Job Summary
Mastercall Healthcare is a social enterprise organisation with a mission to achieve excellence in patient care. We provide innovative out‑of‑hospital services that place patients at the forefront of every service we deliver.
Shift Lead – Part‑time
The role operates on a two‑week rota with a range of available shifts.
Week 1
• Wednesday 1300‑1800
• Saturday 1800‑2200
Week 2
• Tuesday 0800‑1300
• Wednesday 1300‑1800
• Thursday 0800‑1300
• Friday 1300‑1800
• Saturday 1300‑1800
• Saturday 1800‑2200 (1 in 4)
• Saturday 1800‑2315 (1 in 4)
• Sunday 1300‑1800
Rate of Pay
£15.04 to £19.43 per hour depending on shift time.
Eligibility: You must have the right to work in the UK; we cannot offer graduate or visa sponsorship.
Responsibilities
The Shift Lead manages and coordinates the operational needs of the call centre services department, ensuring safe and efficient service delivery. Core duties include:
* Supervising, training, mentoring, and providing peer support to all staff, employees and contractors across all service streams.
* Acting as the senior point of contact on shift, liaising with external agencies, and dealing with queries, complaints and incidents.
* Co‑ordinating with the Head of Operations and Service Leads for smooth supervision during operational hours.
* Line‑managing a team of Operators, conducting appraisals, probationary reviews and return‑to‑work interviews.
* Maintaining effective teamwork, supporting staff rota coverage, and reporting training progress to Learning and Development.
* Monitoring key performance indicators via call audits, raising concerns and training needs.
* Escalating incidents, complaints, and compliments on Ulysses and providing first‑point of contact for complaints on shift.
* Ensuring accurate record‑keeping, database maintenance, and providing concise handovers.
Qualifications
Essential
* GCSE Standard Maths & English
Desirable
* Customer Care or Management Qualification
Experience
Essential
* Experience of working with patients
* Excellent communication skills, able to articulate at all levels
* Positive representation of the company in all communications
* Good IT skills – competent with email and Microsoft Office, adaptable to other software
* Ability to manage and deliver successful performance indicators
* Strong written communication skills – clear, logical writing
Desirable
* Track record of leading a team in a call centre environment
* Knowledge of Adastra and Rotamaster
* Knowledge of the phone system and ability to log issues with IT, escalating as needed
Employee Benefits
* Living Wage Employer
* NHS Pension Scheme
* NHS Blue Light Card/Discount Scheme
* Flexible Working
* Career Development
* Competitive Rates of Pay
* Generous Holiday Entitlement and long‑service enhancements
* Well‑being Schemes
Person Specification
Essential qualities include strong teamwork, responsibility, composure under pressure, cooperative support, tolerance, self‑awareness, commitment to development, and passion for achieving results.
Employment Details
Contract: Permanent
Working Pattern: Part‑time
Location: International House, Pepper Road, Stockport, SK7 5BW
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