Operational Delivery Manager - Welwyn Garden City

Are you a dynamic leader with a passion for healthcare excellence? We''re seeking a skilled Operational Delivery Manager to oversee our NHS111 service and drive outstanding patient care, quality, and efficiency. Working alongside senior clinicians, you''ll be the first point of contact during out-of-hours operations, ensuring a smooth, responsive, and high-performing NHS111 service 24/7.Why Join Us?

Lead a multi-disciplinary team: Supervise a dedicated team of frontline staff, ensuring consistent service delivery in a high-demand contact centre environment.Take ownership in real-time: Oversee NHS111 operations, manage workloads, and respond proactively to issues that arise, from IT to safety.Support excellence in patient care: Work with clinical and operational teams to ensure efficient, safe, and compassionate care, no matter the hour.Make an impact through teamwork: Collaborate with ODMs across HUC to meet performance targets and maintain service consistency across multiple sites.Main duties of the job

Act as the go-to leader for NHS111 staff, offering real-time support, troubleshooting, and escalation as needed.Drive performance: Monitor contact centre metrics, making real-time decisions to meet Key Performance Indicators (KPIs).Maintain safety and continuity: Oversee health and safety on shift, act as Fire Marshal, and ensure the availability of Basic Life Support.Resolve and respond: Manage and log patient complaints, work with third parties (e.g., Police, Ambulance Service), and liaise with Clinical Navigators to ensure safe, efficient patient outcomes.About us

At HUC, we''re proud to invest in our people by offering a wide range of exciting benefits that support your personal, professional, and financial wellbeing:Exclusive Discounts : Unlock savings on shopping, travel, and more, through our Discount Hub, Blue Light Card, Tickets for Good, and more. From everyday essentials to special experiences, we''ve got your wallet covered!NHS Pension Scheme : Secure your future with the NHS Pension, offering peace of mind and long-term financial benefits for all our staff.Wellbeing Support : Your health matters! Enjoy access to counselling services, personalised health plans, meditation guides, energising fitness routines, and delicious recipes to keep you thriving every day.Recognition and Rewards : Your hard work won''t go unnoticed! Celebrate your achievements with peer shout-outs, special awards, and exclusive event vouchers that show how much we appreciate you.Financial Perks : Take the stress out of money matters with free financial advice, a healthcare cash plan to cover everyday expenses, and smart savings options through our Credit Union.Career Growth : Build the future you deserve with our My Academy training programs, exciting internal vacancies, and regular updates to keep you in the loop with HUC news and opportunities.Office Comforts : Stay refreshed with unlimited tea and coffee, enjoy the ease of free parking, and recharge in our dedicated relaxation areas. Plus, join in on engaging team events that make every workday more enjoyable!Job responsibilities

Lead and manage day-to-day operations of the NHS111 service, ensuring 24/7 availability and high performance.Supervise and support frontline staff, providing real-time guidance, escalation, and problem-solving.Monitor and respond to operational metrics and KPIs, adjusting resources and workload as needed.Ensure health and safety on shift, act as Fire Marshal, and manage Basic Life Support readiness.Handle patient complaints and liaise with external partners (e.g., Police, Ambulance Service) and Clinical Navigators to ensure safe, efficient outcomes.Person Specification

Knowledge and Experience

Knowledge of the NHS111 service with at least one year serviceEnglish and Maths to GCSE level 4 (Grade C) or equivalentDeveloped IT and keyboard skills, confident with packages such as Word, Excel as well as confidence in using Storm and Adastra.Experience in a customer service rolePrevious experience of working in a healthcare provider organisation ideally in the Out of Hours environmentDeveloped communication (particularly persuasion, motivation and explaining) skills both verbal and written, such as management reportsStrong organisational and delegation skills. The confidence to take appropriate leadership decisionsA flexible approach with willingness to undertake the full range of call centre roles when necessaryAble to work on own initiative with minimal supervisionPathways and Associated Systems working knowledgeDisclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

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