262538 Senior 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.

AI tools like ChatGPT or Copilot can be great for planning and preparing your application—but your answers must be your own.

• Show us the real you: Your application should reflect your skills, experience, and motivations authentically.
• Use AI wisely: It’s fine to use AI for ideas or to check spelling and grammar, but don’t let it write your answers.
• Why this matters: Applications that rely on AI-generated content may be withdrawn. By applying, you confirm your responses are based on your own knowledge and achievements.

Tip: Think of AI as a helper, not a substitute. We want to understand you—not an AI tool.

To assist in the provision of a high quality 24/7 365 switchboard service. Handling a variety of incoming and outgoing calls to NHS Lothian, through the centralised Switchboard Service based at Lauriston Building in Edinburgh and St John’s Hospital. This service is delivered in and out of hours.

To provide Telephony and Paging calls, and is the central point for receiving and processing Medical Emergency and various Alarm calls e.g., cardiac arrest calls, trauma calls, fire calls, medical gas alarms, lift entrapments etc.

Responsible for handling Major Incident Call Outs and delegates tasks to members of Switchboard Team during a Major Incident Stand-up/Declared situation.

Manages appointment enquiries generated by the Lothian Appointment Text reminder service.

Takes calls from the public for out of hours patient admissions in line with General Data Protection Regulation (GDPR) using Trak.

Manages an effective and efficient Out of Hours password reset service for the whole of NHS Lothian for major IT patient care systems.

This role works to an 8-week rolling 24/7 roster, including days, nights, weekends, evenings and public holidays. Applicants must be able to work the full roster pattern.

For further information on what is included in the role and what skills/experience are being looked for, click on the links at the bottom of the screen to the job description and person specification. If after reading this information you have any questions, please contact Julie Denholm, Telecoms Services Manager on 0131 441 8585 or by email Julie.Denholm@nhs.scot

To work in the United Kingdom, there is a legal requirement for an individual to demonstrate that they have the relevant permission to work in the country. This permission is, without exception, granted by the UK Visa and Immigrations Service. Further information on what NHS Scotland Boards are required to do to check this as well as what your responsibilities include can be found in the further information for this vacancy.

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.

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.