Assistant Call Centre Manager

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. 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 Shropdocs clinical services, we encourage you to apply.,

• Assist the Call Centre Managerin the operational management of Shropdocs Call Centre, ensuring the effectivedelivery of our clinical services.
• Deputise for the Call CentreManager as required, based on operational needs.
• Manage crisis situations duringescalation and disaster recovery, ensuring continuity of service.
• Provide administrative supportfor the non-clinical rota, assisting with scheduling and resource management.
• Support recruitment andtraining activities within the Call Centre.
• Offer general administrativeassistance to the daytime clinical services team.
• Provide flexible cover for TeamLeader shifts during periods of absence, including out-of-hours coverage., The main purpose of the role will be to provide operational support to the Call Centre Manager in the day-to-day running of Shropdocs Call Centre, enabling the delivery of our portfolio of clinical services.
The role will deputise for the Call Centre Manager according to operational requirements. The post holder will be responsible for managing crises during escalation and disaster recovery situations. Additional duties will include providing administrative support for the non-clinical rota, assisting with recruitment and training, and offering general administrative support to the daytime clinical services. The postholder will also be expected to work flexibly to cover Team Leader shifts out of hours during periods of absence. 1. KEY TASKS AND RESPONSIBILITIES Supervision Responsibilities You will deputise for the Call Centre Manager in their absence, having 1-2-1s with Team Leaders to discuss any day-to-day issues that may arise during the covering period. You will support the Call Centre Manager in effectively managing the development, promotion and maintenance of a healthy employee relations culture and staff engagement. You will build and maintain collaborative and productive working relationships with various stakeholders offering practical advice and guidance regarding operational matters. You will work closely with Call Centre Manager to monitor and drive individual and team performance. You will be expected to manage and coordinate elements of service provision, projects and procedures, to support the Call Centre Manager. Support the Call Centre Manager with the investigations of complaints and incidents, actioning any outcome as necessary. To support with planning preparation for bank holidays. Liaising with SATH regarding outpatient appointments availability, updating operational systems and opening / closing phone lines as needed. Call Centre Rota Management Take responsibility for maintaining an up-to-date and fully staffed Call Centre Rota, ensuring compliance with Working Time Regulations. Accurately record and track any shift changes, holidays, sickness, or other employee absences to ensure that staffing levels are appropriately managed. Collaborate with Human Resources Department to ensure that all attendance and absence records are accurate and monitored in accordance with organisational policies and regulatory requirements. To be responsible for monitoring staffing levels and proactively identify recruitment needs as they arise. Accurately record and update all staff adjustments for the Call Centre in the Rotamaster system, ensuring real-time tracking of scheduling changes and staff allocations. Ensure the complete administration of the Call Centre Rota is consistently maintained, adhering to organisational policies and procedures, and promptly address any discrepancies or issues that arise. Maintain the Manager on Call Rota on behalf of the Operational Managers. Attend the Rota Team operational team meetings on a regular basis. Training Responsibilities Proactively identify and assess the training needs and acting as a mentor and coach. Ensure that all statutory and mandatory training requirements for the Call Centre are consistently up to date. This includes monitoring statutory and mandatory training, tracking completion, and ensuring that all employees complete necessary training within required timelines. Work closely with relevant Team Leaders to identify any outstanding training to ensure compliance. To be responsible for arranging all Protected Learning Time Sessions, when Shropdoc covers daytime General Practice closures. Policy and processes Take responsibility for ensuring that all relevant policies, procedures, training materials, handbooks, and training aids are regularly reviewed, updated, and maintained to reflect the most current standards, regulations, and best practices. Take the initiative to identify opportunities for process improvements and implement new procedures as needed to enhance operational efficiency, meet changing business requirements, or address specific challenges. Recruitment and onboarding To be responsible for recruitment and onboarding in the Call Centre, liaising with the Human Resources Department. Other responsibilities To provide operational support for all work streams within the Call Centre on a day to day basis. Be the Smartcard Sponsor, responsible for coordinating the issuance of new Smartcards as required, managing staff user profiles, and overseeing all aspects of Smartcard administration. Provide support and actively participate in relevant meetings as required by the role. This includes preparing for and attending meetings, contributing to discussions, and ensuring that key information and updates are communicated effectively. Collaborate with team members and stakeholders to address any issues, share insights, and support decision-making processes that align with organisational goals and priorities." Support in the coordination of all staff appraisals and 1-2-1 meetings, ensuring they are conducted in accordance with organisational policies and procedures, and ensuring timely completion for all staff members. Responding to ad hoc queries from Team Leaders and employees and provide advice and support when requested. To liaise with the IUC Directory of Services Lead to ensure that the 111 Directory of Services (DoS) is up-to-date. In liaison with the Call Centre Manager, 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. To provide support to Clinicians to enable the smooth running of our day-time Clinical services.


