KERNOW HEALTH
Operational Team Lead Relief - Kernow Health CIC
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Summary
Kernow Health CIC is excited to recruit four Operational Team Leads (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
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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.
What We're Looking For
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.
About Us
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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
All profits are reinvested to benefit primary care across Cornwall, supporting sustainable and locally responsive healthcare.
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.
Interested?
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.
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