Call Handler - Recruiting at Dundee, South Queensferry, Cardonald and Clydebank
| Posting date: | 16 March 2026 |
|---|---|
| Salary: | £28,011 per year |
| Hours: | Part time |
| Closing date: | 26 March 2026 |
| Location: | Glasgow, Scotland |
| Remote working: | On-site only |
| Company: | NHS 24 |
| Job type: | Permanent |
| Job reference: | 239288 |
Summary
The Call Handler is an integral part of a multi-disciplined team and are the first point of contact over the telephone for patients calling the 111 service. In addition, they also act as a gateway for patients to access other services such as the Out of Hours Dental service.
Working under close Clinical Supervision, the Call Handler must adhere to strict processes and protocols when gathering important information which will aid the Clinical Supervisor to determine the most appropriate and safe outcome of care.
Dealing with a wide range of clinical call types and conditions the Call Handler will maintain a calm, confident but empathetic approach reflective of the NHS 24 values, at all times.
Key Responsibilities
To be the first point of contact for the patient or carer/relative, establishing the nature of the call, identifying the appropriate assistance required from information given
On receipt of patient call, search computerised patient records, checking patient details and demographics and amending when required to maintain accuracy
Using effective questioning skills and respecting patient confidentiality, working within NHS 24 protocols and legislative requirements to update patient records
Use Third Party assistance tools to help communicate with the caller i.e.) Language Line, when English is not the patients first language
Adhere to processes and effectively navigate through the Patient Contact Management system as instructed to ensure a safe and effective patient journey for all callers, which is accurately recorded
Accurate recording and clear verbal communication of patient information
Identifying an immediate life-threatening condition and swiftly transferring to appropriate emergency SAS maintaining a calm disposition whilst reassuring caller
Use good communication skills to ensure that the appropriate service is accessed
Successful Applicant will:
Demonstrate experience of working in a service-based environment
Be confident on a variety of computer systems
Be able to multitask and navigate through multiple systems at the same time
Have good keyboard skills with a high degree of accuracy
Possess exceptional communication skills
Be able to use questioning skills to extract accurate information from patients/carers who may be in an agitated or anxious state
Demonstrate the ability to work under pressure and follow clear instructions
Shift patterns which could be available (please notes these are examples only):
Hours are worked on average across an 8-week rota pattern.
Sample shift patterns:
24 hours - this is a mix of working during the week and weekends (working 5 in 8 weekends and nightshift working)
30 hours - this is a mix of working during the week and weekends (working 8 in 8 weekends and nightshift working)
Training:
Successful candidates will be required to undertake 3 weeks classroom-based training at 30 hours per week (mixture of evening and daytime training primarily).
Following the shortlisting process successful candidates will be contacted via email to complete an online assessment. If successful at assessment stage, candidates will be contacted by a member of the recruitment team for a telephone interview. Please see the Digital Job Pack for more information.
If you are successful you will be placed in a talent pool. Candidates in the pool will be considered for future intakes as availability arises.
Our mission at NHS 24 is to create a workplace where everyone feels welcome, valued and part of the team. As an organisation that promotes inclusion, we celebrate difference, and we encourage everyone who joins us to be themselves at work.
We are progressing an Anti-Racism Action Plan, which builds on our existing equalities work, and this will help us to measure our progress towards becoming an anti-racist organisation.
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.
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.
As part of the pre-employment checks for a preferred candidate, NHS Scotland Boards will check your entitlement to work in the UK. It can be evidenced through a number of routes including specific types of visas as well as EU settled and pre-settled status. To find out more about these routes of permission, please refer to the GOV.UK website here.
Please note that NHS 24 is NOT licensed to issue certificates of sponsorship under current UK Visas and Immigration (UKVI) regulations. Applicants must have the right to work in the UK without requiring sponsorship to work with us.
It is ESSENTIAL that you have checked that you already have the appropriate right to work in the UK BEFORE submitting your application form.
Working under close Clinical Supervision, the Call Handler must adhere to strict processes and protocols when gathering important information which will aid the Clinical Supervisor to determine the most appropriate and safe outcome of care.
Dealing with a wide range of clinical call types and conditions the Call Handler will maintain a calm, confident but empathetic approach reflective of the NHS 24 values, at all times.
Key Responsibilities
To be the first point of contact for the patient or carer/relative, establishing the nature of the call, identifying the appropriate assistance required from information given
On receipt of patient call, search computerised patient records, checking patient details and demographics and amending when required to maintain accuracy
Using effective questioning skills and respecting patient confidentiality, working within NHS 24 protocols and legislative requirements to update patient records
Use Third Party assistance tools to help communicate with the caller i.e.) Language Line, when English is not the patients first language
Adhere to processes and effectively navigate through the Patient Contact Management system as instructed to ensure a safe and effective patient journey for all callers, which is accurately recorded
Accurate recording and clear verbal communication of patient information
Identifying an immediate life-threatening condition and swiftly transferring to appropriate emergency SAS maintaining a calm disposition whilst reassuring caller
Use good communication skills to ensure that the appropriate service is accessed
Successful Applicant will:
Demonstrate experience of working in a service-based environment
Be confident on a variety of computer systems
Be able to multitask and navigate through multiple systems at the same time
Have good keyboard skills with a high degree of accuracy
Possess exceptional communication skills
Be able to use questioning skills to extract accurate information from patients/carers who may be in an agitated or anxious state
Demonstrate the ability to work under pressure and follow clear instructions
Shift patterns which could be available (please notes these are examples only):
Hours are worked on average across an 8-week rota pattern.
Sample shift patterns:
24 hours - this is a mix of working during the week and weekends (working 5 in 8 weekends and nightshift working)
30 hours - this is a mix of working during the week and weekends (working 8 in 8 weekends and nightshift working)
Training:
Successful candidates will be required to undertake 3 weeks classroom-based training at 30 hours per week (mixture of evening and daytime training primarily).
Following the shortlisting process successful candidates will be contacted via email to complete an online assessment. If successful at assessment stage, candidates will be contacted by a member of the recruitment team for a telephone interview. Please see the Digital Job Pack for more information.
If you are successful you will be placed in a talent pool. Candidates in the pool will be considered for future intakes as availability arises.
Our mission at NHS 24 is to create a workplace where everyone feels welcome, valued and part of the team. As an organisation that promotes inclusion, we celebrate difference, and we encourage everyone who joins us to be themselves at work.
We are progressing an Anti-Racism Action Plan, which builds on our existing equalities work, and this will help us to measure our progress towards becoming an anti-racist organisation.
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.
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.
As part of the pre-employment checks for a preferred candidate, NHS Scotland Boards will check your entitlement to work in the UK. It can be evidenced through a number of routes including specific types of visas as well as EU settled and pre-settled status. To find out more about these routes of permission, please refer to the GOV.UK website here.
Please note that NHS 24 is NOT licensed to issue certificates of sponsorship under current UK Visas and Immigration (UKVI) regulations. Applicants must have the right to work in the UK without requiring sponsorship to work with us.
It is ESSENTIAL that you have checked that you already have the appropriate right to work in the UK BEFORE submitting your application form.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.