Call Centre Supervisor Full Time

Salary : A GBP 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 Centres 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 Shropdocs 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).
• A supp