Job summary
Kernow Health CIC is excited to recruit four Operational Team Leads (Relief) to join our Cornwall 111 Control Centre team. This is a brand-new role designed to strengthen resilience across our 24/7 service, ensuring we continue to deliver high-quality, safe and responsive patient care across Cornwall.
This is a unique opportunity for experienced operational leaders who thrive in a fast-paced urgent care environment and are passionate about delivering excellent service standards while supporting frontline teams.
As a Relief Operational Team Lead (OTL), you will oversee the day-to-day operational delivery of the Cornwall 111 service, supervise staff, manage urgent care demand and ensure Key Performance Indicators (KPIs) are consistently achieved.
Your rota will include a combination of Operational Team Lead (OTL) shifts, Care Navigator (CN) shifts and a structured on-call relief commitment, enabling you to build a strong understanding of the entire patient journey.
Working Pattern
Each Relief OTL will work 20 contracted hours per week, made up of:
- Scheduled OTL and Care Navigator (CN) shifts (fixed in advance)
- A proportion of flexi CN hours, pre-planned 8 weeks in advance
- Participation in a 1-in-4 on-call relief rota to cover short-notice sickness and operational gaps
During your designated relief week, you will receive a retainer payment for being available and contactable. If called upon to work additional hours, these will be paid at your standard hourly rate.
Main duties of the job
Operational Leadership
- Provide visible and effective leadership within the 111 Control Centre.
- Coordinate staffing and skill mix to maintain safe service delivery.
- Monitor demand and capacity in real time, taking proactive action to manage flow.
- Ensure performance against KPIs and service standards.
Team Supervision & Support
- Supervise Care Navigators and operational staff during shifts.
- Provide guidance, coaching and real-time decision support.
- Manage incidents, escalations and service pressures calmly and effectively.
On-Call Relief Responsibilities
- Participate in a structured 4-week relief rota.
- Provide responsive cover for short-notice absences and operational gaps.
- Support the frontline while maintaining oversight of system performance.
Quality & Governance
- Ensure adherence to service policies, pathways and governance standards.
- Support incident reporting, learning and continuous service improvement.
- Promote a culture of accountability, safety and professionalism.
What Were Looking For
We are seeking experienced operational managers who demonstrate:
- A strong background in leading teams within fast-paced, high-pressure environments (ideally healthcare, urgent care or contact centre settings).
- The ability to remain calm under pressure and resolve operational challenges quickly and effectively.
- Confidence in decision-making and escalation processes.
- Flexibility to work scheduled shifts and participate in on-call relief cover.
About us
Kernow Health CIC is a Community Interest Company supporting General Practice and delivering Primary Care Services at scale across Cornwall. Established in 2011 by a group of Cornwall practices, we deliver several NHS contracts, including:
- Cornwall 111 Integrated Urgent Care Service
- School Immunisation Programme
- Children's Eating Disorder Service
- Cornwall Primary Care Training Hub
- Special Allocation Scheme
All profits are reinvested to benefit primary care across Cornwall, supporting sustainable and locally responsive healthcare.
Our Integrated Urgent Care Service operates 24/7, providing telephone triage, clinical assessment and urgent care coordination across the county.
Why Join Us?
- Play a vital leadership role within a high-performing 24/7 urgent care service.
- Combine operational management with frontline experience.
- Receive a retainer allowance for relief weeks, with additional hours paid where worked.
- Access to NHS Pension Scheme.
- Competitive annual leave with buy/sell options.
- Competitive sickness, maternity and paternity provisions.
- Employee benefits programme via Vivup.
- Access to training and professional development through the Cornwall Primary Care Training Hub.
- Be part of a supportive, experienced and forward-thinking management team.
Interested?
If you are an adaptable, motivated leader who thrives in a 24/7 operational environment and is committed to delivering safe and responsive urgent care services, we would love to hear from you.
Job description
Job responsibilities
My role helps deliver patient care by
The Relief Operational Team Leader plays a key role in supporting the delivery of safe, efficient, and responsive care within Cornwall's Integrated Urgent Care Services. This role focuses on leading and coordinating operational processes across the service, ensuring smooth day-to-day functioning and adherence to performance standards.
