Operational Team Lead Relief - Kernow Health CIC
Truro, England, United Kingdom Contract Posted 6 days ago
Summary
Kernow Health CIC is excited to recruit an Operational Team Lead (Relief) to join our Cornwall 111 Control Centre team. This is a brand-new role designed to strengthen resilience across our 24/7 service, ensuring we continue to deliver high-quality, safe and responsive patient care across Cornwall.
This is a unique opportunity for experienced operational leaders who thrive in a fast-paced urgent care environment and are passionate about delivering excellent service standards while supporting frontline teams.
As a Relief Operational Team Lead (OTL), you will oversee the day-to-day operational delivery of the Cornwall 111 service, supervise staff, manage urgent care demand and ensure Key Performance Indicators (KPIs) are consistently achieved.
Your rota will include a combination of Operational Team Lead (OTL) shifts, Care Navigator (CN) shifts and a structured on-call relief commitment, enabling you to build a strong understanding of the entire patient journey.
Working Pattern
Each Relief OTL will work 20 contracted hours per week, made up of:
Main duties of the job
Operational Leadership
We are seeking experienced operational managers who demonstrate:
Kernow Health CIC is a Community Interest Company supporting General Practice and delivering Primary Care Services at scale across Cornwall. Established in 2011 by a group of Cornwall practices, we deliver several NHS contracts, including:
Our Integrated Urgent Care Service operates 24/7, providing telephone triage, clinical assessment and urgent care coordination across the county.
Why Join Us?
If you are an adaptable, motivated leader who thrives in a 24/7 operational environment and is committed to delivering safe and responsive urgent care services, we would love to hear from you.
Kernow Health CIC is excited to recruit an Operational Team Lead (Relief) to join our Cornwall 111 Control Centre team. This is a brand-new role designed to strengthen resilience across our 24/7 service, ensuring we continue to deliver high-quality, safe and responsive patient care across Cornwall.
This is a unique opportunity for experienced operational leaders who thrive in a fast-paced urgent care environment and are passionate about delivering excellent service standards while supporting frontline teams.
As a Relief Operational Team Lead (OTL), you will oversee the day-to-day operational delivery of the Cornwall 111 service, supervise staff, manage urgent care demand and ensure Key Performance Indicators (KPIs) are consistently achieved.
Your rota will include a combination of Operational Team Lead (OTL) shifts, Care Navigator (CN) shifts and a structured on-call relief commitment, enabling you to build a strong understanding of the entire patient journey.
Working Pattern
Each Relief OTL will work 20 contracted hours per week, made up of:
- Scheduled OTL and Care Navigator (CN) shifts (fixed in advance)
- A proportion of flexi CN hours, pre-planned 8 weeks in advance
- Participation in a 1-in-4 on-call relief rota to cover short-notice sickness and operational gaps
Main duties of the job
Operational Leadership
- Provide visible and effective leadership within the 111 Control Centre.
- Coordinate staffing and skill mix to maintain safe service delivery.
- Monitor demand and capacity in real time, taking proactive action to manage flow.
- Ensure performance against KPIs and service standards.
- Supervise Care Navigators and operational staff during shifts.
- Provide guidance, coaching and real-time decision support.
- Manage incidents, escalations and service pressures calmly and effectively.
- Participate in a structured 4-week relief rota.
- Provide responsive cover for short-notice absences and operational gaps.
- Support the frontline while maintaining oversight of system performance.
- Ensure adherence to service policies, pathways and governance standards.
- Support incident reporting, learning and continuous service improvement.
- Promote a culture of accountability, safety and professionalism.
We are seeking experienced operational managers who demonstrate:
- A strong background in leading teams within fast-paced, high-pressure environments (ideally healthcare, urgent care or contact centre settings).
- The ability to remain calm under pressure and resolve operational challenges quickly and effectively.
- Confidence in decision-making and escalation processes.
- Flexibility to work scheduled shifts and participate in on-call relief cover.
Kernow Health CIC is a Community Interest Company supporting General Practice and delivering Primary Care Services at scale across Cornwall. Established in 2011 by a group of Cornwall practices, we deliver several NHS contracts, including:
- Cornwall 111 Integrated Urgent Care Service
- School Immunisation Programme
- Children’s Eating Disorder Service
- Cornwall Primary Care Training Hub
- Special Allocation Scheme
Our Integrated Urgent Care Service operates 24/7, providing telephone triage, clinical assessment and urgent care coordination across the county.
Why Join Us?
- Play a vital leadership role within a high-performing 24/7 urgent care service.
- Combine operational management with frontline experience.
- Receive a retainer allowance for relief weeks, with additional hours paid where worked.
- Access to NHS Pension Scheme.
- Competitive annual leave with buy/sell options.
- Competitive sickness, maternity and paternity provisions.
- Employee benefits programme via Vivup.
- Access to training and professional development through the Cornwall Primary Care Training Hub.
- Be part of a supportive, experienced and forward-thinking management team.
If you are an adaptable, motivated leader who thrives in a 24/7 operational environment and is committed to delivering safe and responsive urgent care services, we would love to hear from you.
