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This post is a Fixed Term / Secondment position until March 2028. 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.
About The Organisation
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 Post
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.
The Candidate
As a member of the team, you will fully contribute to and participate in supporting PSD Scotland 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.
Experience
Qualifications & Experience
- Experience of working in a call centre environment would be greatly beneficial
- Experience of establishing and maintaining good relationships with citizens.
Skills And Knowledge
- Effective communication and interpersonal skills, with an excellent telephone manner
- Ability to show empathy to individuals who may be distressed by their situation and to identify solutions to issues or concerns raised
- Ability to work independently, manage and prioritise own workload and cope with competing demands
- Ability to work effectively within a multi-disciplinary team
- Proficient in the use of Microsoft Office suite, including Word and Excel
- Proficient in the use of electronic systems, databases, or other information systems to support the public health management of cases
Location and Working Pattern:
Service delivery hours are 9am to 6pm Monday to Friday and 9am to 1pm on a Saturday.
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.
Benefits
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.
Inclusion
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 guarantee to interview all disabled applicants who meet the minimum criteria for our vacancies. As an accredited Disability Confident Leader, it is the aim of PSD Scotland to offer a fully accessible and inclusive recruitment service that supports applicants on their candidate journey. If you are interested in any reasonable adjustments, please contact the Recruitment Team on
Further Information
For an informal discussion on the post, please contact Bryan McDonald via email on
Closing date for completed applications is Sunday 19th April 2026.
Please note that the majority of correspondence is sent by e-mail only, so please check your e-mail regularly (including junk folders).
We are an equal opportunities employer and as committed participant in the disability confident scheme, guarantees to interview all disabled applicants who meet the minimum criteria for our vacancies