111 Contact Centre Operational Lead (Clinical)

As the Operational Lead (Clinical), you will:

• Provide operational oversight and clinical guidance to all clinical and non‑clinical contact centre staff.
• Lead, manage, and develop Team Managers, supporting productivity, engagement, and compliance.
• Ensure delivery of services to business KPIs and locally commissioned patient pathways.
• Promote a safe, caring, responsive, effective and well‑led culture aligned with CQC standards.
• Support the handling of complaints, incidents, and adverse events, providing expert clinical guidance.
• Manage on‑the‑day performance in collaboration with the Operational Delivery Team and Workforce Planning.
• Represent the contact centre at internal and external meetings, including ICB and quality forums.
• Provide Bronze-level operational representation during duty periods, responding to BCP incidents as required.
• Support clinical development, ensuring clinicians get the coaching and guidance they need.
• Ensure appropriate scheduling, including for Team Managers and Clinical Advisors.
• Act as the site clinical point of contact when on duty and ensure escalation pathways are followed.
• Support site-based clinical recruitment and contribute to policy development.

Education & Qualifications

• 5 GCSEs (Grade 5 or above) OR equivalent experience
• UK‑registered healthcare professional (sanction‑free registration)

Experience

• Strong background in healthcare or clinical delivery
• Proven clinical leadership experience

Skills & Competencies

• High standard of clinical knowledge and current CPD
• Understanding of contact centre metrics and resource planning
• Strong people management and problem‑solving skills
• Ability to interpret technical/clinical information and regulations
• Confident in presenting to stakeholders and leading teams
• Ability to work in a fast‑paced, multi‑layered environment