Call Centre Supervisor

Call Centre Supervisor

Salary: £16.28 per hour (with a 30% uplift when working between 8pm and 6am on weekdays and for Saturday shifts, 60% uplift on Sundays and Bank Holidays).

Location: Longbow Close, Shrewsbury

Hours: 22 hours per week(Weekend, Evening and Overnight)

Contract Type: Permanent

About us: Shropdoc is a trusted, not-for-profit healthcare provider delivering exceptional primary care services across England and Wales. We work closely with the NHS to provide Out of Hours GP care, urgent care triage, home visits, and operate medical practices in Powys—improving access to healthcare for rural communities. Working closely with NHS partners and other health and care organisations, we ensure patients receive safe, responsive, and high-quality care when their GP practice is closed or when urgent support is required. Our mission is simple: to keep the patient at the heart of all that we do. We are committed to excellence in patient care, accessibility, and safety, while fostering a working environment built on integrity, kindness, and collaboration. Our values — Community, Quality, Kindness, Integrity, and Development — guide everything we do and underpin our commitment to supporting and developing our staff.

The Role: Reporting to the Senior Operations Manager, the Supervisor is responsible for the management of Call Centre operations overseeing a multi-disciplinary workforce. You will be responsible for identifying and focusing on levels of operational service delivery and implementing contingencies to ensure that quality is maintained and standards and response times are met. You should have proven shift management experience preferably in a Call Centre environment, along with excellent communications skills in order to deal with a diverse audience. You will have the ability to work under pressure and produce and analyse statistical data.

Your role will include: · Monitoring the Call Centre’s workload and ensuring that cases are dealt with within the appropriate times with the cooperation of the Clinical Workforce and Call Centre staff. · Supervision of Call Centre staff to include training and development needs. · Managing the appointment books for patient face to face appointments and home visits alongside the Despatch team. · Maintaining and updating our database accurately. · Communicating with Clinician’s and Drivers on home visits with regards to location, workload and timescales. · Follow all escalation measures as per protocol when necessary. · Being responsible out of hours for managing the Disaster Recovery processes (system downtime/evacuation).

The Person: We are looking for a highly organised individual with proven supervisory experience together with the following skills: · Call handling or phone-based customer service experience. · An excellent telephone manner, with strong communication and interpersonal skills. · Proven supervisory experience. · Good geographical knowledge of the Powys area is desirable. · Ability to manage a high volume of workload in a high pressure environment. · Ability to prioritise and work on your own initiative, and as part of a team. · Discretion and integrity with the ability to handle confidential information. · Experience of working across multiple computer platforms and using data systems. · Good working knowledge of Microsoft Office. · Although not essential, experience gained in either a healthcare setting, Call Centre or in a hospitality environment would be advantageous.

Flexibility is key, as the role is out of hours. If you are ready to make an impact in a crucial role supporting Shropdoc’s clinical services, we encourage you to apply.

What We Offer: · Competitive salary and benefits package, including:

• Access to the NHS Pension Scheme
• Generous annual leave entitlement
• Sick pay
• Cycle to Work scheme
• Employee Assistance Programme (Paycare) · A supportive and inclusive work environment: Join a team that values collaboration, innovation, and personal growth with regular one-to-one sessions. · Career growth: Full on the job training provided with the opportunity to develop your career with professional development opportunities. · Work-life balance: We understand the importance of work-life balance and will discuss hours with the successful candidate.

How to Apply If you are looking for a rewarding job opportunity, we want to hear from you! To apply for the position, please visit the vacancy on our website where a full application form can be completed via Credentially.

Closing Date: 12 noon on 27th May 2026

Shortlisting of applications and interviews for this vacancy will take place while the advert is live; the advert will close once the successful candidate is found. Candidates are therefore encouraged to submit applications as soon as possible At Shropdoc, we are committed to creating an inclusive workplace where all individuals, including those with disabilities, are valued and supported. We encourage applications from candidates with disabilities and are dedicated to providing the necessary adjustments to ensure success in the role. In line with our Armed Forces Covenant, we guarantee an interview to any applicant who meets all of the essential criteria listed in the person specification. Shropdoc is committed to safeguarding and promoting the welfare of our patients and expects all staff, contractors and volunteers to share this commitment. Candidates will undergo thorough onboarding and safeguarding checks including checks with the Disclosure and Barring Service.