At a Glance
- Tasks: Supervise Call Centre operations and manage a diverse team to ensure quality service delivery.
- Company: Join Shropdoc, a trusted not-for-profit healthcare provider making a difference in communities.
- Benefits: Competitive pay, NHS pension, generous leave, and employee support programmes.
- Other info: Flexible hours with opportunities for growth in a supportive environment.
- Why this job: Be part of a vital team delivering essential healthcare services when it matters most.
- Qualifications: Experience in call handling, strong communication skills, and proven supervisory experience required.
The predicted salary is between 16 - 16 € per hour.
Location: Longbow Close, Shrewsbury.
Salary: GBP 16.28 per hour (30% uplift for evenings 8pm-6am weekdays and Saturdays; 60% uplift for Sundays and Bank Holidays).
Vacancy Type: Permanent.
Hours: 22 hours per week (Weekend, Evening and Overnight).
Closing Date: 27th May 2026.
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.
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.
- 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.
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).
Call Centre Supervisor in Shrewsbury employer: TipTopJob
Shropdoc is an exceptional employer, offering a supportive work culture that prioritises employee well-being and professional growth. Located in Shrewsbury, our Call Centre Supervisor role provides competitive pay, flexible hours, and access to the NHS Pension Scheme, alongside generous annual leave and an Employee Assistance Programme. Join us in making a meaningful impact on healthcare delivery while enjoying a collaborative environment that values your contributions.
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 or even a referral, which can give you a leg up in the application process.
✨Tip Number 2
Prepare for the interview by researching Shropdoc and understanding their mission. Show us that you’re not just another candidate; demonstrate how your values align with theirs and how you can contribute to keeping patients at the heart of what they do.
✨Tip Number 3
Practice your call handling skills! Since this role is all about managing a call centre, try role-playing common scenarios with a friend. This will help you feel more confident and ready to tackle any questions about your supervisory experience.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us that you’re genuinely interested in joining our team at Shropdoc.
We think you need these skills to ace Call Centre Supervisor in Shrewsbury
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Call Centre Supervisor role. Highlight your supervisory experience and any relevant skills, like call handling or customer service. We want to see how you can bring your unique experience to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about working with Shropdoc and how your skills align with our mission. Keep it concise but impactful – we love a good story!
Showcase Your Communication Skills:Since this role involves managing a diverse team and communicating with various stakeholders, make sure to demonstrate your excellent communication skills in your application. We’re looking for clarity and professionalism!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Shropdoc!
How to prepare for a job interview at TipTopJob
✨Know the Company Inside Out
Before your interview, take some time to research Shropdoc and its mission. Understand their role in providing healthcare services and how they collaborate with the NHS. This knowledge will not only impress your interviewers but also help you align your answers with their values.
✨Showcase Your Supervisory Skills
Be prepared to discuss your previous supervisory experience in detail. Think of specific examples where you successfully managed a team or improved service delivery. Highlight your ability to handle high-pressure situations and how you’ve maintained quality standards in past roles.
✨Demonstrate Excellent Communication
As a Call Centre Supervisor, strong communication skills are essential. Practice articulating your thoughts clearly and confidently. You might even want to role-play common scenarios you could face in the role, such as handling difficult calls or training new staff.
✨Prepare for Situational Questions
Expect questions that assess your problem-solving abilities and decision-making skills. Think about how you would manage workload during peak times or handle a system downtime. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
