Customer Service Assistant

  • Job Reference: 180-B-246045
  • Date Posted: 3 May 2024
  • Recruiter: Cambridge University Hospitals
  • Location: Newmarket, Suffolk
  • Salary: £22,816 to £24,336
  • Sector: Customer Service
  • Job Type: Permanent

Job Description

Are you looking to join a high-performing contact centre team which provides an essential Customer Service to Pathology service users and patients?

The Service Desk is employing reliable team members with a professional telephone manner, excellent keyboard skills and a sharp eye for accuracy to deliver a wide range of Pathology services to healthcare professionals, and assist patients with Outpatient queries.

Full training will be provided and experience in Customer Service, as well as being a competent touch typist, with good knowledge of using computer systems is required for this role. You will need to demonstrate an empathetic approach when communicating with patients and relatives.

This is a full-time role which requires flexible working to cover shift patterns between the opening hours of 08:00 and 18:00 Monday to Friday. The Service Desk is closed on weekends and bank holidays.

The Service Desk is based in Westbrooke House, Fordham Road, Newmarket, Suffolk, with free on-site parking.

 Successful applicants who are invited to attend an interview will be required to complete a 15-minute MS Word test.


Main duties of the job


We provide a professional and responsive telephony service to callers at the Pathology Service Desk and Outpatient Helpdesk.

Our highly-trained, customer-focused Team provides first-level access to information for Pathology service users and patients.

We provide a pathology service to GPs, community nurses/midwives and charitable healthcare organisations across the region, as well as consultants, hospital staff (NHS and private) and lab staff nationwide.

Our Team responds to telephone queries from patients and we liaise with Outpatient clinics to assist with appointment bookings, and other Outpatient enquiries. 


Working for our organisation


Our Trust

Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke’s Hospital and the Rosie Hospital in Cambridge. With over 12000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people – patients, staff and partners. Recognised as providing ‘outstanding’ care to our patients and rated ‘Good’ overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. CUH’s values – Together - Safe, Kind, Excellent – are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population.

CUH is committed to promoting a diverse and inclusive community - a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential. We want to ensure our people are truly representative of all the communities that we serve. We welcome applications for all positions in the organisation irrespective of people’s age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, or pregnancy and maternity status or social economic background.


Detailed job description and main responsibilities

Please note:- Internal applicants on permanent contracts can only apply for this post as a secondment and must have the approval of your current line manager before applying.


As per Home Office guidelines, please be aware that, unfortunately, the Trust is unable to offer sponsorship for this particular position.


This vacancy will close at midnight on 2nd June 2024.

Interviews are due to be held on 12th June 2024.

Benefits to you

We offer development opportunities and a wide range of benefits including on-site leisure facilities, shopping concourse, day nurseries and access to a great transport system with easy access to airports and rail travel.

Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases, alternative working hours will be considered.

We welcome applications from the Armed Forces.


Person specification


Essential criteria
  • Educated to GCSE level (or equivalent) with English and Maths Grade C or above.
Desirable criteria
  • Typing/ICT qualification, e.g, ECDL advanced level qualified or equivalent experience.


Essential criteria
  • Experience of working in a busy office or reception area.
  • Experience of customer service and dealing with the public.
  • Experience of using IT packages including Microsoft office and emails.
  • Accurate data entry experience.
Desirable criteria
  • Experience working in a NHS setting.
  • Experience working with electronic or paper patient records.
  • Experience of call handling or working on a helpdesk.


Essential criteria
  • Understanding of confidentiality and data protection.
  • Good knowledge of office procedures.
  • Understanding of customer service values.
  • Working knowledge of Microsoft Office applications.
Desirable criteria
  • Knowledge of Medical Terminology.


Essential criteria
  • Ability to work efficiently as part of a team.
  • Good communication skills including telephone, email and face to face.
  • Ability to touch type quickly with accurate data entry.
  • Ability to organise and manage own time with good organisational skills.
  • Ability to prioritise tasks and meet performance targets.
  • Ability to work under pressure.
  • Ability to follow processes and procedures and work within guidelines.
  • Ability to learn and undertake new skills/knowledge.
  • Ability to adapt to change and be flexible.

Additional Requirements

Essential criteria
  • The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of safe, kind, excellent.
  • Act as a good ambassador of the team, demonstrating reliability and team work.