Job Advert
As a vital part of NHS Scotland, NHS National Services Scotland’s purpose is to support Scotland’s Health. We do this by providing a range of specialised support services that enable NHS Boards to focus their efforts on delivering health improvement and patient care.
As we move through the phases of the COVID-19 response, NHS Scotland needs to be able to respond to the pandemic as it continues to evolve.
The National Contact Centre significantly helps to disrupt community transmission of the virus by breaking the chain of transmission between individuals through contacting people who have been diagnosed with COVID-19 and identifying those people with whom they have had contact. We also support Vaccine and Testing work.
As a result, the National Contact Centre are recruiting Team Leaders. You must be able to work a rolling roster pattern which covers the opening hours. This temporary role is currently until 31st March 2022.
You'll be working from home as a part of a remote team who support contact tracing. To this end you must be IT competent. You may undertake contact interviews and perform an initial risk assessment with the aid of the Case Management System and in line with agreed procedures and protocols. You will ensure the timely and accurate recording of information from those interviews using systems provided and additional you will provide advice as directed by protocols and procedures.
You will also remotely support Vaccine support and the National Testing programme. We’ll provide the training and support you need to be able to do the job from home.
You will manage a team, leading and motivating them in this busy and varied role will be key to our ability to deliver a sustainable contact centre service.
You’ll be managing a team virtually and you’ll need to ensure the team can deliver against a challenging workload.
You’ll be the first point of escalation for staff in relation to complex calls and queries. You will analyse, investigate and resolve complex COVID 19 queries, acting as a liaison point into the NHS Boards.
You will create an environment for success by providing regular coaching, engaging and motivating your team and proactively managing your team outputs. It is important you are a confident leader, can effectively deliver in a complex and fast moving environment.
Due to the home-working and online nature of this role, you must be proficient in the use of the Microsoft products, electronic systems and databases.
The post will be an Agenda for Change Band 5 (currently under review) with a starting salary of £26,104 per annum for full-time staff (37.5 hours per week).
The operating hours for the delivery of the contact centre are Monday – Sunday 8am to 8pm and you must be available to work a rolling roster pattern.
Further details about the activities of this role and the skills and experience required are contained in the attached job description and person specification form.
Please be aware that this advert may close early if we receive a high number of suitable applications
Please note that the majority of correspondence is sent by e-mail only, so please check your e-mail regularly (including junk folders).
The successful candidate will be required to undergo a standard Disclosure Scotland check.
Any candidate who have lived/worked overseas for more than 12 months in the preceding 5 years will also be required to provide a criminal record check from the appropriate overseas agency.
NHS National Services Scotland is an equal opportunities employer and as committed participant in the disability confident scheme, guarantees to interview all disabled applicants who meet the minimum criteria for our vacancies