# NHS 111 Operational Performance Manager## Job Introduction**NHS 111 Operational Performance Manager****Location: Oldbury****Contract Type: 12 Month Fixed Term Contract****Hours: 37.5 per week, between 06:00am – 22:00pm****Number of positions: 1****Salary: £46,148 (Band 7)****Enhancements:*** **Evenings and night shifts: 30% enhancement (Weekdays 20:00-06:00)*** **Weekend shifts: 45% enhancement**The NHS 111 Operational Performance Manager, based at the Oldbury contact centre, will be part of the DHU 111 Senior Management Team and lead all operational teams on-site. This role oversees the performance and delivery of NHS 111 services across the Midlands, Milton Keynes, and London regions, ensuring high-quality, efficient, and patient-focused service aligned with the company’s strategic vision. The post holder will drive adherence to contractual and regulatory standards while continuously improving patient experience, service quality, and operational efficiency through analytical insight, process improvement, and effective people management.**What your typical day looks like:*** To lead and direct performance management processes and analysis that enables excellent performance to be established and maintained.* To lead and direct continual quality and efficiency improvement and innovation in service delivery processes.* To support development of strategic projects with input and implementation of necessary changes to support the growth of the company.* To have local site accountability for the operation of all NHS 111 Services to a quality level that is compliant with national and contractual standards.* To support the Head of Performance to create a coherent, dynamic, motivated, well trained and skilled team that is capable of meeting the quality and effectiveness targets for the NHS 111 business in a sustainable way.* To support the efficient delivery of NHS 111 services to agreed budgets.* To work closely with other managers to ensure all service provision is co-ordinated to attain optimum quality and efficiency.* To support the development, implementation and maintenance of the workforce plans for the NHS 111 service to ensure the provision of sufficient resource, of the necessary competence, at all times to deliver a high quality cost effective service.* Jointly with all responsible leads, develop, lead and direct proactive service planning to assure that minor and major impacts on the service are risk managed. This will include formulating local Disaster Recovery and Business Contingency Plans for NHS 111 Services.* To assist with the project management, successful design, development and implementation of any new NHS 111 Service.* Managing relationships and working closely with the Resource Planning Team and People and Culture Team to ensure that rotas are at appropriate staffing levels to accommodate demand.* Maintain strict confidentiality in relation to all issues concerned within the service and adhere to DHU policy ensuring staff are aware of their obligations under the FOI, Information Governance and GDPR.**To be a successful NHS 111 Operational Performance Manager, you’ll need:*** Educated to degree level or equivalent* Qualifications in business or management* Extensive experience in real time management* Management experience of large team structures* Management level contact centre experience* Management of Business Continuity Protocols to ISO standard* Excellent interpersonal/ communication skills with a variety of media and all levels of staff with the company as well as external agencies* Highly developed leadership skills* Ability to maintain strict levels of confidentiality* Able to work unsocial hours* Ability to adapt and thrive in a fast-paced, dynamic work environment* Full driving licence**What DHU can offer you:****Working Patterns:**We recognise that 9-5 doesn’t work for everyone, so we have a range of working patterns available to suit your work/life balance.Our friendly team will work with you to find the best fixed pattern for us both. **Generous annual leave entitlement:**Standard 25 days + 8 bank holidays, increasing with service up to 33 days + 8 bank holidays. Pro Rata/ Per Annum**Employee benefits:** As part of our team at DHU Healthcare, we believe in rewarding you, our colleague, for your hard work and dedication to providing the very best in patient care. As part of our team, you can enjoy a host of benefits to enhance your well-being.**Health Cash Plan:** After six months with us, you'll enjoy 24/7 GP access for you and your family, along with a free Level 1 Health Cash Plan covering dental, optical, and therapy costs to support your health and well-being whenever you need it.**Access to the DHU Hub:**Offering exclusive shopping and entertainment discounts, well-being resources, a health portal, and our enhanced Employee Assistance Programme.**NHS Pension Scheme:****Car Lease Scheme:** DHU has teamed up with NHS Fleet Solutions to offer a salary sacrifice scheme for colleagues. As part of our citizenship commitment and active approach to reducing our carbon footprint, we can provide you with lease options on a brand-new hybrid or electric car.**Enhanced Maternity/Paternity Leave:**We understand the importance of family, which is why we offer enhanced maternity and paternity leave to support you during this special time in your life, supported by a robust Family Friendly policy.**Referral Programme:** Share the benefits of working at DHU with your network and you can earn cash rewards through our Employee Referral Programme.**Birthday Leave Guarantee:** Birthday leave isn't compulsory; it's entirely up to you! We can’t always celebrate with you, so whether you choose to take the day off and indulge in a well-deserved break or prefer to work and save your leave for another time, the decision is yours to make!**Free Parking:**We know how expensive public parking can be! Most of our sites offer free, secure parking for your vehicles.**We understand that digital applications may not be suitable for everyone. If you need to apply in a different way that better meets your needs, please reach out to us, and we will gladly accommodate your application in a format that works for you. For more details about our recruitment process, click here, or contact our team of talent acquisition professionals by emailing:****Careers@DHUHealthCare.nhs.uk****.****At DHU HealthCare we pride ourselves on our diverse workforce, and we remain committed to ensuring every person, in each of our teams, can bring their true selves to work without risk or fear of discrimination. As such, we would welcome applications from diverse audience representing the communities we continue to serve.****We proudly embrace forces-friendly practices and dedicate unwavering support to our Veterans/Service Leavers; Reservists; Cadet Force Adult Volunteers and military spouses/partners, fostering a workplace that values their unique skills and contributions.****#IND4 - Corporate**### NHS 111 Operational Performance Manager* **Salary** 46148* **Job Reference** dhuhealthcare/TP/140/785* **Contract Type** Fixed Term* **Closing Date** 21 October, 2025* **Job Category** Leadership & Administrative Support* **Business Unit** NHS 111* **Location** Birch House, Oldbury, B69 2AG, West Midlands, United Kingdom* **Posted on** 07 October, 2025
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