About the RoleWere 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, you’ll lead, mentor and develop a team of Health Advisors, ensuring performance standards, quality requirements and patient safety expectations are consistently met. You’ll 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. You’ll use real‑time performance data to drive improvement, support wellbeing and engagement, and help shape the ongoing development of IC24’s 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 DoingLeading, 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 performanceAddressing performance, conduct, absence and wellbeing issues in line with IC24 policies and proceduresManaging investigations, disciplinary and grievance processes, working closely with HRSupporting recruitment activity, including interviewing, onboarding and probation managementEnsuring compliance with contractual KPIs, CQC standards and quality requirementsCompleting quality assurance audits and supporting quality improvement activityWorking with Learning & Experience teams to identify training needs and support career progressionActing as a key communication link between frontline teams and senior leadershipContributing to service development, change initiatives and operational projects
Main duties of the job
You’re 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 environmentsConfident handling complex people processes, including performance management, absence, disciplinaries and investigationsExperienced in managing large, remote or hybrid teamsComfortable interpreting performance data and using it to drive improvementCalm under pressure, organised and able to manage competing prioritiesA clear and confident communicator, able to engage with stakeholders at all levelsValues‑led, with a strong commitment to delivering high‑quality patient careExperience 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.
About us
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, you’ll 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 InformationLocation: Ashford, KentHours: As agreed, including unsociable hours, weekends and bank holidaysBenefits:Rate of pay between £17.10 - £18.23 per hour + Enhancements for unsociable hoursNHS Pension SchemeGenerous annual leave entitlement plus bank holidaysFlexible and hybrid working optionsOngoing learning and development opportunitiesFree 24/7 independent counselling serviceAccess to Blue Light Card and NHS Discount SchemesMembership to our reward and discount platformReady 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, we’d love to hear from you.We celebrate brave ideas and brave people.Visit careers.ic24.org.uk to apply.Equal Opportunities & SafeguardingWe 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. We’re dedicated to creating an inclusive environment where everyone feels they belong.This role is subject to an enhanced DBS check with barred list checks.If you require any workplace adjustments during the application or interview process, please contact the recruitment team.
Person Specification
General Requirements
* Please refer to job description above
* Please refer to job description above
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.
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