Overview
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.
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.
Role Summary
Team Lead – Switchboard (Grade Band 4, Permanent, Lauriston Building, Edinburgh). The service operates 24 hours a day 7 days a week, including public holidays. Staff work a mix of shifts in an 8‑week rotation. Salary: £30,353 rising to £33,016 per annum (placement on salary scale depends on confirmation of previous relevant NHS service). Shift enhancements will be applied for out of hours, weekend and public holidays.
Responsibilities
* Lead a team of B3 Senior and B2 Call Handlers, supporting daily operations.
* Provide a consistently excellent switchboard service, handling routine queries and emergency situations with calm professionalism.
* Listen sensitively and communicate clearly and accurately. Patients may be anxious or upset; instill confidence with an enthusiastic, focused and professional approach to every call.
* Demonstrate excellent leadership skills, communication skills and an ability to maintain concentration and accuracy in a complex environment.
Qualifications & Essential Criteria
* Excellent leadership, communication and customer service skills.
* Excellent listening and questioning skills to obtain the right information.
* Ability to follow instructions and procedures and remain calm during challenging situations.
* Experience in a call handling or switchboard environment (preferred).
Benefits
* 35 days annual leave (rising to 41) pro‑rata (new to service: 27 days annual leave plus 8 days public holiday lumped into annual leave allocation).
* Enhanced pay for working during out of hours periods.
* Enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme.
* Enrolment into the NHS discount scheme on goods and services.
How to Apply
Please read the attached Job Pack for further information and details on expected timelines for the recruitment process.
Informal enquiries: Marie Bell, Switchboard Manager, Telecoms, Marie.Bell@nhslothian.scot.nhs.uk or Julie Denholm, Telecommunications Service Manager, Julie.Denholm@nhslothian.scot.nhs.uk, 07971 080918.
Apply online.
#J-18808-Ljbffr