111 Contact Centre Team Manager

Job summary

UNLOCK YOUR BEST WORK LIFE + MAKE A DIFFERENCE EVERY TIME

Location: Exeter

Job Role: 111 Contact Centre Team Manager

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.

Main duties of the job

• Act as the main site contact for internal and external stakeholders, communicating performance updates and key messages.
• Maintain accurate records and provide verbal and written performance updates.
• Attend internal and external meetings/conference calls, providing operational and performance feedback.
• Manage complaints, incidents, compliments and feedback, ensuring appropriate action, escalation and documentation.
• Obtain approval from Operational Leads before agreeing additional or reduced shifts and utilise quieter periods for development opportunities.
• Support the continuous development of clinical and non-clinical staff through coaching, feedback, performance management and regular reviews.
• Monitor staff shrinkage, schedule adherence and workforce management systems, identifying and addressing service impacts.
• Ensure staff are supported and working in line with policies, procedures and operational requirements.
• Monitor commissioned services, identifying KPI breaches and escalating concerns to the Operational Delivery Team.
• Maintain call-taking competency and assist operationally when required to support service performance.
• Provide support on advice lines and assist with complex or non-standard patient cases.
• Monitor AUX codes, breaks and staffing levels to ensure effective service delivery and performance targets are met.

About us

Experience

• Experience in an operational management role within a call centre, contact centre or customer service environment.
• Experience managing KPIs, service levels and operational performance.
• Understanding of workforce planning, resource management and performance metrics.
• Experience using telephony and operational systems.

Skills & Knowledge

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Ability to apply operational procedures and regulatory requirements.
• Strong organisational skills and ability to manage competing priorities.
• Comfortable working in a fast-paced environment.
• Competent using IT systems, telephony platforms and reporting tools.

Qualifications

• GCSE English and Maths (Grade C/4 or above) or equivalent.

Practice Plus Group is one of England's leading independent NHS providers, delivering NHS 111, clinical assessment and urgent care services. We are committed to providing high-quality care and creating a supportive, inclusive workplace.

For further information, please contact Sarah at sarah.khoshrou@practiceplusiuc.com.

Please note: Candidates must have the unrestricted right to work in the UK. Sponsorship is not available. Employment is subject to satisfactory references and a DBS check.

Details

• Date posted: 10 August 2026
• Pay scheme: Other
• Salary: £34,188 a year £34,188 per annum
• Contract: Permanent
• Working pattern: Full-time
• Reference number: 14146
• Job locations: Stratus House, Emperor Way, Exeter, EX1 3QS, United Kingdom

Job responsibilities