Assistant Call Centre Manager

Location: Shropdoc Call Centre, Shrewsbury

Salary:  (£28,000pa to £30,000pa, depending on qualifications & experience)

Contract Type:  Full-time, permanent

About us:  Shropdoc is a not-for-profit company established in 1996. We provide 24/7 urgent primary care services for patients across Powys, Shropshire, Telford and Wrekin, and Lancashire, including out of hours service GP, care coordination, single point of access in Shropshire, and an oncology advice line. 

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.

Role Overview: We are seeking an experienced and dynamic Assistant Call Centre Manager to provide vital support to the Call Centre Manager in the day-to-day management of our Call Centre operations. This is an exciting opportunity to contribute to the smooth running of our clinical services while ensuring excellent operational efficiency.

Key Responsibilities:

• Assist the Call Centre Manager in the operational management of Shropdoc’s Call Centre, ensuring the effective delivery of our clinical services.
• Deputise for the Call Centre Manager as required, based on operational needs.
• Manage crisis situations during escalation and disaster recovery, ensuring continuity of service.
• Provide administrative support for the non-clinical rota, assisting with scheduling and resource management.
• Support recruitment and training activities within the Call Centre.
• Offer general administrative assistance to the daytime clinical services team.
• Provide flexible cover for Team Leader shifts during periods of absence, including out-of-hours coverage.

The Person:  We are looking for a highly organised individual with strong leadership potential and the ability to work under pressure. You should have experience in operational support, crisis management, and administrative duties. Flexibility is key, as the role will require occasional out-of-hours hours. 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, 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 human.resources@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 29^th November 2024

Interviews will be held on:  Friday, 6^th December 2024

Download application form

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.