The postholder will work 20 contracted hours per week within a 24/7 control centre environment, comprising approximately 1012 hours of scheduled Operational Team Lead (OTL) and Care Navigator (CN) shifts, with the remaining hours fulfilled through pre-planned flexi CN shifts to support service demand. In addition, the role forms part of a 1-in-4 on-call relief rota, requiring availability during an allocated relief week to provide short-notice cover for sickness and critical operational gaps. A retainer payment is provided for relief weeks, with any hours worked paid at the hourly rate for that role. This hybrid structure supports both planned service delivery and operational resilience, requiring flexibility to meet the demands of an out-of-hours urgent care service.
Working closely with the Clinical Shift Supervisor, the Operational Team Leader ensures that non-clinical workflows including staffing, resource allocation, and service continuity are managed effectively.
The role is central to enabling timely patient care by supporting the infrastructure that underpins clinical decision-making. They liaise with administrative teams, monitor service performance, and escalate operational issues as needed. Through effective leadership, communication, and problem-solving, the Operational Team Leader helps maintain a stable and well-supported environment for clinicians and patients alike, contributing to the overall quality and reliability of urgent care delivery.
Key Duties and Responsibilities:
- Lead and coordinate daily operational processes: Ensure smooth running of non-clinical workflows across the IUCS, including staffing, logistics, and resource allocation, to support timely and effective service delivery.
- Support the Clinical Shift Supervisor: Work in partnership with the clinical shift supervisor on shift to maintain safe operations, escalate clinical concerns appropriately, and ensure alignment between clinical and operational priorities.
- Monitor service performance and KPIs: Track key metrics such as call handling times, appointment scheduling, and resource utilisation, responding proactively to any performance dips or operational risks.
- Manage staff rest breaks: Ensure all team members receive appropriate rest breaks in line with organisational policy, maintaining wellbeing and compliance with working time regulations.
- Maintain effective communication across teams: Liaise with call handlers, drivers, receptionists, and administrative staff to ensure coordinated service delivery and timely issue resolution.
- Respond to operational issues in real time: Use judgement and escalation protocols to resolve staffing shortages, IT failures, or logistical challenges, ensuring minimal disruption to patient care.
- Ensure compliance with organisational policies: Uphold standards in HR, health and safety, safeguarding, and information governance, ensuring all actions align with Kernow Health CIC protocols.
- Facilitate structured shift handovers: Deliver clear and comprehensive handovers at the start and end of each shift, ensuring continuity and awareness of key operational matters.
- Maintain accurate shift documentation: Record operational decisions, incidents, and key updates in the daily log, ensuring transparency and accountability.
- Support incident and complaint management: Liaise with the Governance Team to ensure incidents and complaints are logged, investigated, and resolved within required timeframes.
- Participate in escalation and command meetings: Represent the operational team in Bronze and other out-of-hours meetings, contributing to service coordination and emergency response planning.
- Lead and motivate non-clinical staff: Promote a positive working environment, encourage teamwork, and support staff development through coaching and feedback.
- Manage resources efficiently: Oversee the use of staffing, vehicles, equipment, and IT systems to ensure optimal service delivery and cost effectiveness.
- Contribute to business continuity and resilience planning: Assist with training, scenario planning, and operational readiness for service disruptions or emergency situations.
- Promote a culture of professionalism and service excellence: Lead by example, demonstrating Kernow Health CIC values and encouraging high standards of behaviour, communication, and patient focus.
You will be expected to carry out any other duties that may reasonably be required in line with your main duties, as directed by your line manager.
Please note, we reserve the right to close the advert early should there be a significantly high level of applications.
We recognise that AI is becoming part of daily life, and you may choose to use it to help prepare your application. We welcome innovation but ask that anything you submit reflects your own abilities, experience, and voice. AI can support how you describe your skills and experience, but it should never replace your own words as we want to get to know you.
Job description
Job responsibilities
My role helps deliver patient care by
The Relief Operational Team Leader plays a key role in supporting the delivery of safe, efficient, and responsive care within Cornwall's Integrated Urgent Care Services. This role focuses on leading and coordinating operational processes across the service, ensuring smooth day-to-day functioning and adherence to performance standards.
