Duty Shift Leader - South Africa ONLY in Croydon, England at LineIn

Duty Shift Leader – Real-Time Operations

91 GP practices. Live systems. Problems that need fixing in minutes, not hours.

LineIn answers the phones for NHS GP practices across the UK, with call handlers and an AI receptionist working side by side. When a phone line fails at 08:01, a queue builds at one practice while another sits quiet, or an AI call goes somewhere it shouldn't, our Duty Shift Leader is the one who spots it and puts it right.

This is a hands-on technical role. You'll be across our dashboards, telephony and AI systems all shift, reading live data, reacting fast when something breaks, moving people to where they're needed and keeping practices informed until it's fixed. If needed, you will need to jump on calls if there is absence to keep the business running and to not let down our clients and our patients.

You'll need strong IT skills and be the person others turn to when technology misbehaves. You're quick to spot a problem, quick to act, and comfortable running several systems at once without losing track. Experience in real-time operations, workforce management or a busy contact centre is essential. NHS or AI contact centre experience is a bonus.

THE DETAILS:

Where: Hybrid, South Africa

Hours: 7.5 hours a day, Monday to Friday, rotating shifts between 08:00 and 20:00 UK time

Contract: Permanent, full-time

Your home set-up: Windows 11 PC (not a Mac), two screens. A reliable, high speed fibre internet and a secondary solution for internet shortages is essential. Backup power for load-shedding in South Africa is also essential for this role.

Salary: Based on experience

Start date: 06/10/2026

Interviews: Week commencing 28/09/2026

Closing date: 24/09/2026