261789 - (LF) Administration Assistant

NHS National Services Scotland; City of Edinburgh; On-site; GBP 19,000 - 23,000; Full time

Job summary

NHS National Services Scotland is seeking an administrative professional to support the daily running of Edinburgh CTAC services. You will be the first point of contact for patients, manage appointment bookings, reschedule and cancel appointments, and respond to queries using approved templates and FAQs.

Working both independently and as part of a team, you will follow SOPs and SLAs to ensure timely, accurate information. This fixed-term role runs until 23 August 2027 at Sighthill Health Centre.

Qualifications

• Provide high-quality administrative support for the daily running of CTAC services.
• Manage patient appointments, rescheduling and cancellations following approved guidance.

Responsibilities

• Act as first point of contact for patients.
• Manage appointment bookings, reschedules and cancellations.
• Respond to queries using templates and guidance documents.

Skills

Administrative skills

Telephone etiquette

Customer service

Tools

Email templates

FAQs

Standard operating procedures

Job description

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 that this post is under a fixed term contract until 23.8.27.

Please note that the majority of the daily tasks involve handling incoming calls from members of the general public into CTAC, which accounts for approximately 80% of the workload. Although the post is administrative in nature, in practice, the majority of the working day is spent answering telephone calls.

Both the post and interviews will be held at Sighthill Health Centre.

The post holder will provide high-quality administrative support for the daily running of Edinburgh Community Treatment and Care (CTAC) services, working effectively both independently and as part of a team. They will undertake a wide range of clerical and administrative tasks to ensure the smooth operation of the service and to support the team in meeting objectives and required deadlines. The role includes acting as a first point of contact for patients, managing appointment bookings, rescheduling and cancellations in a timely and professional manner. The post holder will inform patients about available services, offer appropriate guidance and advice, and respond to queries while following standard operating procedures, approved scripts, and using available FAQs and guidance documents to determine the most appropriate response. They will also manage email enquiries using template responses and ensure all replies are completed within the timescales defined by the service’s SLAs.

AI tools like ChatGPT or Copilot can be great for planning and preparing your application - but your answers must be your own.

• Show us the real you: Your application should reflect your skills, experience, and motivations authentically.
• Use AI wisely: It’s fine to use AI for ideas or to check spelling and grammar, but don’t let it write your answers.
• Why this matters: Applications that rely on AI-generated content may be withdrawn. By applying, you confirm your responses are based on your own knowledge and achievements.

Tip: Think of AI as a helper, not a substitute. We want to understand you - not an AI tool.

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.

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.

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 Kamil Durka at 07974879634.