At a Glance
- 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 in a supportive environment.
- 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.
Location: Longbow Close, Shrewsbury
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).
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. 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. 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.
Responsibilities:
- 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.
At Shropdoc, we are committed to an inclusive workplace where all individuals, including those with disabilities, are valued. We encourage applications from candidates with disabilities and are dedicated to providing the support and adjustments needed for success in the role.
Call Centre Supervisor. Job in Shrewsbury LilyLifestyle Jobs employer: United Cerebral Palsy of Georgia
Shropdoc is an exceptional employer, offering a supportive and inclusive work environment in Shrewsbury, where employees are valued for their contributions to healthcare. With competitive salaries, access to the NHS Pension Scheme, generous annual leave, and a commitment to professional development, we empower our staff to grow while maintaining a healthy work-life balance. Join us in making a meaningful impact on patient care, all while being part of a team that prioritises kindness, integrity, and community.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre Supervisor. Job in Shrewsbury LilyLifestyle Jobs
✨Tip Number 1
Network like a pro! Reach out to your connections in the healthcare and call centre sectors. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for the interview by practising common questions related to call centre supervision. Think about how you’d handle high-pressure situations and be ready to share examples from your past experience.
✨Tip Number 3
Show off your skills! If you have any relevant certifications or training, make sure to mention them during your conversations with potential employers. It’ll help you stand out from the crowd.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Call Centre Supervisor. Job in Shrewsbury LilyLifestyle Jobs
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Call Centre Supervisor role. Highlight your supervisory experience and any relevant skills that match the job description. We want to see how you fit into our mission at Shropdoc!
Showcase Your Communication Skills:Since this role involves managing a diverse team and communicating with various stakeholders, it's crucial to demonstrate your excellent communication skills. Use examples from your past experiences to show how you've effectively handled similar situations.
Highlight Your Organisational Skills:As a Call Centre Supervisor, you'll need to manage workloads and ensure quality service delivery. Share specific instances where you've successfully organised tasks or led a team under pressure. This will help us see your potential in action!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of success. It’s the easiest way for us to receive your application and ensures you’re considered for this exciting opportunity at Shropdoc!
How to prepare for a job interview at United Cerebral Palsy of Georgia
✨Know the Company Inside Out
Before your interview, take some time to research Shropdoc and its mission. Understand their commitment to patient care and how they work with the NHS. This will not only show your interest but also help you align your answers with their values of community, quality, and kindness.
✨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, as this role requires managing a busy call centre environment.
✨Demonstrate Excellent Communication
Since the role involves dealing with a diverse audience, practice articulating your thoughts clearly and confidently. Use examples from your past experiences to illustrate your strong communication skills, especially in a call handling or customer service context.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and decision-making skills. Think about potential scenarios you might face in the role, such as managing a sudden influx of calls or dealing with a difficult situation. Prepare structured responses that demonstrate your critical thinking and ability to prioritise effectively.
