Team Lead - Switchboard - GH

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 : 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.

Team Lead – NHS Lothian Switchboard

Grade : Band 4 | Contract : Permanent | Location : Lauriston Building, Edinburgh | Hours : 37 posts available. The service operates 24 hours a day 7 days a week, including public holidays. Staff work a mix of shifts in an 8‑week shift rotation.

Salary : £30,353 rising to £33,016 per annum. Placement on salary scale is dependent on confirmation of previous relevant NHS service. Shift enhancements will be applied for out‑of‑hours, weekend and public holidays.

We’re looking for a Switchboard Team Lead (Band 4) to join our busy and high‑performing Telecoms Team. This is an exciting, people‑focused role where your leadership, organisational skills, customer service background and team spirit will be highly valued.

You’ll be responsible for leading a team of B3 Senior and B2 Call Handlers, supporting daily operations. You’ll support your team in providing a consistently excellent switchboard service, handling everything from routine queries to emergency situations with calm professionalism.

You must be able to listen sensitively and communicate clearly and accurately. Patients you speak to may be anxious or upset and they will rely on you to instil confidence with your enthusiastic, focused and professional approach to every call.

The post holder will be expected to have excellent leadership skills, communication skills, and be able to demonstrate consistent attention to detail along with displaying excellent customer service skills. The ability to listen and question callers to get the right information is key to the role.

Other useful abilities include the ability to follow instructions and procedures and the ability to remain calm during a challenging situation.

The post holder will need to be able to maintain concentration and accuracy in what can often be an intense, complex and sometimes challenging environment. You will often be dealing with frustrated and upset people who are looking for a service that they are not familiar with or a loved one who has been admitted to hospital.

Benefits

• 35 days annual leave (rising to 41) pro‑rata (new to service is 27 days annual leave plus 8 days public holiday, which is lumped into your annual leave allocation)
• Enhanced pay for working during out‑of‑hours periods
• Enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme
• NHS discounts on goods and services

Before applying, applicants should ensure they carefully read the role requirements and meet the essential criteria in the Job Specification document.

Please read the attached Job Pack for further information and details on expected timelines for the recruitment process.

Informal enquiries to : Marie Bell, Switchboard Manager, Telecoms – or Julie Denholm, Telecommunications Service Manager – 07971  – Apply online.

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