111 Contact Centre Operational Lead

2 weeks ago

StocktononTees, Stockton-on-Tees, United Kingdom Practice Plus Group Full time £30,000 - £60,000 per year
About The Role

Are you a proactive, strategic leader ready to drive excellence at the heart of urgent healthcare? As the Contact Centre Operational Lead for Practice Plus Group's 111 call centre in Stockton, you will play a pivotal role in delivering safe, responsive, and compassionate care to thousands of patients every day. You'll lead, inspire, and develop a high-performing team of clinical and non-clinical staff, ensuring operational excellence, regulatory compliance, and outstanding patient experiences.

If you're passionate about making a real difference in urgent care, thrive in fast-paced environments, and have a proven track record of contact centre leadership, this is your opportunity to shape the future of NHS 111 delivery.

Working Hours & Benefits

Enjoy a full-time role with a balanced 37.5-hour workweek - including weekends and bank holidays - offering you the chance to make a real impact when it matters most. In return for your leadership and dedication, you'll receive a competitive annual salary of £46,620, alongside the opportunity to grow your career in a vital healthcare setting.

What you'll be doing

What you'll be doing:
  • Lead the operational management of all clinical and non-clinical contact centre staff, driving productivity and performance across the team.
  • Take direct responsibility for recruitment, line-management, and development of Team Managers to build a strong leadership pipeline.
  • Ensure the service consistently meets business targets and delivers locally commissioned patient pathways, with a sharp focus on key performance indicators (KPIs).
  • Foster a positive contact centre culture where staff feel valued, motivated, and empowered to deliver safe, caring, responsive, and effective services aligned with CQC and company values.
  • Assist with managing complaints and adverse events in collaboration with the Contact Centre Manager, Patient Experience Team, Clinical Lead, and National Teams.
  • Provide hands-on operational leadership, supporting all staff and guiding Team Managers in their supervision of Advisors.
  • Lead internal staffing matters in line with company HR policies, ensuring fair and effective workforce management.
  • Act as the Operational (Bronze) level representative during your shifts, responding to business continuity plan (BCP) incidents and Operational Delivery Team directives.
  • Participate in internal and external meetings, including ICB contract reviews and quality assurance forums, contributing your insights and leadership.
  • Monitor and manage contact centre agent performance, focusing on schedule adherence, shrinkage, handling time (AHT & CPH), audit results, and compliance standards.
  • Contribute to developing and updating site-specific policies and procedures, ensuring all staff are familiar with and adhere to national and local guidelines.
  • Oversee Team Manager scheduling to guarantee optimal cover, supporting both business needs and team well-being.
What we'll look for in you

Education/Qualifications
  • Good level of academic achievement. 5 GSCE at grade 5 or higher OR equivalent experience.
Experience:
  • Contact Centre leadership experience.
Skills
  • Ability to read, analyse, and interpret technical & operational procedures, guidelines and regulations
  • Understanding of contact centre metrics and resource planning methods
  • Effective people-management skills
  • Ability to effectively create and present information and respond to questions from groups of managers, advisors and patients
  • Ability to solve practical problems and deal with a variety of competing variables
  • Experience of working with sophisticated IT and telephony supported applications
  • Ability to interpret a variety of instructions furnished in written, verbal, diagram or schedule formats
Training Requirements:
  • Attend appropriate training courses as requested by senior management

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