Clerical Officer/ Call Handler B2

NHS National Services Scotland; Glasgow; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

NHS Pension Scheme

Cycle to Work Scheme

Study bursaries

Job summary

NHS Greater Glasgow and Clyde (NHSGGC) is seeking a Call Handler to join the Phlebotomy SPoA administration team. You will be the first point of contact for telephone and electronic referrals, answering calls, inputting referrals, and triaging patients in line with service procedures.

Based at Commonwealth House, the role is permanent, full-time (36 hours weekly) with weekday daytime shifts. We offer NHS benefits including generous annual leave, the NHS Pension Scheme, and opportunities for

Qualifications

• Good communication and interpersonal skills.
• Excellent keyboard and IT skills.
• Ability to work effectively under pressure in a fast-paced environment.
• Adaptability and flexibility to meet service demands.
• Strong customer care and telephone handling skills.
• A helpful, pleasant and professional manner.
• Excellent teamwork abilities.
• Previous experience in a call centre or similar customer service environment is desirable.
• Reliability and flexibility to support the operational needs of the service.

Responsibilities

• Act as the first point of contact for telephone calls and electronic referrals into the Phlebotomy Service.
• Answer incoming calls and make outbound calls as required.
• Accurately and promptly input referrals into the electronic patient information system.
• Forward referrals and messages to the appropriate teams or individuals.
• Triage patients in line with service procedures.
• Book appointments for the Phlebotomy Service.
• Provide a professional, courteous and efficient service to healthcare professionals, patients, carers and families.

Skills

Communication

Interpersonal skills

IT skills

Telephone handling

Teamwork

Reliability

Job description

NHS Greater Glasgow and Clyde (NHSGGC) is one of the largest healthcare systems in the United Kingdom, employing approximately 40,000 staff across a wide range of clinical and non-clinical professions and roles. We deliver acute hospital, primary, community and mental health services to a population of over 1.15 million people, and to a wider population of 2.2 million when regional and national services are included.

The role:

An opportunity has arisen for a Call Handler to join the Administration Team supporting the Phlebotomy Single Point of Access (SPoA) service. The SPoA provides referral and call management support for the Phlebotomy Service across Glasgow City and acts as the first point of contact for telephone and electronic referrals from healthcare professionals, patients, and carers.

This role does not meet the eligibility criteria for a Skilled Worker visa or a Health and Care Worker visa. NHS Greater Glasgow and Clyde (NHSGGC) is unable to provide candidates or employees with a Certificate of Sponsorship (COS).

Duration, Location, and Working Pattern:

Permanent, full-time 36 hours per week

Shift pattern: Monday – Friday 8.30 am – 4.30 pm, one early finish per week at 3.30 pm

Base location: Commonwealth House

Key responsibilities:

• Act as the first point of contact for telephone calls and electronic referrals into the Phlebotomy Service.
• Answer incoming calls and make outbound calls as required.
• Accurately and promptly input referrals into the electronic patient information system.
• Forward referrals and messages to the appropriate teams or individuals.
• Triage patients in line with service procedures.
• Book appointments for the Phlebotomy Service.
• Provide a professional, courteous and efficient service to healthcare professionals, patients, carers and families.

Knowledge, training, qualifications and/or experience required to do the job:

• Good communication and interpersonal skills.
• Excellent keyboard and IT skills.
• The ability to work effectively under pressure in a fast-paced environment.
• Adaptability and flexibility to meet service demands.
• Strong customer care and telephone handling skills.
• A helpful, pleasant and professional manner.
• Excellent team-working abilities.
• Previous experience in a call centre or similar customer service environment is desirable.
• Reliability and flexibility to support the operational needs of the service.

What we offer:

We offer a wide range of supportive policies designed to enhance your employee journey, including a comprehensive Employee Assistance Programme, Cycle to Work Scheme, bursary scheme and extensive learning and development opportunities.

As an NHS Scotland employee, you will be entitled to:

• A minimum of 27 days annual leave, increasing with length of service, plus public holidays
• Membership of the NHS Pension Scheme, including life insurance benefits
• Salary Sacrifice Car Benefit Scheme
• Development opportunities including study bursaries, e-learning and classroom-based courses
• Enhanced pay for working public holidays
• NHS discounts on a wide range of goods and services
• Confidential employee support and assistance, including counselling and psychological therapies

This post may require a satisfactory PVG Scheme record check.

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.
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• 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.

NHS Greater Glasgow and Clyde (NHSGGC) recognises the importance of work-life balance and is committed to offering a range of flexible working options where service needs allow. For roles where less than full-time hours can be accommodated, and where the tenure is listed as “various”, we encourage applications from individuals seeking flexible working arrangements. Flexible working will be included as a topic for discussion during the recruitment process.

NHS Greater Glasgow and Clyde encourages applications from all sections of the community. We are committed to promoting equality, diversity and inclusion and are proud of the diverse workforce we employ.

By signing the Armed Forces Covenant, NHSGGC has pledged its commitment to being a Forces Friendly Employer. We welcome applications from across the Armed Forces Community and recognise military skills, experience and qualifications throughout the recruitment and selection process.

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