Operational Team Lead Relief

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
During your designated relief week, you will receive a retainer payment for being available and contactable. If called upon to work additional hours, these will be paid at your standard hourly rate.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.
Team Supervision & Support
• 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.
On-Call Relief Responsibilities
• 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.
Quality & Governance
• 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.
  
  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., 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 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
  
  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.