Job Description

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

All Locations
Stockton-on-Tees All Locations is a required field
Position
Administration and Business Support
Advertising Salary
46,620 per annum
Vacancy Type
Permanent
Schedule Type
Full Time
Rewards & Benefits
Flexible working
Physical and mental health support
Refer a friend scheme
Blue Light Card, Boundless card and Costco membership eligibility
Award winning ED&I programme
Training & Development
Tailored CPD training delivered via our bespoke Learning Management System.
Extensive training courses accessible via Practice Plus Group Skills Academy.
Great development and career progression opportunities.
At Practice Plus Group, we currently deliver more than 70 different healthcare services across the UK with some of these services being rated 'outstanding' by the CQC. Our healthcare services include hospitals and surgical centres and we are proud to be the UK's leading independent provider of healthcare services in over 40 prisons. We also lead the way in the design and delivery of Integrated Urgent Care.

Skills Required