growth and professional development.
The predicted salary is between 46620 - 64968 £ per year.
Are you a proactive, strategic leader ready to drive excellence at the heart of urgent healthcare? As the Contact Centre Operational Lead for Practice Plus Group's 111 call centre in Stockton, you will play a pivotal role in delivering safe, responsive, and compassionate care to thousands of patients every day. You’ll lead, inspire, and develop a high-performing team of clinical and non-clinical staff, ensuring operational excellence, regulatory compliance, and outstanding patient experiences.
If you’re passionate about making a real difference in urgent care, thrive in fast-paced environments, and have a proven track record of contact centre leadership, this is your opportunity to shape the future of NHS 111 delivery.
At Practice Plus Group, we value and invest in our team. Here are some of the amazing benefits you’ll enjoy when you join us:
- Competitive annual salary of £46,620, alongside the opportunity to grow your career in a vital healthcare setting.
- A balanced 37.5-hour workweek, including weekends and bank holidays.
- 33 days annual leave, increasing with service up to 36 days per year (including bank holidays) to help you recharge.
- Competitive pension scheme with Scottish Widows or the Peoples Pension.
- Discounts & Perks: Enjoy exclusive discounts, including Blue Light Card, Costco membership, and more!
- Cycle to Work Scheme, Eye Care Vouchers, and Holiday Sell-Back options for your convenience.
What You’ll Be Doing:
- Lead the day-to-day operational delivery of the 111 contact centre, ensuring safe, high-quality performance across teams.
- Line manage, develop, and retain Team Managers, building a strong leadership culture and succession pipeline.
- Drive delivery against contractual, operational, and quality targets, using KPIs to maintain performance and support continuous improvement.
- Create a positive, inclusive, and high-performing culture aligned to CQC standards and organisational values.
- Provide visible, hands-on leadership, supporting Team Managers while making timely operational decisions.
- Oversee workforce management, rota planning, and staffing in line with HR policies and service demand.
- Act as the Operational (Bronze) lead when required, responding to incidents and business continuity events.
- Represent the service internally and externally, contributing operational insight to ICB, quality, and governance forums.
What we’ll look for in you:
- Experience leading operational delivery in a high-volume, time-critical contact centre environment.
- A strong track record of managing and developing team leaders or supervisors, with the confidence to challenge performance and support improvement.
- Working knowledge of contact centre KPIs and workforce management principles, with the ability to use data to inform decisions.
- The ability to interpret and apply operational procedures, policies, and regulatory requirements within a structured service environment.
- Sound judgement, resilience, and the ability to manage competing operational pressures.
- Confidence using telephony and IT-enabled contact centre systems, and adapting quickly to new technology.
- Clear, credible communication skills, able to engage teams and represent the service with stakeholders.
- GCSE-level education (or equivalent experience) and a commitment to continuous learning.
111 Contact Centre Operational Lead employer: Practice Plus Group
Contact Detail:
Practice Plus Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 111 Contact Centre Operational Lead
✨Tip Number 1
Network like a pro! Reach out to your connections in the healthcare sector, especially those who work in contact centres. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to operational leadership and patient care. We recommend role-playing with a friend or using online resources to boost your confidence.
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you've developed teams or improved performance in previous roles. This will help you stand out as a candidate who can drive excellence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace 111 Contact Centre Operational Lead
Some tips for your application 🫡
Show Your Passion for Healthcare: When writing your application, let your passion for urgent care shine through. We want to see how you can make a real difference in patients' lives and why you're excited about the role at Practice Plus Group.
Highlight Your Leadership Experience: Make sure to showcase your experience in leading teams, especially in high-pressure environments. We’re looking for someone who can inspire and develop others, so share specific examples of how you've done this in the past.
Be Data-Driven: Since KPIs are crucial in this role, include any relevant experience you have with data analysis and performance management. We love candidates who can use data to drive decisions and improve operational outcomes.
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to reflect the job description. We appreciate when candidates take the time to align their skills and experiences with what we’re looking for.
How to prepare for a job interview at Practice Plus Group
✨Know Your Stuff
Make sure you understand the ins and outs of contact centre operations, especially in a healthcare setting. Brush up on KPIs, workforce management, and how to drive performance. Being able to discuss these topics confidently will show that you're ready to lead.
✨Showcase Your Leadership Style
Prepare examples of how you've successfully managed and developed teams in the past. Think about specific situations where you inspired your team or improved performance. This will help demonstrate your ability to create a high-performing culture.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life operational scenarios. Practice how you would handle incidents or business continuity events. Showing that you can think on your feet and make sound decisions under pressure is crucial for this role.
✨Engage with the Interviewers
Don’t just answer questions; engage with your interviewers. Ask them about their experiences and the challenges they face. This shows your genuine interest in the role and helps you build rapport, which is key in a leadership position.
