About this role
Job summary Contact Centre Team Manager The Role Behind every safe patient outcome is a well-supported conversation. At IC24, our NHS 111 service depends on Health Advisors making the right decisions, at pace, under pressure - and the leaders who support them to do it well. Were looking for a Team Manager who understands that in a contact centre environment, leadership is constant. Its visible, responsive, and directly linked to patient safety. This role sits at the heart of our NHS 111 contact centre operation. Youll lead, manage and develop a team of Health Advisors, ensuring they are supported to deliver safe, effective and high-quality patient interactions every time. Youll be a hands-on, accessible leader - someone who uses data to drive performance, coaches in real time, and creates an environment where people feel confident, capable and supported to do their role well. This is not just about managing performance. Its about enabling people to make safe decisions when it matters most. What youll focus on Leading and developing your team Youll manage
Main duties of the job The role of a Contact Centre Team Manager at IC24 is pivotal in ensuring patient safety and effective communication. In this position, one will lead a team of Health Advisors within the NHS 111 contact centre, ensuring high-quality patient interactions. This requires a leader who can manage, coach, and mentor the team, building their capability and confidence. The manager must use performance data to drive improvements and address gaps. Regular coaching sessions and 1-1s are vital to set expectations and support development. Managing people processes, maintaining quality and patient safety, and handling recruitment and onboarding are also key responsibilities. The role demands flexibility, as IC24's service operates 24/7, with a hybrid working model that includes evenings, weekends, and bank holidays. It's critical to understand that leadership directly impacts patient interaction quality, and IC24 supports a diverse, inclusive work environment.
About us Integrated Care 24 (IC24) is a leading not-for-profit Social Enterprise dedicated to providing innovative, patient-focused primary care services. With operations serving over 6 million patients, IC24 offers various services, including GP-led out-of-hours services, NHS 111, primary care, and secondary care support. Their mission is to enhance access to health and social care while reducing the burden on secondary care. IC24 is committed to fostering a supportive environment where teams can deliver high-quality patient care. They prioritize diversity and inclusion, actively encouraging applications from underrepresented groups. IC24 is dedicated to safeguarding and promoting employee welfare and patient safety, ensuring compliance with robust policies and regulations to protect patients and staff.
Job description Job responsibilities Package Description:
Contact Centre Team Manager
The Role
Behind every safe patient outcome is a well-supported conversation.
At IC24, our NHS 111 service depends on Health Advisors making the right decisions, at pace, under pressure - and the leaders who support them to do it well.
Were looking for a Team Manager who understands that in a contact centre environment, leadership is constant. Its visible, responsive, and directly linked to patient safety.
This role sits at the heart of our NHS 111 contact centre operation. Youll lead, manage and develop a team of Health Advisors, ensuring they are supported to deliver safe, effective and high-quality patient interactions every time.
Youll be a hands-on, accessible leader - someone who uses data to drive performance, coaches in real time, and creates an environment where people feel confident, capable and supported to do their role well.
This is not just about managing performance. Its about enabling people to make safe decisions when it matters most.
What youll focus on
Leading and developing your teamYoull manage, coach and mentor a team of Health Advisors, building capability, confidence and consistency in how they deliver patient care.
Driving performance through real-time insightYoull monitor call handling, quality and productivity metrics, using data to identify trends, address gaps and improve individual and team performance.
Creating a culture of support and accountabilityThrough regular 1-1s, coaching sessions and Annual Reviews , youll set clear expectations, support development and manage performance effectively.
Managing people processes effectivelyYoull confidently manage people matters in line with IC24 policies, including absence management, disciplinary, grievance and performance processes, ensuring fair, consistent and compliant outcomes.
Maintaining quality and patient safetyYoull oversee audits and quality assurance activity, ensuring adherence to NHS Pathways, national standards and IC24 protocols, and supporting investigations where required.
Supporting recruitment and onboardingYoull work with recruitment and training teams to attract the right people, support interviews, and ensure new starters are effectively onboarded and supported through probation.
Keeping the operation running smoothlyYoull respond to day-to-day operational pressures, including staffing challenges and system issues, ensuring escalation processes are followed and service levels are maintained.
Improving how we deliverYoull use feedback, audits and performance data to identify opportunities for improvement, contributing to service development and a better experience for both patients and colleagues.
The environment youll work in
IC24s NHS 111 service operates 24/7 within a fast-paced contact centre environment.
Teams work across a hybrid model, combining office-based and home working. As a Team Manager, youll provide visible leadership within the contact centre, while also supporting colleagues working remotely.
Flexibility is essential, with shifts including evenings, weekends and bank holidays.
What matters in this role
You dont need to come from one specific background - but your approach to leadership is key.
Youre likely someone who:
Has experience leading teams in a contact centre or similar fast-paced environment Is confident using performance data and systems to manage and improve outcomes Communicates clearly and builds strong, supportive relationships Is proactive, organised and able to manage competing priorities Stays calm under pressure and responds effectively to operational challenges Understands the importance of quality, consistency and patient safety
Most importantly, you recognise that your leadership directly impacts the quality of patient interactions - and you take that responsibility seriously.
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
Ipswich
Hybrid working model
Whats in it for you:-
Hourly rate of pay of £17.10 plus enhancements for unsociable hours Opportunity to join the NHS Pension Scheme Enhanced Bank Holiday rates 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 with barring disclosure and two references.
Closing date: 17/05/2026
We celebrate brave ideas and brave people.careers.ic24.org.uk
We have a duty to safeguard, protect and promote the welfare of those who use our services and our employees. This means we take every step we can to protect from harm, abuse and damage.
We are committed to providing equal opportunities for all and encourage applications from ethnic minorities, those with disabilities, LGBTQ+ communities, neurodiverse individuals, and other under-represented groups. Were dedicated to creating an inclusive environment where everyone feels they belong.
If you need any workplace adjustments during the application or interview process, or have accessibility requirements, please contact the recruitment team at [email protected].
Person Specification
Qualifications Essential
Experience leading teams in a contact centre or similar fast-paced environment. Confidence in using performance data and systems to manage and improve outcomes. Strong communication skills and the ability to build supportive relationships. Proactive and organized with the ability to manage competing priorities. Calm under pressure and capable of responding effectively to operational challenges. Understanding of quality, consistency, and patient safety importance.
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
Ipswich
IP3 9FH
Employer's website https://careers.ic24.org.uk/ (Opens in a new tab)