Call Agent

Please note this advert is for 1 x permanent post and 1 x Fixed Term/Secondment (ending 31.03.2028) post. As per the Fixed Term Contacts Policy - Where individuals with continuous service within the NHS apply for fixed-term contract roles, PSD Scotland reserves the right to refuse any such appointment.

On 1 April 2026, NHS National Services Scotland (NSS) and NHS Education for Scotland (NES) became one national organisation, focused on continuity today and a stronger, more connected service for tomorrow.

As part of this transformation, NSS and NES have joined to form a new organisation:
Public Services Delivery Scotland (PSD Scotland). This new organisation will play a pivotal role in supporting the renewal and ensuring the long‑term sustainability of health and care services across Scotland.

PSD Scotland unites expertise from NES and NSS in a way that will allow us to accelerate national programmes to support the NHS to deliver better care, now and in the future.

We support staff with education and training, provide the tools and data that improve services, and run vital national functions such as procurement, logistics and blood, tissue and cell services.

The National Contact Centre (NCC) was created in response to the COVID-19 pandemic and has successfully delivered population scale services for COVID testing, contact tracing. NCC is a call centre with staff on public facing helplines, helping citizens of Scotland to book and reschedule vaccination appointments, signpost to health and social care services, while ensuring accurate data entry as a key element of their role.

NCC is committed to excellent customer service. Service delivery hours are 9am to 6pm Monday to Friday and 9am to 1pm on a Saturday.

As a member of the team, you will fully contribute to and participate in supporting National Service Scotland (NSS) to improve the health and well‑being of the people of Scotland. It is vital that you demonstrate the values of NSS with openness, integrity, respect and care being at the heart of those values.

Gyle Square, Edinburgh or Delta House, Glasgow, this is a hybrid working. Monday to Saturday fixed roster, 36 hours per week.

PSD Scotland is a remote‑friendly employer with colleagues based throughout Scotland. We support hybrid and office‑based working arrangements where possible and welcome discussions about alternative working patterns during the application process.

It is a condition of this employment that you must live and remain a resident within the UK and have entitlement to work in the UK for the post in which you will be employed.

Our benefits package includes pension scheme, comprehensive range of work life balance policies, occupational health services, learning resource centres and discounted leisure, financial and shopping benefits. HR Benefits Brochure.

Public Services Delivery Scotland is a national organisation and, as an anchor institution
, it is our ambition to be a diverse and inclusive organisation where everyone feels welcome. We recognise that flexible working creates an inclusive workplace where employees can thrive and feel confident about their ability to balance their personal and professional responsibilities. This is supported through Once for Scotland flexible working policies. PSD Scotland has made a long‑term commitment to staff health and well‑being and offers many learning and development opportunities to support and improve our approaches to diversity, inclusion and mental health in the workplace.

There are a number of equality staff networks in place which all staff are welcome to join. We are also an equal opportunities employer and as such aim to…