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 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 to apply.
Main duties of the job
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 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).
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.
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.
How to Apply
If you are looking for a rewarding job opportunity, we want to hear from you! You can apply directly by clicking the link which will redirect you to our Credentially application form or via Shropdoc website: https://www.jobs.shropdoc.org.uk/vacancies/third-party/call-centre-supervisor
Job responsibilities
Shropdoc is a not‑for‑profit, provider‑led organisation delivering urgent primary care services. Our core services include Powys Out of Hours (OOH) GP care, urgent care triage, home visiting, and face‑to‑face clinical services. We work collaboratively with NHS partners and other health and care organisations to ensure patients receive safe, responsive, and effective care.
The post is linked to all work streams and services across the organisation, supporting a coordinated and integrated approach to patient care. Shropdoc is committed to delivering patient‑centred care through innovation, clinical excellence, and a dedicated multidisciplinary workforce.
JOB PROFILE
The main purpose of the role will be to manage the Call Centre operations overseeing staff who work shifts over a 24/7 rota pattern. You will be responsible for identifying and focusing on operational levels, ensuring that standards and response times are met, delivering a high‑quality service and cohesive team working to support. The postholder will be responsible for managing crises during escalation and disaster recovery situations. This is a multi‑skilled rôle which involves crossing between In and Out of Hours. During the out‑of‑hours period the Supervisor will be the Responsible Person for Health and Safety.
KEY TASKS AND RESPONSIBILITIES
To promote and demonstrate corporate ethos and professional ways of working whilst adhering to Shropdoc values, Kindness, Quality, Development, Integrity, Community.
To attain, monitor and sustain service level targets and response times.
To promote within the team and strictly adhere to Shropdoc:
* Procedures
* Systems
* Escalation Plan
* Manual/DR processes
* Health and Safety Policy
* Confidentiality and Ethical Standards
Responsible for carrying out the Disaster Recovery processes:
* Reporting and documenting
* Attend regular Evacuation exercises at Oswestry and Longbow
* Implement contingency Power App in Adastra failure
* Implement Manual process in Adastra failure if Power App fails
* Telephony contingency process
To maintain knowledge and a working understanding of all telephony, electronic systems and software utilised within the Call Centre.
In liaison with the Call Centre Management, ensure the ongoing readiness and operational functionality of the Disaster Recovery Site (Oswestry) to guarantee swift and effective activation in the event of an emergency. This includes regularly testing systems, performing routine maintenance, and monitoring infrastructure to ensure it meets all operational requirements. Work proactively to address any potential issues and ensure that the site is always prepared for immediate deployment, minimizing downtime and ensuring business continuity during critical situations.
Maintain a good working knowledge of all pathways within CCC & Despatch and where necessary, cover both CCC & Despatch shifts where needed.
To assist with investigation of complaints and incidents, log issues on Radar and action where necessary.
Managing individual teams through:
* Supervision
* Complete call audits to ensure standards are upheld
* Assist Team Leaders with team meetings
* Assist with RTWs when employees return from absences e.g. sickness
* To ensure staff are up to date and maintain their Bluestream training modules
* To coach and mentor new and existing staff when required
To enforce and ensure the compliant use of Smartcards by Shropdoc employees.
To ensure that where required operational information is disseminated to all groups of Call Centre staff in an appropriate and timely manner to include coaching these groups where applicable.
To ensure that staffing levels are monitored:
* Variances are maintained at a consistent level in all Call Centre staff groups
* Report on all absences
* Ensure any rota changes are actioned and logged on the Rota exceptions spreadsheet within appropriate guidelines whilst maintaining adequate staffing levels
* Proactive involvement with Rota team to maintain operational levels knowledge
* Regular contact with the rota team providing positive input when necessary
Analyze live data and take appropriate action where relevant whilst monitoring to sustain service level targets and response times.
To ensure that all pre‑bank holiday planning and operational checks are carried out and all relevant equipment is operational and in place.
To ensure that all Supervisor Handovers and Shift Updates are completed for every shift and include up to date relevant detailed information.
To make amendments accurately to non‑clinical information within a patient record on Adastra i.e. demographic information due to inaccuracies, duplicate records, flaggings, respect forms etc. ensuring that details of what changes have been made are recorded in the Clinical Information System audit trail.
To contact Shropdoc MOC/EXEC on call as per standard procedures to inform & seek guidance/authority in emergencies and exceptional circumstances.
* Evacuation of building
* Serious incidents
* Business continuity planning
* Disruption of services
* At request of Powys Senior Director on Call
* Incidents outside of their normal job role capacity as per the MOC/EXEC on call process.
* Staffing and non‑emergency issues will be the responsibility of the Supervisor to implement.
To attend monthly Team Meetings and any other meetings as may be required and consistent with the role.
To maintain a constant and continuous interest in Health and Safety matters applicable to Shropdoc activities, and strive to ensure that all staff avoid risks, and discourage irresponsible behaviour. Ensure incident/accidents are reported and logged via accident book and shift logs to the appropriate bodies/personnel.
To undertake any other duties of a similar nature consistent with the responsibilities of the post in order to provide a quality service.
In line with other posts may be subject to change according to service needs, in consultation with the post holder.
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At Shropdoc, we are committed to creating an inclusive workplace where all individuals, including those with disabilities, are valued and supported. We encourage applications from candidates with disabilities and are dedicated to providing the necessary adjustments to ensure success in the role.
In line with our Armed Forces Covenant, we guarantee an interview to any applicant who meets all of the essential criteria listed in the person specification.
Shropdoc is committed to safeguarding and promoting the welfare of our patients and expects all staff, contractors and volunteers to share this commitment. Candidates will undergo thorough onboarding and safeguarding checks including checks with the Disclosure and Barring Service.
Person Specification
Personal Attributes
* Excellent negotiation and listening skills
* Ability to build trusted working relationships
* People management skills: persuasion, negotiation and appropriate authoritative influence
* Positive and pro‑active approach to work and change
* Reliable and resourceful
* Empathetic and caring
* Must be self‑motivated with a can‑do attitude and ability to work and deliver under pressure
* Innovative and creative approach
Qualifications
* A good standard of Education
Experience
* Experience in a customer service or call centre role, with experience in a supervisory or team leader capacity
* Proven ability to manage, motivate, and develop teams to meet performance targets and deliver excellent customer service
* Good all‑round organisational and leadership skills with a problem‑solving ability
* Ability to deal with a busy working environment with various demands and escalations
* Strong verbal and written communication skills, including the ability to convey information clearly and effectively to patients, professionals and team members
* Knowledge of the Working Time Directive Regulations
* Ability to work closely with both management and frontline staff, fostering a positive team culture and resolving conflicts where necessary
* Ability to prioritise, plan and focus on deadlines, work under pressure and against agreed timeframes and performance targets
* Familiarity with key performance indicators (e.g., Average Handle Time, First Call Resolution, Customer Satisfaction Scores) and how to improve them
* Previous experience of using bespoke systems (e.g., RotaMaster, Adastra, EMIS)
* Experience in monitoring and managing call centre performance, including setting goals, conducting reviews, and ensuring KPI targets are met
Other
* Must be flexible with covering for staff absence as required.
* An understanding and appreciation of safeguarding, however training will be given
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer name
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