• Experience in a customer service or call centre role, with experience in a supervisory or team leader capacity.
• Proven ability to manage, motivate, and develop teams to meet performance targets and deliver excellent customer service.
• Good all round organisational and leadership skills with a problem- solving ability.
• Ability to deal with a busy working environment with various demands and escalations.
• Strong verbal and written communication skills, including the ability to convey information clearly and effectively to both customers and team members.
• Ability to work closely with both management and frontline staff, fostering a positive team culture and resolving conicts where necessary.
• Ability to prioritise, plan and focus on deadlines, work under pressure and against agreed timeframes and performance targets.
Desirable
• Familiarity with key performance indicators (, Average Handle Time, First Call Resolution, Customer Satisfaction Scores) and how to improve them
• Experience of developing policies, and standard operating procedures.
• Keeping up to date with industry trends, technology, and innovations
• that can improve call centre efficiency and customer satisfaction.
• Previous experience of using bespoke systems (ie : RotaMaster, Adastra, EMIS).
• Knowledge of the Working Time Directive Regulations.
• Experience in monitoring and managing call centre performance, including setting goals, conducting reviews, and ensuring KPI targets are met
Other Essential Must be exible with covering for staff absence as required. Desirable An understanding an appreciate of safeguarding but training given.,
• Excellent negotiation and listening skills.
• Ability to build trusted. stakeholder relationships and wider support networks.
• People management skills : persuasion, negotiation and appropriate
• authoritative inuence.
• Positive and pro-active approach to work and change.
• Reliable and resourceful.
• Empathetic and caring.
• Able to quickly gain respect from team colleagues and various other stakeholders.
• Must be self-motivated with a can-do attitude and ability to work and deliver under pressure.
Desirable Innovative and creative approach. Qualifications Essential
• A good standard of Education.
• Business Administration qualification.
Desirable
• IOSH Managing Safely.
• Customer service qualification.
  
  About us Shropdoc is a not-for-profitcompany established in 1996. We provide 24 / 7 urgent primary care services forpatients across Powys, Shropshire, Telford and Wrekin, and Lancashire,including out of hours service GP, care coordination, single point of access inShropshire, and an oncology advice line.
Shropdocsmission is to keep the patient at the heart of all that we do . We aim to achieve excellence in thecare we offer to our patients, providing a safe and high-quality service thatis easily accessible. We care about our team of over 200 colleagues. We strive toprovide quality patient care, a working community with integrity and kindness,and are committed to continually developing our staff. Our vision and values ofCommunity, Quality, Kindness, Integrity, and Development are at the heart ofall that we do, enabling us to achieve the best outcomes for patients and forour colleagues. Shropdoc iscommitted to safeguarding and promoting the welfare of our patients and expectsall staff, contractors and volunteers to share this commitment. Candidates will undergo thorough onboardingand safeguarding checks including checks with the Disclosure and BarringService. We want toencourage individuals from all backgrounds, experiences and beliefs, who shareour mission of keepthe patient at the heart of all that we do to work with us.


• Competitive salary and benefits package : 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.