Job overview
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.
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.
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 13,000 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 see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.
Please be aware that the salary threshold required for a certificate of sponsorship to be granted is above the starting point of the Agenda for Change band for this role. Therefore those that are new to the NHS may not reach the minimum salary threshold required to obtain a certificate of sponsorship.
Due to Home Office immigration rules, a full time permanent vacancy cannot be filled by individuals on a Student visa. Therefore, please be advised that 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 you will have successfully completed your course and have applied for a Graduate visa before the anticipated start date of your employment
- or the Trust has agreed that they will Sponsor you as a Skilled Worker and you will complete your studies within 3 months of the anticipated start date of employment
For NHS Cambridgeshire and Peterborough based roles, all applicants from NHS Cambridgeshire and Peterborough who have identified that they are at risk of redundancy will be prioritised over those not at risk. However, interviews cannot be guaranteed.
This vacancy will close at midnight on 4th November 2025
Interviews are due to be held on 12th November 2025
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.
Person specification
Qualifications
Essential criteria
Educated to GCSE level (or equivalent) with English and Maths Grade C or above
Desirable criteria
Typing/ICT qualification, eg, ECDL advanced level qualified or equivalent experience
Experience
Essential criteria
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
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
Knowledge
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
Skills
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.
Employer certification / accreditation badges
Documents to download
Apply online now
Further details / informal visits contact
Name
Carla Meads
Job title
Team Leader
Email address
carla.meads@nhs.net