At a Glance
- Tasks: Supervise Call Centre operations and ensure high-quality patient care 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: Proven supervisory experience and excellent communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
Call Centre Supervisor 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.
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.
Out-of-Hours Call Centre Supervisor (Healthcare) in Shrewsbury employer: United Cerebral Palsy of Georgia
Shropdoc is an exceptional employer, offering a supportive and inclusive work environment where collaboration and personal growth are at the forefront. With competitive salaries, generous benefits including access to the NHS Pension Scheme, and a commitment to employee development through on-the-job training, we ensure our staff are well-equipped to provide high-quality healthcare services. Located in Shrewsbury, this role not only allows you to make a meaningful impact in the community but also promotes a healthy work-life balance, making it an ideal place for those seeking rewarding employment in the healthcare sector.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Out-of-Hours Call Centre Supervisor (Healthcare) 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 might not even be advertised yet.
✨Tip Number 2
Prepare for those interviews! Research Shropdoc and understand their mission and values. Be ready to discuss how your experience aligns with their commitment to patient care and teamwork.
✨Tip Number 3
Show off your skills! During interviews, highlight your supervisory experience and ability to handle high-pressure situations. Use specific examples to demonstrate how you've successfully managed teams in the past.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the Shropdoc team.
We think you need these skills to ace Out-of-Hours Call Centre Supervisor (Healthcare) in Shrewsbury
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 what we're looking for, like call handling or customer service experience.
Showcase Your Communication Skills:Since this role involves a lot of communication, be sure to demonstrate your excellent telephone manner and interpersonal skills in your application. Use examples from your past experiences to show how you handle diverse audiences.
Highlight Your Organisational Skills:We need someone who can manage a high volume of workload under pressure. In your application, mention specific instances where you've successfully prioritised tasks or managed multiple responsibilities at once.
Apply Through Our Website:We encourage you to apply directly 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!
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 values like Community, Quality, Kindness, Integrity, and Development. This will help you align your answers with what they stand for and show that you're genuinely interested in being part of their team.
✨Showcase Your Supervisory Skills
Since the role requires proven supervisory experience, be ready to discuss specific examples from your past. Highlight situations where you successfully managed a team, handled high-pressure scenarios, or improved service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨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 call scenarios with a friend to refine your telephone manner and ensure you can handle diverse audiences effectively.
✨Prepare for Scenario-Based Questions
Expect questions that assess how you'd handle specific situations, especially under pressure. Think about potential challenges in a call centre environment, such as managing workload during peak times or dealing with difficult customers. Prepare your strategies and be ready to share how you would implement them.
