Job Introduction
Head of Contact Centres
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.
What you’ll need
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 required
What you’ll 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
We believe that inclusion and belonging are fundamental to excellence at IC24. We’re committed to building an environment where every colleague - regardless of background, ability or identity - is empowered, respected, and feels they belong. Our Colleague Resource Groups (CRGs) - including Gender Equality, Cultural Inclusion4All, LGBTQ+Friends, and Disability Confident - are integral to this mission. We encourage applications from under‑represented groups and welcome requests for reasonable adjustments during the recruitment process.
If you’d like to find our more information – please contact our Recruitment Partner Lucy on Lucy.Jones@ic24.nhs.uk
