Job Advert
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.
** 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 **
The successful candidate will be joining the Telecommunications Switchboard Team assisting in the provision of a high quality and comprehensive Switchboard Service to support NHS Lothian.
Working as a Telecoms Operator, supporting a 24/7 service applicants need to be able to work a shift pattern spread across 7 days with a 2-day rest period built in to the shift. Shifts requirements are Early Shift 08:00-16:00 and Back Shift 14:00- 22:00. Rosters are published at least 8 weeks in advance of shift pattern changes.
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 or a loved one who has been admitted to hospital.
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, Telecommunications Service Manager on 07971 080918 or at Julie.Denholm@nhslothian.scot.nhs.uk or Marie Bell, Switchboard Manager, Telecoms at Marie.Bell@nhslothian.scot.nhs.uk