Despatcher (Weekends/Bank Holidays)
This is a permanent position working a minimum of 12 hours per week
The closing date for applications is Wednesday 29th January 2025
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. This includes out of hours GP services, care coordination, single point of access in Shropshire, and an oncology advice line. Our Primary Care Centres offer support to patients who have pre-booked appointment times to avoid unnecessary waiting, and are mostly located within hospitals around the Shropshire, Telford and Wrekin, and Powys areas.
The Role
Reporting to the Call Centre Manager, as a Despatcher, you’ll join the team working on a rota at our Shrewsbury office, whose focus is to coordinate and manage the despatch of home visits and appointment books. You will help achieve this support for Clinicians by:
Handling inbound calls from members of the public & health care professionals.
Managing the appointment books for patient face to face appointments at our hospital sites.
Managing the despatch of home visits requests to the appropriate clinician/car.
Updating patients, colleagues & clinicians where appropriate.
Adhering to strict timescales and targets.
Real time monitoring of visit and appointment books
Follow appropriate escalation measures when needed.
Provide administrative support to colleagues and clinician as necessary.
All data to be input on our nationally recognised systems.
Support health care professionals internally and externally.
You must be able to prioritise and work on your own initiative, have strong communication and interpersonal skills along with the ability to handle confidential information with complete discretion and integrity.
The Package
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.
You will be provided with full training, and will benefit from:
· Employed on a permanent contract with a minimum of 12 hours per week, with additional hours often available.
· NHS pension scheme
· Paycare healthcare benefits for all staff and dependants
· Access to national discounts including the Blue Light Card and Health Service Discounts
· Career development opportunities
· 25 days annual leave plus bank holidays pro rata, rising to 27 days pro rata after 5 years’ service, and 29 days pro rata after 10 years.
· Company sick pay
· Pay rate of £12.09 per hour 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
· Cycle to work scheme.
This role has no fixed rota pattern as you will be expected to provide absence cover and shift support. We aim to give you a minimum of two weeks’ notice to confirm the start times of your shifts although flexibility is required working between the hours of 0700 and 0100. Overtime is often available e.g. occasional weekday evening shifts from 1830 hours. The role will include bank holidays.
Our Requirements
· Proven call handling or phone-based customer service experience
· An excellent telephone manner, with strong communication and interpersonal skills
· Discretion and integrity with the ability to handle confidential information.
· Good standard of computer literacy
· Ability to prioritise and work on your own initiative, and as part of a team.
· Flexible, reliable, self-motivated, and resourceful
· Good geographical knowledge would be an advantage
Previous experience in a similar role would be an advantage but is not essential as full training will be provided.
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 ( - please click 'Download Application Form' link ).
Applications forms and 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.
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.