Call Operator

Looking for a permanent role with excellent salary enhancements, role progression opportunities, and competitive benefits package with the largest employer in Scotland?

Who We Are:

As NHS Scotland's unique provider of a national tele-health and tele-care service, we are responsible for the delivery of health advice and information by telephone and online services to the population of Scotland 24 hours a day, 365 days a year. NHS 24 is a patient-focused service providing the people of Scotland with triage, advice, guidance, referral and information on health and healthcare services

Where We Are:

Our Regional Centres are located at Hillington, Cardonald, Clydebank, South Queensferry, Dundee and Aberdeen, and this role can be based at any of the centres in bold text. More details including the centre addresses can be found within the job pack.

If looking for a role in the West of Scotland, you will be allocated to one of the three centres in that locality, depending on seating and rota availability.

This Role:

As a Call Operator, you will be part of a busy and growing team playing your part in helping to ensure that patients and the public are first in everything NHS Scotland does. This will involve collecting and recording patient information, identifying patients in need of an immediate response, and directing callers to clinical colleagues or to other NHS services for further assessment. You will be expected to follow instruction and adhere to process whilst listening sensitively and communicating clearly with the callers.

Shift patterns available:

There is the option of working weekends only for 12 hours per week (two rota variations) or 24 hours per week, (all hours are worked on average across an 8 week rota pattern). Example rotas can be viewed within the job pack.

• Option 1 – Working 8 out of 8 weekends (12 hours)
• Option 2 – Working 6 out of 8 weekends (12 hours)
• Option 3 – Working 6 out of 8 weekends including nightshifts (24 hours)

Our Enhanced Salary Package

NHS 24 offers a complete benefits package, with a permanent contract on Band 2 £21,814 - £23,808 (pro rata for part-time hours).

Competitive salary enhancements for working unsocial hours are in addition to the above basic starting salary, this means that the following hourly rates would be applicable.

• Basic Hourly Rate of £11.15
• Saturday / After 8pm Weekday Hourly Rate of £16.06
• Sunday / Public Holiday Hourly Rate of £20.97

• Placement on salary scale is dependent on confirmation of previous relevant NHS service. NHS 24 shift patterns command an average uplift of 33% in addition to the basic salary shown. Dependent on individual shift patterns, this information is indicative only, and cannot be taken as guaranteed.

Additional Benefits

We also offer you many supportive policies to enhance your employee journey and have a comprehensive Employee Assistance Programme Provider, Cycle to Work Scheme, bursary scheme and a range of learning and development.

As an NHS Scotland employee, you will be entitled to:

• 35 days annual leave (rising to 41) pro-rata
• development opportunities including study bursaries, e-learning and classroom-based courses
• enhanced pay for working during out of hours period (see above)
• enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme
• NHS discounts on goods and services
• HELP, employee support and assistance

Interested?

Please download the Job Pack for full details of NHS 24 and this opportunity as well as the Candidate Application Guide which will support you in your application.

We recommend that prior to application candidates read all the information provided in the Job Pack as it contains much of the information about NHS 24 and this vacancy to support a successful application.

The closing date for submitting your completed application is midnight on 17th February 2023 however we recommend candidates apply as soon as possible, as there are limited spaces available. We look forward to hearing from you!

Please visit our NHS24 career website: https://careers.nhs24.scot/

Recruitment Timeline

Advert closing date

Midnight Friday 17th February

Shortlisting finalised by hiring manager(s)

Friday 24th February

Interviews

Commencing from Friday 27th February

Potential start dates

Induction Dates will start from March onwards*

5 days training is provided

Training schedule

• Start dates will be dependent on all pre-employment checks being completed and availability on our induction training programme. The above timelines are subject to change.

NHS 24 is an equal opportunities employer committed to advancing equality and particularly welcomes applications from groups of people currently underrepresented within the workforce. We are a committed participant in the Disability Confident Leader Scheme and guarantee to interview all disabled applicants who meet the minimum essential criteria for our vacancies.