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Call Agent - Vaccination Data Resolution Service

Job Reference: 195-21-193-MJH

South Central Ambulance Service
195 21 Vaccine Data Resolution Service
UK Wide - Homeworking
£20,330 to £21,777 pa

The Vaccination Data Resolution Service is being established to support the wider National COVID-19 Vaccination Programme to support citizens resolving problems they encounter with their COVID 19 Vaccination records (to receive and resolve or forward on queries from citizens preventing them from accessing vaccine booking or vaccine pass services). The service will be essential in enabling citizens to make future booking via the National COVID 19 vaccination Service or being able to prove their COVID 19 Vaccination Status in line with UK Government Guidance. The service will run 7 days a week between 7am and 7pm.


An exciting opportunity has arisen to join the COVID -19 Vaccination Data Resolution Service as a Call Agent. The successful candidates will have the drive to be part of a larger team in delivering a excellent level of service and be able to commit to a number of work patterns between the services operating hours (7am to 7pm 7 days a week)


The successful candidates will form part of a large remote team responsible for the delivery the Vaccination Data Resolution Service. This service aims to improve and maintain a high standard of response providing excellent service to citizens in a professional manner, in line with policies, objectives, standards.


Responsible for contacting members of the general public va outbound calling who require amendments to their COVID-19 Vaccine Status. You will be expected to use a range of databases and web-based applications to investigate errors and make amendments with the support of the team leaders and wider team.


To be successful you, you need to be;

- ICT literate (able to set up your IT equipment – laptop Monitors and peripherals)

- Able to provide outstanding customer service

- Competent to use multiple systems, several screens and comfortable with ICT programmes

- Able to display a high level of attention to detail

- Able and willing to work shifts, including weekends as part of a rota (0700 – 1900)

- Willing and able to work shifts across 7 days of the week

- Happy to work remotely from home and have a safe, confidential space to work from

- Have a reliable internet connection (minimum of 10 mb recommended)


The successful candidate will be able to demonstrate an understanding of how they align to the trust’s values of caring, team working, innovation and professionalism.


Initially this role is offered as a Fixed Term until the end of March 2022.


We are looking to interview on the week commencing 13th December 2021.


Previous unsuccessful applicants need not apply.



Whilst we would like to assure you that SCAS endeavours to continue with the recruitment for this position as planned, please bear in mind there may be COVID19 related Government guidelines for us to adhere to that may cause changes out of our control. These changes may mean that we must alter our training delivery in which case we would inform you of any changes to the plan as soon as we can.

We actively welcome job applications from candidates who have a disability or who are members of the BAME, LGBT and Armed Forces community (including: Reservists, Veterans, Spouses and Cadets) Here at SCAS we are proud to have a workforce that reflects the diverse community we serve.

Communications regarding your application will be sent via NHS Jobs to your inbox. Please look out for e-mails from us relating to your application.

We do require three years’ worth of references (with no gaps) please be sure to provide sufficient information in the referencing section of your application form. We will only contact your referees after we have offered you a job.

The benefits bits:

  • Starting holiday entitlement is 27 days per annum, pro rata, plus bank holidays;
  • USH is paid in line with section 2;
  • All employees are automatically enrolled into the NHS Pension scheme (or NEST);
  • We operate from a comprehensive set of policies;
  • We operate regular staff surveys and our staff are encouraged to develop transferable skills and experience;
  • We work in partnership with our trade unions;
  • Applicants who have a disability or are members of the armed forces community who meet the minimum shortlisting criteria for their post of interest will be invited for an interview;
  • As an employer of choice, we value the wellbeing of our staff and have support networks in place to offer assistance as required;
  • South Central Ambulance Service has a Freedom to Speak Up Guardian and a Freedom to Speak Up Policy. We believe that effective speaking and listening up arrangements protect patients and improve the experience of patients and NHS workers.

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