Call Handler

Call Handler

Location:

Longbow Close, Shrewsbury

Salary: £12.52 per hour (with a 30% uplift when working between 8pm and 8am on weekdays and for Saturday shifts, 60% uplift on Sundays and Bank Holidays)

Hours:

Approximately 21 hours per week

Vacancy Type:
Permanent

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.

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.

As a Call Handler, you will play a vital role in coordinating and facilitating patient care, supporting clinicians and healthcare professionals to ensure patients receive timely and appropriate treatment.

• Act as a single point of contact for clinicians accessing emergency secondary care
• Handle incoming calls and make outbound calls to patients, healthcare professionals, and partner services
• Fast-track referrals to the most appropriate services
• Arrange outpatient appointments and hospital admissions
• Communicate with patients and professionals via telephone, email, and electronic fax
• Accurately record patient information on our clinical systems
• Provide administrative support to clinicians and colleagues as required

This is a varied and rewarding role that directly contributes to high-quality patient care.

We are looking for a highly organised, flexible, and reliable individual who thrives in a fast‑paced environment and is committed to delivering excellent service.

• Call handling or phone‑based customer service experience
• Excellent telephone manner, with strong communication and interpersonal skills
• Good geographical knowledge of the Powys area is desirable
• Ability to prioritise, 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
• Experience in a healthcare setting, call centre, or hospitality environment is advantageous (not essential)

• Competitive salary and benefits package, including:
• Access to the NHS Pension Scheme
• Generous annual leave entitlement
• Sick pay
• Cycle to Work scheme
• Employee Assistance Programme (Paycare)
• A supportive and inclusive working environment, where teamwork, respect, and development are valued
• Work‑life balance, with hours discussed and agreed with the successful candidate

If you feel you are a suitable candidate and would like to work for Shropdoc, please proceed through the following link to be redirected to our website to complete your application.

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: 30th January 2026

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.