Job Description
Team Manager Contact Centre
About the Role
Were 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, youll lead, mentor and develop a team of Health Advisors, ensuring performance standards, quality requirements and patient safety expectations are consistently met. Youll 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. Youll use real-time performance data to drive improvement, support wellbeing and engagement, and help shape the ongoing development of IC24s 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 Youll 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
Youre 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.
Were 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.
Why IC24?
IC24 is a major not-for-profit Social Enterprise delivering innovative, high-quality urgent and primary care services across the South East. Every surplus we generate is reinvested into our services, our people and the communities we serve.
At IC24, youll 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:Ashford, Kent
Hours:As agreed, including unsociable hours, weekends and bank holidays
Benefits:
* Rate of pay between £17.10 - £18.23 per hour + Enhancements for unsociable hours
* NHS Pension Scheme
* Generous annual leave entitlement plus bank holidays
* Flexible and hybrid working options
* Ongoing learning and development opportunities
* Free 24/7 independent counselling service
* Access to Blue Light Card and NHS Discount Schemes
* Membership to our reward and discount platform
Ready to Make a Difference?
If youre an experienced Team Manager who is passionate about people, service excellence and making a positive impact within urgent care, wed love to hear from you.
We celebrate brave ideas and brave people.
Visitcareers.ic24.org.ukto apply.
Equal Opportunities & 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.
IC24 is committed to providing equal opportunities for all and encourages applications from ethnic minorities, those with disabilities, LGBTQ+ communities, neurodiverse individuals and other under-represented groups. Were dedicated to creating an inclusive environment where everyone feels they belong.
This role is subject to anenhanced DBS check with barred list checks.
If you require any workplace adjustments during the application or interview process, please contact the recruitment team.
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