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- Tasks: Supervise Call Centre operations and ensure high-quality service delivery.
- Company: Join Shropdoc, a trusted not-for-profit healthcare provider.
- Benefits: Competitive pay, NHS pension, generous leave, and employee support programmes.
- Other info: Flexible hours with opportunities for professional growth.
- Why this job: Make a real impact in healthcare while developing your career.
- Qualifications: Experience in call handling and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
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. 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.
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. 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 Clinicians 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.
Closing date 12 noon on 27th May 2026.
EEO and Accessibility
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.
Call Centre Supervisor in Shrewsbury employer: Shropdoc
Contact Detail:
Shropdoc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre Supervisor in Shrewsbury
✨Tip Number 1
Network like a pro! Reach out to your connections in the healthcare sector or call centre industry. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for the interview by practising common questions. Think about how your experience aligns with Shropdoc's mission and values. Show them you’re not just looking for any job, but this job!
✨Tip Number 3
Dress the part! Even if it’s a virtual interview, looking professional can boost your confidence and make a great first impression. Remember, you want to show you’re serious about joining their team.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can keep you on their radar and shows your enthusiasm for the role. Plus, it’s a nice touch that they’ll appreciate.
We think you need these skills to ace Call Centre Supervisor in Shrewsbury
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant experience in call handling and supervisory roles. We want to see how your skills align with our mission at Shropdoc!
Showcase Your Communication Skills: Since this role involves a lot of interaction, emphasise your excellent telephone manner and interpersonal skills. We love candidates who can communicate effectively with diverse audiences!
Highlight Your Organisational Skills: As a Call Centre Supervisor, you'll need to manage workloads and priorities. Share examples of how you've successfully handled high-pressure situations and maintained quality service in the past.
Apply Through Our Website: We encourage you to submit your application through our website for a smoother process. It’s the best way for us to receive your details and get you on board with Shropdoc!
How to prepare for a job interview at Shropdoc
✨Know Your Stuff
Before the interview, make sure you understand Shropdoc's mission and values. Familiarise yourself with their services and how they operate within the NHS framework. This will show your genuine interest in the role and help you connect your experience to their needs.
✨Showcase Your Supervisory Skills
Prepare specific examples from your past experiences where you've successfully managed a team or handled high-pressure situations. Highlight your ability to train and develop staff, as well as how you've maintained quality service delivery in a call centre environment.
✨Communicate Clearly
Since excellent communication is key for this role, practice articulating your thoughts clearly and confidently. You might even want to do a mock interview with a friend to refine your telephone manner and ensure you can convey information effectively under pressure.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle emergencies. Think of scenarios related to managing call volumes or dealing with difficult customers, and prepare your responses to demonstrate your quick thinking and decision-making abilities.