Clerical Officer/Call Handler - Primary Care & Community Services

NHS Scotland; Glasgow; On-site; GBP 20,000 - 25,000; Full time

Job summary

A major healthcare provider in Glasgow is seeking a Call Center professional responsible for managing incoming and outgoing patient calls. The role requires excellent communication, customer care skills, and the ability to work under pressure. Ideal candidates will have previous call center experience and a team-centric approach. This position promotes inclusivity and community spirit while providing essential services to a diverse patient population.

Qualifications

• Previous experience in a call center or similar work is desirable.
• Must be reliable and flexible to meet service demands.

Responsibilities

• Answer all calls and handle outbound calls.
• Input referrals into the electronic patient information system accurately.
• Triaging patients and scheduling appointments for the Phlebotomy service.

Skills

Good communication skills

Excellent keyboard skills

Ability to work well under pressure

Customer care focus

Good telephone skills

Team working skills

Job description

Overview

NHS Greater Glasgow and Clyde is one of the largest healthcare systems in the UK employing around 40,000 staff in a wide range of clinical and non‑clinical professions and job roles. We deliver acute hospital, primary, community and mental health care services to a population of over 1.15 million and a wider population of 2.2 million when our regional and national services are included.

Shift Pattern

The shift pattern for this post is 37 hours per week, Monday to Friday 8.30 to 4.30, one early finish per week finishing at 4pm. Effective 1 April 2026, the full‑time working hours for all Agenda for Change posts will be reduced to 36 hours.

Responsibilities

The post is within a busy call centre environment, responsible for answering all calls as well as completing outbound calls, ensuring that all referrals are input into the electronic patient information system accurately and timely, the onward transmission of referrals and/or messages, triage of patients as appropriate and appointment booking for the Phlebotomy service.

Qualifications

The post holder requires good communication skills, excellent keyboard skills, ability to work well under pressure, adaptability, customer care focus and good telephone skills, helpful and pleasant manner, excellent team working skills, previous experience of call centre or similar work desirable. The post-holder must be reliable and flexible to meet the needs and demands of the service.

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

Contact

Informal Contact : Marion Martin, 07976854175, [e-mail]

Recruitment Information

NHS Greater Glasgow and Clyde encourages applications from all sections of the community. We promote a culture of inclusion across the organisation and are proud of the diverse workforce we have. By signing the Armed Forces Covenant, NHSGGC has pledged its commitment to being a Forces Friendly Employer. We support applications from across the Armed Forces Community, recognising military skills, experience and qualifications during the recruitment and selection process.

Candidates should provide original and authentic responses to all questions within the application form. The use of artificial intelligence (AI), automated tools, or other third‑party assistance to generate, draft, or significantly modify responses is strongly discouraged. By submitting your application, you confirm that all answers are your own work, reflect your personal knowledge, skills and experience, and have not been solely produced or altered by AI or similar technologies. Failure to comply with this requirement may result in your application being withdrawn from the application process.

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