111 Contact Centre Team Manager

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Location: Exeter

Job Role: 111 Contact Centre Team Manager

£34,188 per annum

We are seeking an experienced and proactive Operational Team Manager to oversee real-time service delivery within our busy Integrated Urgent Care (IUC) contact centre. Leading a multidisciplinary team of Health Advisors and Clinical Advisors, you will be responsible for ensuring operational performance, patient safety standards, and contractual KPIs are consistently achieved in a fast-paced, patient-focused environment.

As a key operational leader, you will monitor demand, manage workforce deployment, and respond to changing service requirements throughout the day to maintain service continuity and performance. Working closely with Team Managers, Continuous Quality Improvement (CQI) teams, and national operational colleagues, you will identify performance risks, implement remedial actions, and contribute to service improvement initiatives that enhance both patient experience and organisational outcomes.

This is an excellent opportunity for a confident contact centre leader who thrives in a dynamic environment, enjoys making data-driven decisions, and is passionate about delivering high-quality healthcare services.

What you will be doing

• To act as point of contact and communication filter at site for all internal and external stakeholders by briefing, directing, and ensuring staff understanding of any nationally delivered messages around performance

• Maintain comprehensive and accurate records and provide verbal and written updates (including performance related information) to other Team members as appropriate

• Attend external and internal conference calls to provide performance based reports and feedback when required

• Manage complaints, incidents, compliments and feedback, and ensure they are dealt with and/ or delegated and recorded appropriately

• Ensure authorisation and agreement from the Contact Centre Manager/ Operational Leads prior to agreeing to allow staff to work additional shift/s or reduce shift/s, utilising quieter periods for offline time for development opportunities

• Continuous development, and addressing performance concerns of all clinical and non-clinical staff, with regular coaching and feedback through day to day performance management and regular 121’s/ staff reviews

• Review and manage on the day staff shrinkage with HR and WFM systems, with any subsequent impact on performance identified and remedied, and long term tracking with monthly team reviewing & reporting

• Ensure staff are supported in line with their needs, and have the appropriate working environment to fulfil their duties in line with policies and guidance as required

• Be aware of, and monitor commissioned services within site and at national level, and ensuring the Operational Delivery Team are escalated to when there are breaches in KPI

• Maintaining call taking competency and assisting with call taking when required to help achieve optimum performance

• Proactively manage and cover advice lines, and assist advisors with all non-standard patient cases

• On the day monitoring of AUX codes, schedule adherence, and ensuring breaks are managed effectively without detriment to service performance

What we look for in you

Experience

• Previous experience in an operational management role within a call centre, contact centre, or similar customer-focused environment.
• Experience managing performance against service levels, KPIs, and operational targets.
• Strong understanding of workforce planning, resource management, and call centre performance metrics.
• Experience working with telephony systems and operational technologies.

Skills & Knowledge

• Strong analytical and problem-solving skills with the ability to interpret operational data and make informed decisions.
• Confident communicator who can effectively engage with stakeholders at all levels.
• Ability to understand and apply technical procedures, operational processes, and regulatory requirements.
• Excellent organisational skills with the ability to prioritise and manage competing demands.
• Comfortable working in a fast-paced environment where operational priorities can change quickly.
• Proficient in using IT systems, telephony platforms, and reporting tools.

Qualifications

• Good general education, including GCSE English and Maths (Grade C/4 or above) or equivalent.

At Practice Plus Group, we’re proud to be one of England’s leading independent NHS providers, revolutionising Integrated Urgent Care (IUC) with a fresh, innovative approach. We bring together NHS 111 call centres, clinical assessment services, and urgent care to ensure patients get the right care at the right time, in the right place. We treat everyone, patients and colleagues alike, how we’d want to be treated, and we are always striving to do things better, together. We embrace diversity and work as one big team to create a high-quality, caring experience for all.

If you require further information please email Sarah on sarah.khoshrou@practiceplusiuc.com

Please note, candidates are required to have full eligibility and unrestricted right to work in the UK. We are unable to offer sponsorship for this position. All offers of employment are contingent upon the receipt of satisfactory references and a DBS check.