Head of Contact Centres
The closing date is 05 September 2025
Job summary
The Role Were looking for a dynamic and strategic Head of Contact Centres to lead the operational delivery of our virtual contact centre services, including NHS 111 and other non-face-to-face care navigation functions. Reporting to the Deputy Divisional Director of Integrated Urgent Care (IUC), this is a key leadership role responsible for managing a large, dispersed workforce operating both remotely and across multiple sites. Youll provide both strategic direction and hands-on operational leadership to teams delivering vital 111 services, clinical advice, call handling, and clinical validation. You will champion performance, quality and colleague experience across our contact centre model - ensuring we meet regulatory, contractual and digital standards. Youll also build strong relationships with system partners and internal stakeholders to support seamless, integrated service delivery. Above all, youll foster a culture of professionalism, inclusion, and continuous improvement - creating a place where people feel empowered, supported and inspired to deliver exceptional care.
Main duties of the job
What youll need To succeed in this role, youll need to bring: Proven leadership experience within a large-scale contact centre Experience managing dispersed, multi-site or remote teams at scale A strong track record of delivering operational performance and quality outcomes Excellent stakeholder engagement skills, including working with commissioners, regulators and partner organisations Strategic thinking, with the ability to lead change and continuous improvement A passion for people developing and supporting colleagues, promoting wellbeing and driving inclusion Confidence in working with data, technology and digital systems to drive decision-making and improvements Knowledge of NHS 111, IUC or similar urgent care services would be a plus but not required What youll get Up to £60,000 basic salary (DOE) Generous Annual Leave entitlement (increasing with service) Learning & development opportunities to support your career journey Access to our health and wellbeing initiatives, including free 24/7 counselling support NHS Blue Light Discount Card Colleague recognition and reward schemes Access to NHS pension scheme or company pension The opportunity to make a real impact within a growing Social Enterprise
About us
Who we are Integrated Care 24 (IC24) is a leading not-for-profit Social Enterprise, providing innovative and patient-focused urgent care services. We are driven by our mission to deliver exceptional care to the communities we serve while supporting the wellbeing and development of our colleagues. As a Social Enterprise, we reinvest into our people and services, enabling us to make a real difference across the health and care landscape. We are passionate about delivering high-quality, inclusive care that supports better patient outcomes and experiences. Through strong partnerships, innovative technology, and a commitment to our values - Innovation, Care, Respect and Excellence - were helping to shape a more integrated, responsive healthcare system.
Details
Date posted
07 August 2025
Pay scheme
Other
Salary
£55,000 to £60,000 a year
Contract
Permanent
Working pattern
Full-time
Reference number
VP15D2C72A
Job locations
Ashford
TN24 0GP
Employer details
Employer name
Integrated Care 24 Ltd
Address
Ashford
TN24 0GP
Employer's website
https://careers.ic24.org.uk/ (Opens in a new tab)

Employer contact details
For questions about the job, contact:
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