Senior Call Handler

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.

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.

To work in the United Kingdom, there is a legal requirement for an individual to demonstrate that they have the relevant permission to work in the country. This permission is, without exception, granted by the UK Visa and Immigrations Service. Further information on what NHS Scotland Boards are required to do to check this as well as what your responsibilities include can be found in the further information for this vacancy.

Due to legislative changes from 1 April 2025, this post may require a different level of criminal records check done than is currently the case. If the post is assessed as a "regulated role", your appointment will be subject to joining the Protecting Vulnerable Groups (PVG) Scheme. If there is any change to what is currently required, this will be confirmed by either the Hiring Manager or the Recruitment Team. For more details on these changes please visit: .

The use of the term "Senior" in this post refers only to the level of experience and responsibility required for this post rather than age. As such, applications from people of all ages are welcomed, subject to meeting the relevant criteria.

At NHS Lothian, we are committed to providing care that reflects our core values of Care, Compassion, Quality, Dignity, and Respect. As a Senior Call Handler, you will demonstrate these values in every interaction by treating all callers with empathy and professionalism, maintaining confidentiality, and ensuring that every conversation supports safe and effective patient care. We value teamwork, integrity, and a positive approach to problem-solving, and we expect all staff to uphold these principles in their daily work.

Role Requirement

The successful candidate will join the NHS Lothian Switchboard Team, contributing to the delivery of a high-quality and comprehensive Switchboard Service that supports patient care across NHS Lothian.

Working as a Senior Call Handler within a 24/7 service, you must be able to work flexibly. Rosters are published at least 8 weeks in advance; however, there may be occasions where short-notice changes are required to maintain service continuity during staff absence. Any changes will be discussed with you before implementation.

You will need to listen sensitively and communicate clearly and accurately. Patients and callers may be anxious or upset, and they will rely on you to provide reassurance through a calm, professional, and compassionate approach to every interaction.

The Post Holder Is Expected To Demonstrate
Excellent communication skills, with the ability to listen and ask appropriate questions to obtain accurate information.

Consistent attention to detail and a commitment to delivering high standards of customer service.

The ability to follow procedures and remain composed in challenging or complex situations.

You will often work in a busy environment that requires concentration and accuracy, while supporting individuals who may be unfamiliar with NHS services or concerned about loved ones admitted in an emergency.

Before applying applicants should ensure they carefully read the role requirements and meet the essential criteria in the Job Specification document

Please read the attached Job Pack for further information and details on the role

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 pm or