Integrated urgent care/NHS 111 team leader

Team leaders in NHS 111 manage a team of service advisers, health advisers, and other support staff. They provide real-time performance management, visible and accessible leadership, and coaching to staff in the team in face-to-face and virtual environments.  

"I enjoy the fast-paced nature of the job and feel very supported by my team."

Read Hayley's story

Working life  

Team leaders require factual and theoretical knowledge of urgent care/NHS 111. Work is guided by standard operating procedures, protocols or systems of work, and you will make judgements, plan activities, contribute to service development and demonstrate self-development. You may have responsibility for supervising some staff. 

You’ll be experienced in the use of a clinical decision support system, a specialist computer software to help assess people over the phone, and local decision-making protocols. You’ll ensure efficient, high-quality, safe service delivery with adherence to national quality requirements and organisational key performance indicators.   


Who will you work with? 

You will be part of an integrated urgent care team working with non-clinical and clinical colleagues, including healthcare professionals, such as nurses, doctors, allied health practitioners, pharmacists, and dentists. You’ll work with these colleagues on site and remotely. 

Training and development 

Training for team leaders could include: 

  • qualifications at level 4 and 5, for example a higher apprenticeship 
  • leadership, mentoring and coaching  
  • support skills 

Entry requirements 

You’ll need to be educated to GCSE level and possess a fundamental level of maths, English and IT skills. However, this will depend on the provider and may vary. 

As a team leader, you’ll have previous experience of working within an integrated urgent care/NHS 111 service as a health adviser or other experience in a healthcare setting. 

Team leaders will have an advanced understanding of clinical decision support systems with the ability to coach others. 

You'll need to be able to demonstrate working knowledge of: 

  • recruitment 
  • performance management 
  • communication skills 
  • dispute resolution 
  • disciplinary and grievance processes 

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