Overview
HUC's mission is to work with colleagues and service users to deliver exceptional services and shape the future of health and care. We're looking for an inspiring leader to take accountability for the coordination and delivery of high-quality, safe, and effective NHS 111 operations and contracted services.
As part of our Senior Leadership Team, you'll work with Heads of Service, clinical and medical leads, and system partners to drive operational excellence, meet local and national KPIs, and continuously improve patient care. This role offers the chance to lead a vital frontline service that directly impacts people\'s health and wellbeing.
You'll be a motivated and collaborative leader who thrives in a dynamic environment, understands the urgent and unplanned care landscape, and is passionate about innovation. With a strong track record of leading high-performing teams, you\'ll foster engagement, accountability, and a culture focused on outstanding patient outcomes.
We offer a forward-thinking, values-driven workplace where your leadership can make a real difference. Join a supportive and inclusive organisation that values integrity, respect, and continuous improvement.
If you\'re ready to lead with purpose and help shape the future of urgent and unplanned care, we\'d love to hear from you.
Responsibilities
* Accountable for delivering and maintaining high quality and highly effective services in the delivery of non-Clinical 111 Services (111). In line with regulatory authorities, local and national specifications and contractual performance requirements.
* Provide visible leadership and show a physical presence amongst services for a minimum of three days per week.
* As part of the Senior Leadership Team, participate in setting the long-term strategic direction and delivery of HUC\'s corporate strategy.
* Interprets national and HUC strategy into the operational annual and long-term plan for 111.
* Accountable for high delivery and performance of 111, ensuring the service meets KPIs and any improvements in service performance has a clear accountable improvement plan with key delivery dates.
* Management of the four contact centres, ensuring standardisation.
* Working closely with the Workforce Planning and Resourcing team to appropriately plan for the forthcoming months, ensuring staffing levels are where they need to be and attrition is managed.
* Be the named CQC registered manager for relevant services.
* Design and implement any relevant changes that are the result of CQC inspections, with evidence of changes implemented.
* Responsible for ensuring the service is delivered within budget with identification of planned efficiencies on an annual basis
* Deputise for the Delivery Director when required
About us
At HUC, we\'re proud to invest in our people by offering a wide range of exciting benefits that support your personal, professional, and financial wellbeing:
* Exclusive Discounts: Unlock savings on shopping, travel, and more, through our Discount Hub, Blue Light Card, Tickets for Good, and more. From everyday essentials to special experiences, we\'ve got your wallet covered!
* NHS Pension Scheme: Secure your future with the NHS Pension, offering peace of mind and long-term financial benefits for all our staff.
* Wellbeing Support: Your health matters! Enjoy access to counselling services, personalised health plans, meditation guides, energising fitness routines, and delicious recipes to keep you thriving every day.
* Recognition and Rewards: Your hard work won\'t go unnoticed! Celebrate your achievements with peer shout-outs, special awards, and exclusive event vouchers that show how much we appreciate you.
* Financial Perks: Take the stress out of money matters with free financial advice, a healthcare cash plan to cover everyday expenses, and smart savings options through our Credit Union.
* Career Growth: Build the future you deserve with our My Academy training programs, exciting internal vacancies, and regular updates to keep you in the loop with HUC news and opportunities.
* Office Comforts: Stay refreshed with unlimited tea and coffee, enjoy the ease of free parking, and recharge in our dedicated relaxation areas. Plus, join in on engaging team events that make every workday enjoyable!
Details
* Date posted: 05 November 2025
* Pay scheme: Agenda for change
* Band: Band 8a
* Salary: £68,000 to £75,000 a year per annum (Salary dependent on experience)
* Contract: Permanent
* Working pattern: Full-time
* Reference number: 4265 - 7581080
* Job locations: HUC HQ; Ambulance HQ, Ascots Lane; Welwyn Garden City; AL7 4HL
Job responsibilities
For further information about this role, please see attached job description and person specification.
Person Specification
* Essential
o Hold a current UK driving license. Flexibility to travel as required by the role.
* Education and Qualifications
o Degree Level Education or equivalent experience—typically in healthcare management, business administration, operational management or a related field
* Desirable
o Post-graduate qualification / Master - in health services management, or equivalent in a relevant subject area
* Knowledge
o Knowledge of working within the NHS or private healthcare delivery, or equivalent and comparable industry
o Experience of contact centres, front and back office. Forecast and Planning of workforce
o Evidence of using data analytics to support data driven decision making and service improvements
o Risk Management
o Commercial/contract management
o Experience of NHS or equivalent procurement processes and preparation of high-quality responses
o Managing successful rapid, significant change
o Established capability of mobilising new, complex services in very tight timescales and budgets
o Hands on approach to management and leadership
* Desirable
o Experience of working in 111/Urgent Care/Primary Care Out of Hours
* Skills and Abilities
o Significant leadership experience with demonstrable understanding of the healthcare sector
o Business and commercial acumen
o Highly developed people skills to lead and motivate the workforce
o Highly developed communication and influencing skills
o Budgetary control
o Project management
o Abiding to timescales
o Developing positive relationships with commissioners and suppliers
o Good presentation skills
o A flexible working approach to the hours required to perform the job and including out-of-hours, evening and weekend working is an essential element of the role
Other
* 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.
* Certificate of Sponsorship: Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
* UK Registration: Applicants must have current UK professional registration. For further information please see the NHS Careers website.
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