The postholder will work 20 contracted hours per week within a 24/7 control centre environment, comprising approximately 1012 hours of scheduled Operational Team Lead (OTL) and Care Navigator (CN) shifts, with the remaining hours fulfilled through pre-planned flexi CN shifts to support service demand. In addition, the role forms part of a 1-in-4 on-call relief rota, requiring availability during an allocated relief week to provide short-notice cover for sickness and critical operational gaps. A retainer payment is provided for relief weeks, with any hours worked paid at the hourly rate for that role. This hybrid structure supports both planned service delivery and operational resilience, requiring flexibility to meet the demands of an out-of-hours urgent care service.
Working closely with the Clinical Shift Supervisor, the Operational Team Leader ensures that non-clinical workflows including staffing, resource allocation, and service continuity are managed effectively.
The role is central to enabling timely patient care by supporting the infrastructure that underpins clinical decision-making. They liaise with administrative teams, monitor service performance, and escalate operational issues as needed. Through effective leadership, communication, and problem-solving, the Operational Team Leader helps maintain a stable and well-supported environment for clinicians and patients alike, contributing to the overall quality and reliability of urgent care delivery.
Key Duties and Responsibilities:
- Lead and coordinate daily operational processes: Ensure smooth running of non-clinical workflows across the IUCS, including staffing, logistics, and resource allocation, to support timely and effective service delivery.
- Support the Clinical Shift Supervisor: Work in partnership with the clinical shift supervisor on shift to maintain safe operations, escalate clinical concerns appropriately, and ensure alignment between clinical and operational priorities.
- Monitor service performance and KPIs: Track key metrics such as call handling times, appointment scheduling, and resource utilisation, responding proactively to any performance dips or operational risks.
- Manage staff rest breaks: Ensure all team members receive appropriate rest breaks in line with organisational policy, maintaining wellbeing and compliance with working time regulations.
- Maintain effective communication across teams: Liaise with call handlers, drivers, receptionists, and administrative staff to ensure coordinated service delivery and timely issue resolution.
- Respond to operational issues in real time: Use judgement and escalation protocols to resolve staffing shortages, IT failures, or logistical challenges, ensuring minimal disruption to patient care.
- Ensure compliance with organisational policies: Uphold standards in HR, health and safety, safeguarding, and information governance, ensuring all actions align with Kernow Health CIC protocols.
- Facilitate structured shift handovers: Deliver clear and comprehensive handovers at the start and end of each shift, ensuring continuity and awareness of key operational matters.
- Maintain accurate shift documentation: Record operational decisions, incidents, and key updates in the daily log, ensuring transparency and accountability.
- Support incident and complaint management: Liaise with the Governance Team to ensure incidents and complaints are logged, investigated, and resolved within required timeframes.
- Participate in escalation and command meetings: Represent the operational team in Bronze and other out-of-hours meetings, contributing to service coordination and emergency response planning.
- Lead and motivate non-clinical staff: Promote a positive working environment, encourage teamwork, and support staff development through coaching and feedback.
- Manage resources efficiently: Oversee the use of staffing, vehicles, equipment, and IT systems to ensure optimal service delivery and cost effectiveness.
- Contribute to business continuity and resilience planning: Assist with training, scenario planning, and operational readiness for service disruptions or emergency situations.
- Promote a culture of professionalism and service excellence: Lead by example, demonstrating Kernow Health CIC values and encouraging high standards of behaviour, communication, and patient focus.
You will be expected to carry out any other duties that may reasonably be required in line with your main duties, as directed by your line manager.
Please note, we reserve the right to close the advert early should there be a significantly high level of applications.
We recognise that AI is becoming part of daily life, and you may choose to use it to help prepare your application. We welcome innovation but ask that anything you submit reflects your own abilities, experience, and voice. AI can support how you describe your skills and experience, but it should never replace your own words as we want to get to know you.
Person Specification
Qualifications
Essential
- Relevant healthcare or management qualification (e.g., NVQ Level 3 or above in Health and Social Care, Business Administration, or equivalent).
- Proven experience in healthcare operations, preferably within urgent or integrated care settings.
Person Specification
Qualifications
Essential
- Relevant healthcare or management qualification (e.g., NVQ Level 3 or above in Health and Social Care, Business Administration, or equivalent).
- Proven experience in healthcare operations, preferably within urgent or integrated care settings.
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.
