The RoleWere looking for a dynamic and strategic Head of Contact Centres to lead the operational delivery of our virtual contact centre services, including NHS 111 and other non-face-to-face care navigation functions.Reporting to the Deputy Divisional Director of Integrated Urgent Care (IUC), this is a key leadership role responsible for managing a large, dispersed workforce operating both remotely and across multiple sites. Youll provide both strategic direction and hands-on operational leadership to teams delivering vital 111 services, clinical advice, call handling, and clinical validation.You will champion performance, quality and colleague experience across our contact centre model - ensuring we meet regulatory, contractual and digital standards. Youll also build strong relationships with system partners and internal stakeholders to support seamless, integrated service delivery.Above all, youll foster a culture of professionalism, inclusion, and continuous improvement - creating a place where people feel empowered, supported and inspired to deliver exceptional care.
Main duties of the job
What youll needTo succeed in this role, youll need to bring:Proven leadership experience within a large-scale contact centreExperience managing dispersed, multi-site or remote teams at scaleA strong track record of delivering operational performance and quality outcomesExcellent stakeholder engagement skills, including working with commissioners, regulators and partner organisationsStrategic thinking, with the ability to lead change and continuous improvementA passion for people developing and supporting colleagues, promoting wellbeing and driving inclusionConfidence in working with data, technology and digital systems to drive decision-making and improvementsKnowledge of NHS 111, IUC or similar urgent care services would be a plus but not requiredWhat youll getUp to £60,000 basic salary (DOE)Generous Annual Leave entitlement (increasing with service)Learning & development opportunities to support your career journeyAccess to our health and wellbeing initiatives, including free 24/7 counselling supportNHS Blue Light Discount CardColleague recognition and reward schemesAccess to NHS pension scheme or company pensionThe opportunity to make a real impact within a growing Social Enterprise
About us
Who we areIntegrated Care 24 (IC24) is a leading not-for-profit Social Enterprise, providing innovative and patient-focused urgent care services. We are driven by our mission to deliver exceptional care to the communities we serve while supporting the wellbeing and development of our colleagues. As a Social Enterprise, we reinvest into our people and services, enabling us to make a real difference across the health and care landscape.We are passionate about delivering high-quality, inclusive care that supports better patient outcomes and experiences. Through strong partnerships, innovative technology, and a commitment to our values - Innovation, Care, Respect and Excellence - were helping to shape a more integrated, responsive healthcare system.
Job responsibilities
Head of Contact Centres
Who we are
Integrated Care 24 (IC24) is a leading not-for-profit Social Enterprise, providing innovative and patient-focused urgent care services. We are driven by our mission to deliver exceptional care to the communities we serve while supporting the wellbeing and development of our colleagues. As a Social Enterprise, we reinvest into our people and services, enabling us to make a real difference across the health and care landscape.
We are passionate about delivering high-quality, inclusive care that supports better patient outcomes and experiences. Through strong partnerships, innovative technology, and a commitment to our values - Innovation, Care, Respect and Excellence - were helping to shape a more integrated, responsive healthcare system.
The Role
Were looking for a dynamic and strategic Head of Contact Centres to lead the operational delivery of our virtual contact centre services, including NHS 111 and other non-face-to-face care navigation functions.
Reporting to the Deputy Divisional Director of Integrated Urgent Care (IUC), this is a key leadership role responsible for managing a large, dispersed workforce operating both remotely and across multiple sites. Youll provide both strategic direction and hands-on operational leadership to teams delivering vital 111 services, clinical advice, call handling, and clinical validation.
You will champion performance, quality and colleague experience across our contact centre model - ensuring we meet regulatory, contractual and digital standards. Youll also build strong relationships with system partners and internal stakeholders to support seamless, integrated service delivery.
Above all, youll foster a culture of professionalism, inclusion, and continuous improvement - creating a place where people feel empowered, supported and inspired to deliver exceptional care.
What youll need
To succeed in this role, youll need to bring:
* Proven leadership experience within a large-scale contact centre
* Experience managing dispersed, multi-site or remote teams at scale
* A strong track record of delivering operational performance and quality outcomes
* Excellent stakeholder engagement skills, including working with commissioners, regulators and partner organisations
* Strategic thinking, with the ability to lead change and continuous improvement
* A passion for people developing and supporting colleagues, promoting wellbeing and driving inclusion
* Confidence in working with data, technology and digital systems to drive decision-making and improvements
* Knowledge of NHS 111, IUC or similar urgent care services would be a plus but not required
What youll get
* Up to £60,000 basic salary (DOE)
* Generous Annual Leave entitlement (increasing with service)
* Learning & development opportunities to support your career journey
* Access to our health and wellbeing initiatives, including free 24/7 counselling support
* NHS Blue Light Discount Card
* Colleague recognition and reward schemes
* Access to NHS pension scheme or company pension
* The opportunity to make a real impact within a growing Social Enterprise
We believe that inclusion and belonging are fundamental to excellence at IC24. Were committed to building an environment where every colleague - regardless of background, ability or identity - is empowered, respected, and feels they belong. Our Colleague Resource Groups (CRGs) - including Gender Equality, Cultural Inclusion4All, LGBTQ+Friends, and Disability Confident - are integral to this mission. We encourage applications from underrepresented groups and welcome requests for reasonable adjustments during the recruitment process.
If youd like to find our more information please contact our Recruitment Partner Lucy on Lucy.Jones@ic24.nhs.uk
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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