Customer Service Assistant

Customer Service Assistant

The closing date is 20 April 2026.

Are you looking to join a high-performing contact centre team which provides 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 8 4pm or 9 5pm Monday to Friday. The Service Desk is closed on weekends and bank holidays.

This is an office-based role in 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.

Benefits to you

At Cambridge University Hospitals, we want to do all we can to support good working days. We offer development opportunities and a wide range of benefits, including on site leisure facilities, shopping concourse and day nurseries. Our good work programme currently includes providing reduced cost Stagecoach bus travel to and from Cambridge University Hospital site. Park and Ride bus journeys between Babraham Road and Trumpington sites are free, as is the route to and from Cambridge train station and our hospitals. We also subsidise the cost of parking on site for eligible staff.

On CUH campus, hot food is available 24/7 and at a reduced cost for colleagues. Recently we launched the first of our staff pod break spaces. Located in the Deakin Centre, we have a purpose created colleague only café, with free tea and coffee, a break space and private outside area for colleagues to rest, refuel and recharge. Just one of the ways we are working hard to support good working days at CUH.

CUH is committed to assisting employees in achieving a good work life balance irrespective of role or personal circumstances. Flexible arrangements may include, but are not limited to, part time working, job share, term time working and flexible start and finish times.

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.

Qualifications

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

Experience

• Experience 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
• Experience working in a NHS setting
• Experience working with electronic or paper patient records
• Experience of call handling or working on a helpdesk

Knowledge

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

Skills

• 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

• The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of safe, kind, excellent

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Immigration and Sponsorship

Due to Home Office immigration rules, a full time permanent vacancy cannot be filled by individuals on a Student visa. Therefore, if you are a Student visa holder, we will not be able to offer you a full time permanent contract unless you have applied for a Graduate visa or have successfully completed your course and applied for a Graduate visa before the anticipated start date of your employment. As per Home Office guidelines, the Trust is unable to offer sponsorship for this particular position.