Service Support Coordinator

Service Support Coordinator

Are you an experienced administrator looking for a new opportunity?

Do you have experience of working in a fast-paced environment within a large organisation?

Are you passionate about engaging with others and working as part of a team to achieve shared goals?

Who We Are

As NHS Scotland's unique provider of a national tele-health and tele-care service, we are responsible for the delivery of health advice and information by telephone and online services to the population of Scotland 24 hours a day, 365 days a year. NHS 24 is a patient-focused service providing the people of Scotland with triage, advice, guidance, referral and information on health and healthcare services

Our Regional Centres are located at Hillington, Cardonald, Clydebank, South Queensferry, Dundee and Aberdeen. This post will be based in our South Queensferry Regional Centre. 

The Role

This role will provide support to NHS 24 services within a contact centre environment.  As a Service Support Coordinator, you will support your NHS 24 colleagues to ensure the delivery of effective and appropriate care is being provided at all times. This post involves shift working and will also require weekend working and public holiday working. The working pattern can change, although, sufficient notice would be provided.

Key Responsibilities

• To provide a supporting role to all internal staff and external visitors to NHS 24 Contact Centres and demonstrate a professional first point of contact for all
• To provide support in terms of hospitality, facilities, adverse incidents, and general assistance and administration as and when required
• To supporting an ever-changing NHS24 centre, providing support for all frontline staff & managers across the estates covering both the in and out of hours period
• Daily management of wide ranging issues, across the full NHS 24 estate & local sites including health & safety and technical faults, obtaining detailed information on precise issues and providing clear and technical guidance by telephone
• Undertake stock checks and always maintain adequate stock levels
• Various other duties included with the Job Pack attached

Successful applicant will:

Have general administration experience to a HNC level or equivalent and hold further additional experience in the following areas:

• Customer focused/ related environment
• Working in or with an in house Fault desk department
• Dealing with and knowledge of H&S regulations
• Undertaking Workplace inspections
• Using office software packages including, excel, power point, Microsoft Word.
• Ability to work autonomously or as a fully supportive and integrated team player
• Contributing to effective performance in achieving strategic goals for the Department.

Desirable

• Experience in NHS or public sector
• Knowledge of patient focused environment

Benefits

NHS 24 offers a complete benefits package, with a permanent contract on Band 4 Contract - £27,598 - £30,019 (Pro Rata) Placement on salary scale is dependent on confirmation of previous relevant NHS service.

We also offer you many supportive policies to enhance your employee journey and have a comprehensive Employee Assistance Programme Provider, Cycle to Work Scheme, bursary scheme and a range of learning and development. As an NHS Scotland employee you will be entitled to:

• 35 days annual leave (rising to 41) pro-rata
• Development opportunities including study bursaries, e-learning and classroom-based courses
• Enhanced pay for working public holidays
• Enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme
• NHS discounts on goods and services
• HELP, employee support and assistance

This is an excellent opportunity for a motivated and experienced individual who is looking for a challenging and rewarding role that will contribute to the success of a public organisation.

Interested?

For an informal discussion, please contact Diane Scotland, Service Support Manager on diane.scotland@nhs24.scot.nhs.uk

Please download the Digital Job Pack and Person Specification for full details of NHS 24 and this opportunity as well as the Digital Candidate Application Guide which will support you in your application. 

We recommend that prior to application candidates read all the information provided in the Job Pack as it contains much of the information about NHS 24 and this vacancy to support a successful application.

NHS Scotland is reducing their full time working week from 37.5 to 37 hours per week from 1 April 2024 but with no change in pay.  This reduction will also be applied pro rata for part time staff.  This advert and any subsequent offer/contract of employment therefore reflects the new working hours.  However, as not all service areas will be able to adopt the 37 hour working week immediately from 1 April 2024, you may be required to work up to an additional 30 minutes per week for a temporary period for which you would be paid until the service you are working in changes rosters or working patterns to accommodate the new reduced working week.  If you have any questions or concerns please contact the Recruiting Board.

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.