Overview
Are you a proactive, strategic leader ready to drive excellence at the heart of urgent healthcare? As the Contact Centre Operational Lead for Practice Plus Group's 111 call centre in Stockton, you will play a pivotal role in delivering safe, responsive, and compassionate care to thousands of patients every day. You\'ll lead, inspire, and develop a high-performing team of clinical and non-clinical staff, ensuring operational excellence, regulatory compliance, and outstanding patient experiences. If you\'re passionate about making a real difference in urgent care, thrive in fast-paced environments, and have a proven track record of contact centre leadership, this is your opportunity to shape the future of NHS 111 delivery.
Responsibilities
* Lead the day-to-day operational delivery of the 111 contact centre, ensuring safe, high-quality performance across teams.
* Line manage, develop, and retain Team Managers, building a strong leadership culture and succession pipeline.
* Drive delivery against contractual, operational, and quality targets, using KPIs to maintain performance and support continuous improvement.
* Create a positive, inclusive, and high-performing culture aligned to CQC standards and organisational values.
* Provide visible, hands-on leadership, supporting Team Managers while making timely operational decisions.
* Oversee workforce management, rota planning, and staffing in line with HR policies and service demand.
* Act as the Operational (Bronze) lead when required, responding to incidents and business continuity events.
* Represent the service internally and externally, contributing operational insight to ICB, quality, and governance forums.
* Experience leading operational delivery in a high-volume, time-critical contact centre environment.
* A strong track record of managing and developing team leaders or supervisors, with the confidence to challenge performance and support improvement.
* Working knowledge of contact centre KPIs and workforce management principles, with the ability to use data to inform decisions.
* The ability to interpret and apply operational procedures, policies, and regulatory requirements within a structured service environment.
* Sound judgement, resilience, and the ability to manage competing operational pressures.
* Confidence using telephony and IT-enabled contact centre systems, and adapting quickly to new technology.
* Clear, credible communication skills, able to engage teams and represent the service with stakeholders.
* GCSE-level education (or equivalent experience) and a commitment to continuous learning.
About Practice Plus Group
At Practice Plus Group, we currently deliver more than 70 different healthcare services across the UK with some of these services being rated 'outstanding' by the CQC. Our healthcare services include hospitals and surgical centres and we are proud to be the UK's leading independent provider of healthcare services in over 40 prisons. We also lead the way in the design and delivery of Integrated Urgent Care.
Benefits
* Competitive annual salary of £46,620, alongside the opportunity to grow your career in a vital healthcare setting.
* A balanced 37.5 hour workweek, including weekends and bank holidays.
* 33 days annual leave, increasing with service up to 36 days per year (including bank holidays) to help you recharge.
* Competitive pension scheme with Scottish Widows or the Peoples Pension.
* Discounts & Perks: Enjoy exclusive discounts, including Blue Light Card, Costco membership, and more!
* Cycle to Work Scheme, Eye Care Vouchers, and Holiday Sell-Back options for your convenience.
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