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 - we’re helping to shape a more integrated, responsive healthcare system.

THE ROLE

We’re 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. You’ll 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. You’ll also build strong relationships with system partners and internal stakeholders to support seamless, integrated service delivery.
Above all, you’ll foster a culture of professionalism, inclusion, and continuous improvement - creating a place where people feel empowered, supported and inspired to deliver exceptional care.

To succeed in this role, you’ll 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 require