111 Team Leader - Bicester

Job overview

We are looking for a motivated and passionate individual to provide effective leadership and supervision within our Integrated Coordination Centre (ICC), helping our teams to deliver a high standard of urgent response and excellent care to our patients.

You will oversee the day-to-day running of the call centre, ensuring staff and resources are managed efficiently and effectively in response to requests for urgent patient care from members of the public and healthcare professionals.

A key part of the role will be supporting and developing a designated team of non-clinical staff, helping individuals to reach their potential and continually improve service delivery.

You will have responsibility for the line management of a team of Health Advisors, providing leadership, support, performance management, coaching and development to ensure the delivery of a high-quality service. You will monitor performance and ensure the team works in line with Trust policies, national standards, KPIs, local initiatives and agreed procedures.

We are looking for someone who is passionate, ambitious, and committed to continuous improvement, with a clear vision for how they can contribute to the continued development of the ICC. You will be expected to demonstrate strong leadership and professionalism while embracing our Trust values of caring, honest and professionalism.

Main duties of the job

As an NHS 111 Team Leader, you will play a key role in the day-to-day management of the Integrated Coordination Centre, supporting the delivery of a safe, effective, and high-quality service to our patients.

Working closely with other team leaders and the wider management team, you will lead and support a designated team of non-clinical staff, providing coaching, development and performance management to help colleagues achieve their potential.

You will monitor service performance and demand in real time, using operational data to manage staffing and resources effectively and support delivery against NHS 111 targets. You will respond to operational pressures, resolve issues, and follow escalation and resilience procedures when required.

You will promote high standards of patient care, quality and governance, supporting audits, complaints and incident investigations while identifying opportunities for learning and improvement.

You will ensure colleagues work in accordance with NHS Pathways requirements, Trust policies and procedures, information governance and health and safety standards.

We are looking for a confident and supportive leader with excellent communication, organisational and problem-solving skills, who can motivate others and remain focused on patient safety, quality, and performance in a busy environment.

Working for our organisation

Benefits we offer:

Full training and a range of courses which you can book locally.

Holiday entitlement of 27 days, rising to 29 days after 5 years’ service and 33 days after 10 years’ service, plus an additional 8 days bank holiday (pro rata for part time).

Automatic enrolment into the NHS Pension Scheme.

Access to continual professional development within SCAS and the wider NHS.

Occupational Health support and direct access to our Employee Assistance Programme as well as our own Health and Wellbeing Team.

NHS Discounts in over 200 + stores saving money on holidays, days out, car insurance, restaurants, clothing and much more.

Ability to join our staff networking groups (as a member, ally or just for interest).

Corporate Induction

It’s really important for us to ensure you have the best onboarding experience which allows you to feel a sense of belonging from the start. To help with this, we will book your Corporate Induction as soon as we possibly can (depending on availability).

All new starters need to attend our *Corporate Induction in person, this is held over one and half days from our educational centres based in: Newbury (Berkshire), Bicester (Oxfordshire) or Whiteley (Hampshire). More specific details will be sent to you once your start date has been confirmed.

*Please note – depending on your role additional training may be required following on from your corporate induction.

Detailed job description and main responsibilities

As an NHS 111 Call Handling Team Leader, you will provide operational leadership within the service, ensuring NHS 111 is delivered safely, consistently and to a high standard.

You will line manage a designated team of Health Advisors, providing coaching, mentoring and support with performance, development, attendance, investigations, and capability, helping colleagues achieve their potential and deliver excellent patient care.

You will oversee operational performance across the service, including management of Adastra queues, call metrics, staffing and resources. You will prioritise complex or distressing calls, provide NHS Pathways advice and work closely with 999, IUC providers and other partners to maintain patient safety and experience.

The role includes monitoring risk, failed messaging, and critical systems, as well as leading business continuity and resilience arrangements when required. You will also liaise with ICT and other teams to resolve system issues and maintain effective service delivery.

You will work collaboratively with internal and external stakeholders to achieve national and local quality standards, performance targets and KPIs, while promoting a supportive, professional, and high-performing team environment.

Person specification

Qualifications

Essential criteria

• Customer Services or Team Leading demonstrable experience
• Good standard of education i.e. 4 GCSEs at Grade C or equivalent qualifications
• Pathways licence, Core Module 2 and Pathways Coach

Knowledge

Essential criteria

• Demonstrable experience of team leading
• Experience of working in a customer focused environment.

skills

Essential criteria

• Ability to prioritise/manage workload
• Ability to lead a team in a supportive and equitable manner, delegating tasks, and providing technical and operational support and leadership as appropriate
• Ability to remain calm whilst working in a pressurised environment

We understand that some applicants may choose to use AI tools to assist with completing their application. While this is not against our guidelines, it’s important that your application remains an accurate and honest reflection of your own skills, experience, and achievements. Please ensure that any content generated or supported by AI truly represents you and your capabilities, as this will form the basis of our assessment throughout the recruitment process.

We actively welcome job applications from candidates who have a disability or who are members of the BAME, LGBTQ+ and Armed Forces community (including: Reservists, Veterans, Spouses and Cadets). Here at SCAS we are proud to have a workforce that reflects the diverse community we serve. Applicants who have a disability or are members of the armed forces community who meet the minimum shortlisting criteria for their post of interest will be invited for an interview and/or assessment (where applicable).

Please be assured that any requests for reasonable adjustments will not negatively affect your application.

As well as standard NHS benefits like generous holiday entitlement and an excellent pension scheme, we offer lots of extras for our staff.