Modern Apprenticeship Call Handler - NHS Lothian Switchboard

Job Title:

Call Handler - NHS Lothian Switchboard

Vacancy Details:

Grade: Band 2

Contract: Permanent – Part Time and Full Time positions available

Location: Lauriston Building, Edinburgh and St John’s Hospital, Livingston

Hours: FT post 37hrs and  PT 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. Entry level is £23,362. 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

Role requirements:

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

Further information:

You will be supported in your role, and you will have the opportunity to learn and gain the following:

• Diploma in Digital Applications at SCQF Level 6
• Embed essential employability skills to support career development.
• Effective planning and organisational skills
• Enhance your Administrative and IT skills within a busy healthcare environment
• Understanding of working in a healthcare environment
• Working alongside multiple teams to support the delivery of high-quality patient care
• Increase confidence in dealing with the public and effective communication skills in the workplace
• How to establish a report with a multi-disciplinary team and gain the confidence of patients and relatives
• How to address the equality and diversity needs of patients, relatives and staff
• Support to develop further on successful completion of the Modern Apprenticeship through an established career pathway (see attached document for more information on the opportunities that may be available)

What you need to apply:

• Candidates must be between 16-24yrs of age (or the age of 29 if you have a disability or have lived experience of the care system) 
• Have gained a National 4 or above in English and Mathematics or core skills at level 4 at grade C or above, which were achieved within another qualification.   
• Align to the NHS Lothian Values and work to these every day.
• Evidence of working as part of a team could have been gained from Prior work experience, within education, any volunteering you may have done or if you have completed any awards such as Duke of Edinburgh.
• Have a passion for working within a healthcare setting and making a real difference in people’s lives.
• You are committed to doing your best and completing the Modern Apprenticeship with a positive attitude to the programme.

The recruitment process will consist of various stages, all of which are mandatory, please see the dates below:

• 4^th October 2024 - Information Session to be held in person
• 14^th or 15^th October 2024 - Face to Face Interview