Job Summary
Mastercall Healthcare is a social enterprise organisation. Our mission is to achieve excellence in the care of our patients, providing a safe and caring high‑quality service that is easily accessible. We provide several innovative out‑of‑hospital services, that have patients at the forefront of every service we provide.
An exciting opportunity has arisen to appoint a part‑time Shift Lead. We work on a two‑week rota and have the following set shifts available.
Week 1
* Wednesday 13:00-18:00
* Saturday 18:00-22:00
Week 2
* Tuesday 08:00-13:00
* Wednesday 13:00-18:00
* Thursday 08:00-13:00
* Friday 13:00-18:00
* Saturday 13:00-18:00
* Saturday 18:00-22:00 (1 in 4)
* Saturday 18:00-23:15 (1 in 4)
* Sunday 13:00-18:00
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 as we are unable to offer graduate or visa sponsorship, and no visa extensions can be offered for this role.
Main Duties of the Job
The overall responsibility of the Shift Lead is to manage and co‑coordinate the operational needs of the call centre services department, ensuring services are delivered in a safe and efficient manner at all times. This includes supervision, training, mentorship and peer support to all staff/employees and contractors working across all service streams. As Shift Lead you will act as a senior point of contact on shift, liaise with external agencies and deal with queries, complaints and incidents.
You will liaise closely with the Head of Operations and Service Leads to ensure the smooth and efficient supervision of the services during operational hours.
Systems & General
* Receive & accept calls from patients and professionals accessing the service streams within CCS and Dental, ensuring needs are met by appropriate referral.
* Maintain sound knowledge of patient record systems, communication systems and office/computer/fax equipment.
* Escalate and report incidents, complaints and compliments on Ulyssess swiftly.
* Act as the first point of contact for complaints on shift, with up‑to‑date knowledge of complaints procedures and timescales.
* Oversee and organise the shift to meet service requirements.
* Facilitate any administration and documentation required (e.g., controlled drugs key).
* Produce statistics and informational data if required.
* Provide a full and concise handover/report to colleagues.
* Ensure all databases/files are maintained and updated daily.
* Assist Service Leads with general administration duties within your capability.
Staffing / People
* Line management responsibility for a team of operators, including 1‑2‑1s, appraisals, probationary reviews and return‑to‑work interviews.
* Promote good working relationships, taking a pro‑active role in maintaining effective and supportive teamwork.
* Provide daily supervision, training, mentorship and peer support to all staff within the CCS services.
* Assist with covering the staff rota in the event of absenteeism, liaising with the Rota Lead and Operations Manager as necessary.
* Monitor and assist training progress, ensuring competency on all levels is achieved, reporting concerns to the Service Leads/Learning and Development Manager.
* Attend regular Shift Lead meetings with the Service Leads.
* Undertake back‑to‑work interviews after periods of sickness, highlighting issues to Service Leads.
* Assist with staff appraisals.
* Assist in measuring key performance indicators by means of call audit and raise concerns/ training needs as necessary.
* Deal with staff issues professionally, liaising with Human Resources and Service Leads as appropriate.
About Us
Mastercall Healthcare has over 29 years of experience as an innovative, highly performing, award‑winning social enterprise organisation. We are passionate about providing the very best patient care at the very best place for the patient. Our social‑value ethos commits us to ensuring the very best use of the public pound, maximising the return on investment of our commissioners and supporting the NHS to deliver affordable, effective, safe, patient‑centred services. Our purpose is to ensure that we deliver safe, high quality, patient‑centred services that support people to live and age well.
We are here to support our community and our health and social care partners. We provide a range of highly effective urgent primary care services that support hospital admission avoidance and early supported discharge from hospital where clinically safe and appropriate.
Employee Benefits Include
* Living Wage Employer
* NHS Pension Scheme
* NHS Blue light card/Discount scheme
* Flexible working
* Career development
* Competitive rates of pay
* Generous holiday entitlement, long service enhancements and the option to purchase additional leave
* Wellbeing schemes
Job Details
Contract: Permanent
Working pattern: Part‑time
Reference number: B0540‑25‑0025
Job locations: International House, Pepper Road, Stockport, SK7 5BW
Salary: £15.04 an hour (£15.04 to £19.43 depending on experience and shift time)
Date posted: 12 November 2025
Person Specification
Qualifications
* Essential: Educated to GCSE Standard Maths & English
* Desirable: Customer Care or Management Qualification
General Qualities
* Strong team player, values and makes use of the skills and knowledge of others
* Takes responsibility for decisions and actions taken
* Ability to remain calm under pressure, be self‑motivated, with a flexible approach
* Works co‑operatively and supportively, remains tolerant and fair towards others, values diversity
* Self‑aware and ensures own behaviour and attitude impacts positively on others
* Committed to own development and learning
* Passion/commitment to achieving results, providing excellent services
Experience
* Essential:
* Experience of working with patients
* Excellent communication skills, articulate and able to communicate at all levels using good interpersonal skills
* Portrays a positive image of the company when communicating both inside and outside the company
* Good IT skills, competent in the use of email systems, Microsoft Office, ability to adapt to other software
* Able to manage and deliver successful performance indicators
* Strong written communication skills – ability to write clearly, logically
* Desirable:
* Successful track record of leading a team working in a call centre environment
* Knowledge of Adastra and Rotamaster
* Good knowledge of the phone system and ability to log any issues with phone systems or IT with the service desk and escalated as needed
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 Details
Employer name: Mastercall Healthcare
Address: International House, Pepper Road, Stockport, SK7 5BW
Website: http://www.mastercall.org.uk/
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