Team Leader

About us: Shropdoc is a not-for-pro?t company established in 1996. Our core services include 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 high-quality care when their usual GP practice is closed or when urgent support is needed.

Shropdoc’s mission is to ‘keep the patient at the heart of all that we do’. We aim to achieve excellence in the care we offer to our patients, providing a safe and high-quality service that is easily accessible. We care about our team of over 200 colleagues. We strive to provide quality patient care, a working community with integrity and kindness, and are committed to continually developing our staff. Our vision and values of Community, Quality, Kindness, Integrity, and Development are at the heart of all that we do, enabling us to achieve the best outcomes for patients and for our colleagues.

The Role :Reporting to the Call Centre Manager, the Team leader, is responsible for the 24/7 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 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 121’s, development needs and absence monitoring.
• 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 Clinician’s 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 Telford, Shropshire and 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 hours, (with a 30% uplift when working between 8pm and 6am on weekdays and Saturday shifts, as well as a 60% uplift on Sundays and Bank Holidays).  If you are ready to make an impact in a crucial role supporting Shropdoc’s clinical services, we encourage you to apply.

What We Offer:

• Competitive salary and benefits package: Enjoy a comprehensive benefits to include access to the NHS Pension Scheme, cycle to work scheme, flexible working arrangements, 25 days holiday, rising to 27 with length of service, contractual sick pay, Employee Assistance health programme (Paycare), paid compassionate leave.
• 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!   A full application pack is available to download from our website (www.jobs.shropdoc.org.uk).   Applications forms together with a covering letter should be submitted to recruitment@shropdoc.nhs.uk. 

At Shropdoc, we are committed to an inclusive workplace where all individuals, including those with disabilities, are valued. We encourage applications from candidates with disabilities and are dedicated to providing the support and adjustments needed for success in the role.

Closing Date:  12 noon on 27 June 2025

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.  We want to encourage individuals from all backgrounds, experiences and beliefs, who share our mission of ‘‘keep the patient at the heart of all that we do” to work with us.