Call Agent

2 part time posts are available (22.2 hours per week) About The OrganisationNational Services Scotland (NSS) is a national NHS Board operating right at the heart of NHSScotland providing invaluable support and advice at a strategic and operational level. NSS supports customers to deliver their services more efficiently and effectively and we offer shared services on a national scale using best-in-class systems and standards. Our priority is always the same to improve the health and well-being of the people of Scotland. We do this by working in partnership with colleagues across Health and Social Care to deliver fit for purpose solutions and systems, delivering high quality services that help our stakeholders to free up resources so they can be re-invested into essential services.The Primary and Community Care Directorate hosts a number of programmes and operational services vital to Scotland’s service delivery and transformation. This includes services managing relationships and working in partnership with Scottish and UK Governments, NHS Boards, Public Health Scotland, NHS Health Improvement Scotland, NHS Education for Scotland and academic and commercial partners to deliver a dynamic response at national scale.The PostThe National Contact Centre (NCC) was created in response to the COVID-19 pandemic and has successfully delivered population scale services for COVID testing, contact tracing. NCC is a call centre with staff on public facing helplines, helping citizens of Scotland to book and reschedule vaccination appointments, signpost to health and social care services, while ensuring accurate data entry as a key element of their role. NCC is committed to excellent customer service.The CandidateAs a member of the team, you will fully contribute to and participate in supporting National Service Scotland (NSS) to improve the health and well-being of the people of Scotland. It is vital that you demonstrate the values of NSS with openness, integrity, respect and care being at the heart of those values.ExperienceQualifications & Experience Required:Experience of working in a call centre environmentExperience of establishing and maintaining good relationships with citizens.Skills And KnowledgeEffective communication and interpersonal skills, with an excellent telephone mannerAbility to show empathy to individuals who may be distressed by their situation and to identify solutions to issues or concerns raisedAbility to work independently, manage and prioritise own workload and cope with competing demandsAbility to work effectively within a multi-disciplinary teamProficient in the use of Microsoft Office suite, including Word and ExcelProficient in the use of electronic systems, databases, or other information systems to support the public health management of casesLocation and Working Pattern:The base for these posts will be Gyle Square, Edinburgh.Currently hybrid working.The work pattern for this post is Monday to Saturday, 22.2 hours per week.Service delivery hours are 9am to 6pm Monday to Friday and 9am to 1pm on a Saturday.It is a condition of this employment that you must live and remain a resident within the UK for the post in which you will be employed with NSS.BenefitsOur benefits package includes pension scheme, comprehensive range of work life balance policies, occupational health services, learning resource centres and discounted leisure, financial and shopping benefits.Inclusionis a national board and, as an anchor institution, it is our ambition to be a diverse and inclusive organisation where everyone feels welcome. We recognise that flexible working creates an inclusive workplace where employees can thrive and feel confident about their ability to balance their personal and professional responsibilities. This is supported through Once for Scotland flexible working policies. NSS has made a long-term commitment to staff health and well-being and offers many learning and development opportunities to support and improve our approaches to diversity, inclusion and mental health in the workplace. There are a number of equality staff networks in place which all staff are welcome to join. We are also an equal opportunities employer and as such guarantee to interview all disabled applicants who meet the minimum criteria for our vacancies. As an accredited Disability Confident Leader, it is the aim of NSS to offer a fully accessible and inclusive recruitment service that supports applicants on their candidate journey. If you are interested in any reasonable adjustments, please contact the Recruitment Team on NSS.wfrs@nhs.scotFurther InformationFor an informal discussion on the post, please contact Gordon Bruce on gordon.bruce7@nhs.scot Closing date for completed applications is 3 December 2025.Further Information On NSS Is Available FromPlease note that the majority of correspondence is sent by e-mail only, so please check your e-mail regularly (including junk folders).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