Call Centre Team Leader in Shrewsbury inShrewsbury PUBLISHED FRI 6 JUN 2025 Jump to job information section

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 shift management experience preferably in a call centre environment, with excellent communications skills, the ability to work under pressure and produce and analyse statistical data. Your role will include:

• Monitoring the workload and ensuring that cases are dealt with within the appropriate times with the cooperation of other colleagues.
• Supervision of Call Centre staff to include 121s, development needs and absence monitoring.
• Managing the appointment books for patient face to face appointments and home visits.
• Maintaining and updating our database.
• Communicating with Clinicians and Drivers on home visits with regards to location, workload and timescales
• Follow all escalation measures as per protocol
• Being responsible out of hours for managing the Disaster Recovery processes (

The Person we are looking for a highly organised individual 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 local 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 MS Office.

About us

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 role which involves crossing between Out of Hours and In Hours. During the out of hours period the Team Leader will be the Responsible Person for Health and Safety. The full Job Description is attached as a supporting file.