Contact Centre Team Manager
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Team Manager – Contact Centre
About the Role
We’re looking for a confident, people-focused Team Manager to join our Operations team, supporting the delivery of high-quality, safe and responsive services within our NHS 111 Contact Centre and wider Integrated Urgent Care (IUC) provision.
Reporting to the Operations Manager, you’ll lead, mentor and develop a team of Health Advisors, ensuring performance standards, quality requirements and patient safety expectations are consistently met. You’ll be a visible and accessible leader, supporting colleagues working both on-site and remotely, and balancing the needs of your people with the demands of a fast-paced, 24/7 service.
This is a highly operational role where your leadership, resilience and ability to manage complex people processes will make a real difference. You’ll use real-time performance data to drive improvement, support wellbeing and engagement, and help shape the ongoing development of IC24’s IUC services.
If you thrive in a dynamic contact centre environment, enjoy leading teams through challenge and change, and are passionate about delivering excellent care and service, this could be the ideal next step.
About You
You’re a strong, resilient and people-focused leader with experience managing teams in a contact centre or similarly fast-paced operational environment. You balance empathy with accountability and are confident addressing challenging behaviours while maintaining a supportive and inclusive culture.
We’re looking for someone who is:
- Experienced in managing teams within a contact centre, urgent care, healthcare or high-volume service environments
- Confident handling complex people processes, including performance management, absence, disciplinaries and investigations
- Experienced in managing large, remote or hybrid teams
- Comfortable interpreting performance data and using it to drive improvement
- Calm under pressure, organised and able to manage competing priorities
- A clear and confident communicator, able to engage with stakeholders at all levels
- Values-led, with a strong commitment to delivering high-quality patient care
Experience gained within healthcare, public sector or charity settings is desirable; however, we also welcome applications from candidates with relevant commercial contact centre backgrounds, where there is strong evidence of transferable leadership and people management experience.
Who are we?
We are Integrated Care 24 (IC24), the leading not-for-profit Social Enterprise providing innovative and patient-focused primary care services. IC24 is committed to improving access to health and social care for our patients and reducing demand on secondary care services.
We provide services to over six million patients, including GP-led out-of-hours services, NHS 111, primary care and secondary care support services. We are proud of our role within the NHS and our commitment to delivering social value to the communities we serve.
At IC24, you’ll find:
- A supportive, inclusive culture where leadership development and wellbeing matter
- Opportunities to grow within Operations and the wider organisation
- Strong systems, data and technology to support effective management
- A clear sense of purpose and connection to patient care and community impact
- The opportunity to shape and improve services that make a real difference
Additional Information
Location: Norwich, Norfolk
Hours: 37.5 hours per week including unsociable hours, weekends and bank holidays
This role is subject to an enhanced DBS check with barred list checks.
What’s in it for you:-
• Rate of pay between £17.10 – £19.36 per hour + enhancements for unsociable hours
• Opportunity to join the NHS Pension Scheme
• Additional annual leave above statutory minimum based on service
• Enhanced family leave (maternity, paternity and adoption leave and pay)
• Inclusive wellbeing benefits
• Employee Assistance Programme including free 24/7 independent counselling and occupational health services
• Professional development and training opportunities
• Free membership to our reward and discount platform
• Access to Blue Light Card and other NHS Discount Schemes
Ready to Make a Difference?
If you’re an experienced Team Manager who is passionate about people, service excellence and making a positive impact within urgent care, we’d love to hear from you.
We celebrate brave ideas and brave people.
Visit careers.ic24.org.uk to apply.
Equal Opportunities & Safeguarding
We are committed to providing equal opportunities for all people. We particularly encourage applications from ethnic minorities, applicants with a disability, LGBTQ+ communities, neurodiverse individuals, and other under-represented groups. We are dedicated to creating an inclusive environment where everyone feels they belong.
We are happy to discuss any reasonable workplace adjustments needed to ensure you can perform at your best during the application or interview process or if you would like an accessible version of any recruitment documents, please contact the recruitment team