Job Summary
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 You’re Looking For
We are seeking experienced operational managers who demonstrate:
* 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.
Details
* Date posted: 05 March 2026
* Pay scheme: Salary £16.79 per hour for SDM hours; £12.58 per hour for Care Navigator hours
* Contract: Permanent
* Working pattern: Part-time
* Reference number: E0306-26-0009
* Job locations: Cudmore House, Treliske Industrial Estate, Truro, Cornwall, TR1 3LP
Job Description and Responsibilities
* My role helps deliver patient care by supporting the delivery of safe, efficient, and responsive care within Cornwall's Integrated Urgent Care Services. This role focuses on leading and coordinating operational processes across the service, ensuring smooth day-to-day functioning and adherence to performance standards.
* The postholder will work 20 contracted hours per week within a 24/7 control centre environment, comprising approximately 10-12 hours of scheduled Operational Team Lead (OTL) and Care Navigator (CN) shifts, with the remaining hours fulfilled through pre-planned flexi CN shifts to support service demand. In addition, the role forms part of a 1-in-4 on-call relief rota, requiring availability during an allocated relief week to provide short-notice cover for sickness and critical operational gaps. A retainer payment is provided for relief weeks, with any hours worked paid at the hourly rate for that role. This hybrid structure supports both planned service delivery and operational resilience, requiring flexibility to meet the demands of an out-of-hours urgent care service.
* Working closely with the Clinical Shift Supervisor, the Operational Team Leader ensures that non-clinical workflows including staffing, resource allocation, and service continuity are managed effectively.
* The role is central to enabling timely patient care by supporting the infrastructure that underpins clinical decision-making. They liaise with administrative teams, monitor service performance, and escalate operational issues as needed. Through effective leadership, communication, and problem-solving, the Operational Team Leader helps maintain a stable and well-supported environment for clinicians and patients alike, contributing to the overall quality and reliability of urgent care delivery.
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