Operational Team Lead Relief
| Posting date: | 05 March 2026 |
|---|---|
| Salary: | £16.79 per hour |
| Additional salary information: | £16.79 an hour |
| Hours: | Full time |
| Closing date: | 19 March 2026 |
| Location: | Truro, TR1 3LP |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | E0306-26-0009 |
Summary
My role helps deliver patient care by The Relief Operational Team Leader plays a key role in supporting the delivery of safe, efficient, and responsive care within Cornwall's Integrated Urgent Care Services. This role focuses on leading and coordinating operational processes across the service, ensuring smooth day-to-day functioning and adherence to performance standards. The postholder will work 20 contracted hours per week within a 24/7 control centre environment, comprising approximately 1012 hours of scheduled Operational Team Lead (OTL) and Care Navigator (CN) shifts, with the remaining hours fulfilled through pre-planned flexi CN shifts to support service demand. In addition, the role forms part of a 1-in-4 on-call relief rota, requiring availability during an allocated relief week to provide short-notice cover for sickness and critical operational gaps. A retainer payment is provided for relief weeks, with any hours worked paid at the hourly rate for that role. This hybrid structure supports both planned service delivery and operational resilience, requiring flexibility to meet the demands of an out-of-hours urgent care service. Working closely with the Clinical Shift Supervisor, the Operational Team Leader ensures that non-clinical workflows including staffing, resource allocation, and service continuity are managed effectively. The role is central to enabling timely patient care by supporting the infrastructure that underpins clinical decision-making. They liaise with administrative teams, monitor service performance, and escalate operational issues as needed. Through effective leadership, communication, and problem-solving, the Operational Team Leader helps maintain a stable and well-supported environment for clinicians and patients alike, contributing to the overall quality and reliability of urgent care delivery. Key Duties and Responsibilities: Lead and coordinate daily operational processes: Ensure smooth running of non-clinical workflows across the IUCS, including staffing, logistics, and resource allocation, to support timely and effective service delivery. Support the Clinical Shift Supervisor: Work in partnership with the clinical shift supervisor on shift to maintain safe operations, escalate clinical concerns appropriately, and ensure alignment between clinical and operational priorities. Monitor service performance and KPIs: Track key metrics such as call handling times, appointment scheduling, and resource utilisation, responding proactively to any performance dips or operational risks. Manage staff rest breaks: Ensure all team members receive appropriate rest breaks in line with organisational policy, maintaining wellbeing and compliance with working time regulations. Maintain effective communication across teams: Liaise with call handlers, drivers, receptionists, and administrative staff to ensure coordinated service delivery and timely issue resolution. Respond to operational issues in real time: Use judgement and escalation protocols to resolve staffing shortages, IT failures, or logistical challenges, ensuring minimal disruption to patient care. Ensure compliance with organisational policies: Uphold standards in HR, health and safety, safeguarding, and information governance, ensuring all actions align with Kernow Health CIC protocols. Facilitate structured shift handovers: Deliver clear and comprehensive handovers at the start and end of each shift, ensuring continuity and awareness of key operational matters. Maintain accurate shift documentation: Record operational decisions, incidents, and key updates in the daily log, ensuring transparency and accountability. Support incident and complaint management: Liaise with the Governance Team to ensure incidents and complaints are logged, investigated, and resolved within required timeframes. Participate in escalation and command meetings: Represent the operational team in Bronze and other out-of-hours meetings, contributing to service coordination and emergency response planning. Lead and motivate non-clinical staff: Promote a positive working environment, encourage teamwork, and support staff development through coaching and feedback. Manage resources efficiently: Oversee the use of staffing, vehicles, equipment, and IT systems to ensure optimal service delivery and cost effectiveness. Contribute to business continuity and resilience planning: Assist with training, scenario planning, and operational readiness for service disruptions or emergency situations. Promote a culture of professionalism and service excellence: Lead by example, demonstrating Kernow Health CIC values and encouraging high standards of behaviour, communication, and patient focus. You will be expected to carry out any other duties that may reasonably be required in line with your main duties, as directed by your line manager. Please note, we reserve the right to close the advert early should there be a significantly high level of applications. We recognise that AI is becoming part of daily life, and you may choose to use it to help prepare your application. We welcome innovation but ask that anything you submit reflects your own abilities, experience, and voice. AI can support how you describe your skills and experience, but it should never replace your own words as we want to get to know you.