Company: NHS
Location: Shrewsbury
Posted: May 10th, 2026
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:
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.
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:
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:
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
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.
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:
Responsible for carrying out the Disaster Recovery processes:
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:
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:
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.
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.
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.
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.