About this role
Job summary
Join London Central & West Unscheduled Care Collaborative (LCW) and play a key role in delivering high-quality urgent and primary care services across London.
We are looking for an experienced and motivated Urgent Care Service Manager to lead and support the operational delivery of our Integrated Urgent Care and Out of Hours services. Working across our sites, youll lead teams, drive service performance, support quality and patient safety, manage operational risks and work closely with clinical colleagues and partner organisations to deliver safe, effective and responsive care.
This is an exciting opportunity to join a not-for-profit Social Enterprise with 29 years of experience, providing services to 4.2 million patients across London. With services operating 24/7, 365 days a year and a CQC rating of Good across all areas, you'll be joining an organisation committed to quality, innovation and patient-centred care.
Interviews are scheduled to take place on 7 September 2026.
Main duties of the job
The Urgent Care Team Leader supports the Urgent Care Service Manager in the operational planning, delivery, and development of the non-clinical components of the Integrated Urgent Care (IUC) and Out of Hours (OOH) services. This role involves multi-site working and a rota pattern aligned with service needs.
Working collaboratively with the Service Manager and other team leads, the post holder ensures that all service areasincluding Primary Care Centres, Fleet, Quality & Complianceare safe, well-resourced, and effectively managed. The Team Leader will also oversee additional service lines such as extended access, driving efficiencies and optimising workflows.
This role requires the post holder to be a trained Mental Health First Aid champion and a Freedom to Speak Up Champion. The post holder will also act as Infection prevention and control champion. The post holder will be first aid trained.
About us
London Central & West Unscheduled Care Collaborative is a not-for-profit Social Enterprise, now in its 29th year of delivering high-quality primary and urgent care services to 4.2 million patients across London. Operating 24-7, 365 days a year, LCW is proud to be rated Good across all areas by the Care Quality Commission (CQC), reflecting our commitment to safe, effective, responsive, caring, and well-led patient-centred care.
Job description Job responsibilities
Job Summary
The Urgent Care Team Leader supports the Urgent Care Service Manager in the operational planning, delivery, and development of the non-clinical components of the Integrated Urgent Care (IUC) and Out of Hours (OOH) services. This role involves multi-site working and a rota pattern aligned with service needs.
Working collaboratively with the Service Manager and other team leads, the post holder ensures that all service areasincluding Primary Care Centres, Fleet, Quality & Complianceare safe, well-resourced, and effectively managed. The Team Leader will also oversee additional service lines such as extended access, driving efficiencies and optimising workflows.
This role requires the post holder to be a trained Mental Health First Aid champion and a Freedom to Speak Up Champion. The post holder will also act as Infection prevention and control champion. The post holder will be first aid trained.
The role operates on a 9-week rolling rota, with 7.5 hours of work per day across a 5-day working week (which will include weekends). Working hours are scheduled between 8:00am and 10:00pm.
Where contracted working days fall on a Bank Holiday, employees are required to work as part of their normal rota.
The role also includes a 1-in-9 rolling on-call rota. Employees participating in the on-call rota receive an on-call allowance of £200 per week.
Key Responsibilities
Operational Leadership
Support the Service Manager in delivering high-performing IUC and OOH services.
Deputise for the Service Manager when required.
Participate in the Tactical (Silver) On-Call rota (1 in 9).
Monitor and help achieve access targets and KPIs.
Ensure services meet internal and external standards (e.g., CQC, Health and Safety).
Team Management
Oversee day-to-day performance of operational staff.
Line manage staff, including recruitment, retention, performance, attendance, and grievance matters.
Conduct regular 1-1s, appraisals, training, and team meetings to foster engagement and development.
Support the organisation to identify training needs within the teams and in finding suitable training to mee the needs of the team.
Promote a positive team culture and effective communication across all levels.
Work with the rota team to ensure good rota fill across roles.
Quality & Compliance
Ensure adherence to policies, procedures, and governance frameworks.
Conduct staff and compliance audits.
Act as an Infection Prevention and Control (IPC) Champion, conducting IPC audits on a rotational basis.
Contribute to monthly Quality Assurance Reports and other performance and contract reporting.
Responsible for sites and fleet where LCW deliver services; sites allocated quarterly and rotated quarterly so all team leads are able to understand the service delivery sites for LCW over time.
Support the enactment of LCW health and safety management across sites and with staff.
Support with the drafting of responses to complaints and incidents.
Stakeholder Engagement & Service Development
Respond to stakeholder enquiries and ensure satisfactory resolution.
Support service improvement initiatives and change management projects.
Assist in investigating complaints, feedback, and patient safety incidents (PSIRF), ensuring timely action and shared learning.
Act as an operational point of contact with partner organisations e.g Imperial for UTC and PCC delivery, the Whittington for UTC and PCC delivery etc.
Support LCW in its work to understand and continually improve patient experience through gaining feedback and taking actions to address.
Risk & Resilience
Identify and mitigate risks, ensuring they are logged in LCWs quality management system.
Ensure services are properly resourced and resilient, including supporting Business Impact Assessments.
Person Specification
Qualifications Essential
GCSE grade A to C in English and Maths
Other Essential
Commitment to role Able to work unsocial hours Flexibility to meet service/rota needs Ability to travel to all sites on request and external meeting locations on request
Skills Essential
Ability to effectively work on and manage many priorities at one time. Exceptional communication skills Competent in the use of Microsoft Office. Understands the principle of confidentiality and can work accordingly to maintain confidentiality. Strong commitment to patient satisfaction Calm under pressure, able to use initiative and make decisions Demonstrable attention to detail and follow through Able to problem solve Organised with effective time management skills
Experience Essential
Previous experience working within IUC or health care setting, or other customer services or patient facing environment. Experience of managing data collection and report writing Experience of team supervision or line management
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.
Employer details Employer name LCW UCC
Address St. Charles Hospital
Exmoor Street
London
W10 6DZ
United Kingdom
Employer's website https://www.lcwucc.com/ (Opens in a new tab)