Junior Service Manager Operations

About the Organisation:

National Services Scotland (NSS) is a national NHS Board operating right at the heart of NHS Scotland providing invaluable support and advice at a strategic and operational level. NSS supports customers to deliver their services more efficiently and effectively and we offer shared services on a national scale using best-in‑class systems and standards. Our priority is always the same – to improve the health and well‑being of the people of Scotland.

We do this by working in partnership with colleagues across Health and Social Care to deliver fit for purpose solutions and systems, delivering high‑quality services that help our stakeholders to free up resources so they can be re‑invested into essential services.

The Primary and Community Care Directorate hosts a number of programmes and operational services vital to Scotland’s service delivery and transformation. This includes services managing relationships and working in partnership with Scottish and UK Governments, NHS Boards, Public Health Scotland, NHS Health Improvement Scotland, NHS Education for Scotland and academic and commercial partners to deliver a dynamic response at national scale.

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.

The posts offer the opportunity to work remotely from home although the successful candidates will occasionally be required to travel to other sites throughout Scotland. To this end you must be IT competent. We’ll provide any training and support you need to be able to do the job.

You will help manage a team, leading and motivating them in this busy and varied environment and manage the day‑to‑day aspects of our contact centre services. You will work with NHS and Contractor Staff to deliver and support this service. You will ensure the timely and accurate recording of information using systems provided and additional you will provide advice as directed by protocols and procedures.

You’ll be managing a team virtually and you’ll need to ensure the team can deliver against a challenging workload. We’ll provide any training and support you to be able to do the job.

You’ll be the first point of escalation for staff and contractors in relation to support, calls and queries.

You will create an environment for success by providing regular coaching, engaging and motivating your team and proactively managing your team outputs. It is important you are a confident leader, can effectively deliver in a complex and fast‑moving environment.

Due to the home‑working and online nature of this role, you must be proficient in the use of the Microsoft products, electronic systems and databases.

It is vital that you demonstrate the values of NSS with openness, integrity, respect and care being at the heart of those values.

• Experience of working in a call centre environment would be greatly beneficial
• Experience of establishing and maintaining good relationships with citizens

Gyle Square, Edinburgh or Delta House, Glasgow. (There will be a requirement to attend regular management days, usually held in Delta or another NHS Office).

Currently hybrid working.

Thursday and Friday, with an expectation for rota cover a Saturday from 9-1, 14.8 hours per week.

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

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.

NHS National…