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: 27^th 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.

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.

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.

To Apply

If you feel you are a suitable candidate and would like to work for the Shropdoc, please proceed through the following link to be redirected to their website to complete your application.

https://www.jobs.shropdoc.org.uk/vacancies/third-party/call-centre-supervisor

Contact information

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