197270 Call Handler

NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.

We will fully support disabled candidates, and candidates with long-term conditions or who are neurodivergent by making reasonable adjustments to our recruitment policy and practices.

Call Handler - NHS Lothian Switchboard

Grade: Band 2

Contract: Permanent – Part Time

Location: Lauriston Building, Edinburgh / St Johns Hospital

Hours: 30 per week - negotiable hours. The service operates 24hrs a day 7 days a week, including Public Holidays.  Staff work a mix of shifts over an 8 week shift rotation

Salary: £23,362 - £25,368 (pro rata). Entry level is £23,362 (pro rata). Placement on salary scale is dependent on confirmation of previous relevant NHS service. Shift Enhancements will be applied for out of hours, weekend and public holidays

The successful candidate will be joining the NHS Lothian Switchboard Team assisting in the provision of a high quality and comprehensive Switchboard Service to support NHS Lothian.

Working as a Call Handler, supporting a 24/7 service applicants need to be able to work flexibly.  Rosters are published at least 8 weeks in advance of shift pattern changes, however there may be a requirement for short notice changes due to service gaps for periods of staff absence. Changes in shift patterns will be discussed with staff ahead of any changes being made.

You must be able to listen sensitively and communicate clearly and accurately. Patients you speak to may be anxious or upset and they will rely on you to instill confidence with your enthusiastic, focused and professional approach to every call.

The post holder will be expected to have excellent communication skills, consistent attention to detail along with excellent customer service skills. The ability to listen and question callers to get the right information is key to the role.

Other useful abilities include the ability to follow instructions and procedures and the ability to remain calm during a challenging situation.

The post holder will need to be able to maintain concentration and accuracy in what can often be an intense, complex and sometimes challenging environment. Often dealing with frustrated and upset people who are looking for a service that they are not familiar with.

Benefits: As an NHS Lothian employee on a 7day rotational shift pattern, you will be entitled to:

• 35 days annual leave (rising to 41) pro-rata (New to service is 27days annual leave plus 8 days Public Holiday which is lumped into your annual leave allocation)
• enhanced pay for working during out of hours periods
• enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme
• NHS discounts on goods and services

Before applying applicants should ensure they carefully read the role requirements and meet all essential criteria in the Job Specification document

Please read the attached Job Pack for further information and details on expected timelines for the recruitment process

Informal enquires to:

Marie Bell, Switchboard Manager, Telecoms

Marie.Bell@nhsl.scot

Or

Christine Walker, Team Lead

Christina.Walker@nhs.scot

**Please note we anticipate a high level of interest in this position and may close the vacancy early once a sufficient amount of applications are received. Therefore, please make sure you complete and submit your application at an early stage**