Job summary
The Urgent Care Team Leader supports the Urgent Care
Service Manager in the operational planning, delivery, and development of the
non-clinical components of the Integrated Urgent Care (IUC) and Out of Hours
(OOH) services. This role involves multi-site working and a rota pattern
aligned with service needs.
This role requires the post holder to be a trained Mental
Health First Aid champion and a Freedom to Speak Up Champion. The post holder will also act as Infection
prevention and control champion. The
post holder will be first aid trained.
Working Pattern:
8 hour days with 30 minute lunch break
Core hours: 5 week rolling rota that covers 5 in 7 days per week in a
range from 08:00am to 22.00pm
Main duties of the job
Working collaboratively with the Service Manager and other team leads, the post holder ensures that all service areas including Primary Care Centres, Fleet, Quality & Compliance are safe, well-resourced, and effectively managed. The Team Leader will also oversee additional service lines such as extended access, driving efficiencies and optimising workflows.
About us
London Central & West Unscheduled Care
Collaborative is a not-for-profit Social Enterprise, now in its 29th year of
delivering high-quality primary and urgent care services to 4.2 million
patients across London. Operating 24/7, 365 days a year, LCW is proud to be
rated Good across all areas by the Care Quality Commission (CQC), reflecting
our commitment to safe, effective, responsive, caring, and well-led
patient-centred care.
Job description
Job responsibilities
Key Responsibilities
Operational Leadership
- Support the Service Manager in delivering high-performing IUC and OOH services.
- Deputise for the Service Manager when required.
- Participate in the Tactical (Silver) On-Call rota (1 in 9) weeks.
- Monitor and help achieve access targets and KPIs.
- Ensure services meet internal and external standards (e.g., CQC, Health & Safety).
Team Management
- Oversee day-to-day performance of operational staff.
- Line manage staff, including recruitment, retention, performance, attendance, and grievance matters.
- Conduct regular 1:1s, appraisals, training, and team meetings to foster engagement and development.
- Support the organisation to identify training needs within the teams and in finding suitable training to mee the needs of the team.
- Promote a positive team culture and effective communication across all levels.
- Work with the rota team to ensure good rota fill across roles.
Quality & Compliance
- Ensure adherence to policies, procedures, and governance frameworks.
- Conduct staff and compliance audits.
- Act as an Infection Prevention and Control (IPC) Champion, conducting IPC audits on a rotational basis.
- Contribute to monthly Quality Assurance Reports and other performance and contract reporting.
- Responsible for sites and fleet where LCW deliver services; sites allocated quarterly and rotated quarterly so all team leads are able to understand the service delivery sites for LCW over time.
- Support the enactment of LCW health and safety management across sites and with staff.
- Support with the drafting of responses to complaints and incidents.
Stakeholder Engagement & Service Development
- Respond to stakeholder enquiries and ensure satisfactory resolution.
- Support service improvement initiatives and change management projects.
- Assist in investigating complaints, feedback, and patient safety incidents (PSIRF), ensuring timely action and shared learning.
- Act as an operational point of contact with partner organisations e.g Imperial for UTC and PCC delivery, the Whittington for UTC and PCC delivery etc.
- Support LCW in its work to understand and continually improve patient experience through gaining feedback and taking actions to address.
Risk & Resilience
- Identify and mitigate risks, ensuring they are logged in LCWs quality management system.
- Ensure services are properly resourced and resilient, including supporting Business Impact Assessments.
Job description
Job responsibilities
Key Responsibilities
Operational Leadership
- Support the Service Manager in delivering high-performing IUC and OOH services.
- Deputise for the Service Manager when required.
- Participate in the Tactical (Silver) On-Call rota (1 in 9) weeks.
- Monitor and help achieve access targets and KPIs.
- Ensure services meet internal and external standards (e.g., CQC, Health & Safety).
Team Management
- Oversee day-to-day performance of operational staff.
- Line manage staff, including recruitment, retention, performance, attendance, and grievance matters.
- Conduct regular 1:1s, appraisals, training, and team meetings to foster engagement and development.
- Support the organisation to identify training needs within the teams and in finding suitable training to mee the needs of the team.
- Promote a positive team culture and effective communication across all levels.
- Work with the rota team to ensure good rota fill across roles.
Quality & Compliance
- Ensure adherence to policies, procedures, and governance frameworks.
- Conduct staff and compliance audits.
- Act as an Infection Prevention and Control (IPC) Champion, conducting IPC audits on a rotational basis.
- Contribute to monthly Quality Assurance Reports and other performance and contract reporting.
- Responsible for sites and fleet where LCW deliver services; sites allocated quarterly and rotated quarterly so all team leads are able to understand the service delivery sites for LCW over time.
- Support the enactment of LCW health and safety management across sites and with staff.
- Support with the drafting of responses to complaints and incidents.
Stakeholder Engagement & Service Development
- Respond to stakeholder enquiries and ensure satisfactory resolution.
- Support service improvement initiatives and change management projects.
- Assist in investigating complaints, feedback, and patient safety incidents (PSIRF), ensuring timely action and shared learning.
- Act as an operational point of contact with partner organisations e.g Imperial for UTC and PCC delivery, the Whittington for UTC and PCC delivery etc.
- Support LCW in its work to understand and continually improve patient experience through gaining feedback and taking actions to address.
Risk & Resilience
- Identify and mitigate risks, ensuring they are logged in LCWs quality management system.
- Ensure services are properly resourced and resilient, including supporting Business Impact Assessments.
Person Specification
Knowledge & Skills
Essential
- Ability to effectively work on and manage many priorities at one time.
- Exceptional communication skills
- Competent in the use of Microsoft Office (Word, Excel, PowerPoint, and Outlook).
- Understands the principle of confidentiality and can work accordingly to maintain confidentiality.
- Strong commitment to patient satisfaction
- Calm under pressure, able to use initiative and make decisions
- Demonstrable attention to detail and follow through
- Able to problem solve
- Organised with effective time management skills
Experience
Essential
- Previous experience working within IUC/health care setting, or other customer services/patient facing environment.
- Experience of managing data collection and report writing
- Experience of team supervision or line management
Qualifications
Essential
Values
Essential
- Exhibits behaviours in line with Organisation Values:
- Patient First
- Drive Change
- Together
- Belonging
- Community Focused
Other Attributes
Essential
- Commitment to role
- Able to work unsocial hours
- Flexibility to meet service/rota needs
- Ability to travel to all sites on request and external meeting locations on request
Person Specification
Knowledge & Skills
Essential
- Ability to effectively work on and manage many priorities at one time.
- Exceptional communication skills
- Competent in the use of Microsoft Office (Word, Excel, PowerPoint, and Outlook).
- Understands the principle of confidentiality and can work accordingly to maintain confidentiality.
- Strong commitment to patient satisfaction
- Calm under pressure, able to use initiative and make decisions
- Demonstrable attention to detail and follow through
- Able to problem solve
- Organised with effective time management skills
Experience
Essential
- Previous experience working within IUC/health care setting, or other customer services/patient facing environment.
- Experience of managing data collection and report writing
- Experience of team supervision or line management
Qualifications
Essential
Values
Essential
- Exhibits behaviours in line with Organisation Values:
- Patient First
- Drive Change
- Together
- Belonging
- Community Focused
Other Attributes
Essential
- Commitment to role
- Able to work unsocial hours
- Flexibility to meet service/rota needs
- Ability to travel to all sites on request and external meeting locations on request
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
