Operational Navigator

About the role

The Operational Navigator will join IC24’s Operations team, supporting the urgent‑care service by coordinating clinical resources and managing patient pathways. You will act as the first point of contact for colleagues and patients, ensuring smooth call distribution and high‑quality patient care.

Key responsibilities

• Provide professional telephone support to clinical and non‑clinical staff and patients.
• Accurately record information, manage patient queues and dispatch calls to clinicians across regions.
• Make comfort calls, handle urgent callbacks and support service managers with KPI delivery.
• Monitor service levels, adapt to fluctuating demand and share operational updates with relevant teams.
• Follow all policies, including GDPR and safeguarding requirements.

Required profile

• GCSE English & Maths (or equivalent).
• Strong communication and listening skills with a calm telephone manner.
• Ability to prioritise, stay calm under pressure and handle a high workload.
• Empathetic, tactful, discreet and self‑motivated.
• Team‑focused with good problem‑solving abilities.
• Contact‑centre or urgent‑care experience is desirable.

Required skills

What we offer

• Hourly pay of £12.71 plus out‑of‑hours enhancements.
• Hybrid working (60% office based) with 30 hours per week covering a 24/7 operation.
• Opportunity to join the NHS Pension Scheme.
• Enhanced bank holiday rates, additional annual leave and family‑leave benefits.
• Inclusive wellbeing benefits and employee assistance programme.