Call Handler (Enhanced Salary and Benefits Package applies) Dundee, South Queensferry, Clydebank August

Project Management
Uk
August 8, 2025
Full Time Part Time Permanent
Apply Now

Job Description

Important Note

This vacancy is only open to individuals who have NOT applied within the last 6 months. Repeat applications within that timeframe will not be considered.

About NHS 24

NHS 24 is Scotland’s national provider of telehealth and telecare services, offering 24/7 access to health advice, triage, and information via telephone and online services. As part of a dynamic and essential frontline service, you will contribute to patient care across Scotland.

About the Role

As a Call Handler, you will be the first point of contact for patients calling the 111 service. You’ll play a vital role in gathering essential information from callers, often in high-pressure or emotionally charged situations, and work closely with clinical supervisors to ensure patients receive the most appropriate care and advice.

You will also support access to services such as the Out of Hours Dental Service and other community-based NHS services.

Key Responsibilities

  • Answer and handle incoming patient calls via the 111 service

  • Use questioning techniques to accurately gather and record patient details

  • Navigate multiple IT systems with accuracy and efficiency

  • Communicate clearly and calmly, often in stressful situations

  • Escalate emergency situations immediately to the appropriate services (e.g., SAS)

  • Use interpretation tools (e.g. Language Line) when required

  • Follow strict protocols and processes to ensure safe patient outcomes

What We’re Looking For

  • Experience in a fast-paced, service-based environment (call centers, hospitality, etc.)

  • Confident computer user, able to manage multiple systems simultaneously

  • Strong communication skills, both verbal and written

  • Ability to remain calm and focused in high-pressure situations

  • Excellent attention to detail and data accuracy

  • Able to follow structured processes and work well within a team

  • Comfortable handling sensitive, confidential, or distressing calls

Training

  • Mandatory 3-week training program

  • Typically 30 hours per week (mix of daytime and evening sessions)

  • Evening-only training may be available but is not guaranteed

Benefits

  • 35 days annual leave (rising to 41) pro-rata

  • SPPA pension scheme enrolment

  • Enhanced pay for public holidays

  • NHS discounts on a wide range of products and services

  • Employee Assistance Program (EAP)

  • Cycle to Work Scheme

  • Study bursaries, classroom-based and e-learning opportunities

  • Commitment to equality, diversity, and anti-racism

  • Supportive work environment with flexible shift option

Recruitment Process

  • Shortlisted candidates will complete an online assessment

  • Successful candidates will be invited for a telephone interview

  • If selected, you’ll be offered a role subject to pre-employment checks and induction availability

  • If all spaces are filled, you may be placed in a talent pool for future intakes

Right to Work in the UK

Please note: NHS 24 does not provide sponsorship for visa applications. Applicants must already have the legal right to work in the UK. Your right to work will be verified during the recruitment process.

Apply Now

If you’re ready for a rewarding role where you can make a real difference, apply today via the NHS Scotland careers portal. Be sure to review the digital job pack and person specification carefully before submitting your application.

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