About this role
Job summary This is a fantastic opportunity to join a highly experienced team where you will demonstrate empathy, tact, and discretion in delivering high-quality patient care. You will provide professional and courteous telephone support to clinical and non-clinical colleagues, navigating patient requirements efficiently and accurately.
Main duties of the job The role involves providing professional telephone support to colleagues and patients, accurately recording information and managing patient queues, dispatching calls to clinicians across regions and platforms, making comfort calls and handling urgent call-backs, supporting service managers with performance and KPI delivery, monitoring service levels and adapting to fluctuating demand, and sharing operational updates with relevant teams. The successful candidate will need strong communication and listening skills, a confident and calm telephone manner, computer literacy, the ability to prioritize and stay calm under pressure, empathy, tact, and discretion.
About us IC24 is the leading not-for-profit Social Enterprise providing innovative and patient-focused primary care services to over 6 million patients, including GP-led out-of-hours services, NHS 111, primary care, and secondary care support services.
Job description Job responsibilities Package Description:
The Role
Express new ideas, take initiative and save lives. Others talk about being brave, at IC24, were made that way.
From providing high quality integrated urgent care for over six million people, to thinking of innovative solutions for our patients - every role at IC24 is made to be brave.
This is a fantastic opportunity to join a highly experienced team where you will demonstrate empathy, tact, and discretion in delivering high-quality patient care. You will provide professional and courteous telephone support to clinical and non-clinical colleagues, navigating patient requirements efficiently and accurately. You will manage patient queues, support call distribution, liaise directly with patients when needed, and maintain high visibility of available clinical resources.
This role values collaboration, encourages an inclusive and supportive environment, and promotes building respectful relationships with colleagues and patients from diverse backgrounds, including those with different communication styles and ways of thinking.
What you'll be doing
Providing professional telephone support to colleagues and patients.
Accurately recording information and managing patient queues.
Dispatching calls to clinicians across regions and platforms.
Making comfort calls and handling urgent call-backs.
Supporting service managers with performance and KPI delivery.
Monitoring service levels and adapting to fluctuating demand.
Sharing operational updates with relevant teams.
Following all policies, including GDPR and safeguarding.
What were looking for
GCSE English & Maths (or equivalent).
Strong communication and listening skills.
Confident, calm telephone manner.
Computer literate and quick to learn new systems.
Able to prioritise, stay calm under pressure, and handle high workload.
Empathetic, tactful, and discreet.
Flexible, self-motivated, and able to use initiative.
Team-focused with good problem-solving skills.
Contact centre or urgent care experience (desirable).
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 the demand on secondary care services. IC24 provides services to over 6 million patients, including GP led out-of-hours services, NHS 111, primary care and secondary care support services.
Location- Norwich, Norfolk (Hybrid - 60% Office Based)
Hours Available - 31 hours per week, covering a 24/7 operation
Whats in it for you:-
Hourly pay of £12.75
Opportunity to join the NHS Pension Scheme
Enhanced Bank Holiday rates (if appropriate & dependable on role)
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 opportunities
Free membership to our reward and discount platform
Access to Blue Light Card and other NHS Discount Schemes
Due to the nature of this position, employment is subject to proof of eligibility to work in the UK, completion of a satisfactory enhanced DBS disclosure and references.
Closing date:04/05/26
We celebrate brave ideas and brave people.
careers.ic24.org.uk
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 on [email protected].
Person Specification
Qualifications Essential
GCSE English & Maths (or equivalent), contact centre or urgent care experience (desirable)
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 Integrated Care 24 Ltd
Address IC24
Norwich
NR7 0WF
Employer's website https://careers.ic24.org.uk/ (Opens in a new tab)