Location: Site‑based, Bristol 111
Hours: Full‑time, including weekends and bank holidays (50% of hours during peak demand)
Salary: £53644.08
Practice Plus Group is seeking a 111 Contact Centre Operational Lead (Clinical) to provide strong operational oversight and clinical leadership within our busy 111 contact centre. This is a key role ensuring that our team delivers safe, effective, compassionate care in line with NHSE commissioning and CQC standards.
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
If you'd like to learn more about this role, or have any questions, please contact Valentin on
[email protected]Practice Plus Group is committed to creating a diverse environment and we are proud to be an equal opportunity employer.
#LI-VB1
