North West London Pathology (NWLP) is an NHS pathology partnership joint venture between Imperial College Healthcare NHS Trust, Chelsea & Westminster NHS Foundation Trust and The Hillingdon Hospitals NHS Foundation Trust. NWLP is modelled as a shared services organisation jointly owned by the three Trusts. The organisation is hosted by Imperial College Healthcare NHS Trust and as the legal entity for NWLP our staff are employed by Imperial College Healthcare NHS Trust. NWLP is based on a ‘hub and spoke’ structure; the majority of routine, specialist and non-urgent activity is centralised at our hub site at Charing Cross Hospital. Urgent tests required for immediate patient management and treatment are performed in 24/7 Essential Service Laboratories based on-site within the seven hospital sites in the group. The partnership has created an innovative and sustainable service that delivers outstanding quality to users and patients alike. This innovative approach allows the service to better manage demand, standardise operations, improve value for money and make use of state-of-the-art technology. Our values are to be patient-focused, collaborative, expert and caring. Job overview We are now offering a fantastic opportunity to join our friendly and dedicated Call Centre team at Charing Cross Hospital. The Pathology Department Call Centre handles calls from GPs, Internal and external clients who require Pathology Results or clinical information. The Call Centre is also responsible for the distribution of Pathology consumables and reports. This busy service has a set of Key performance indicators which are continuously monitored and regularly demonstrate a good service. The Call Centre is part of Pathology Business Services; Pathology Business Services actively encourages Lean working and continuous Service Improvement. The successful applicant will have either experience of working in a similar environment or basic knowledge of Pathology IT systems. They will be willing to learn new techniques and have experience of working with IT or telecommunications systems. They must be able to treat customers, colleagues and staff politely at all times, and be willing to respond to queries and complaints. They must champion and demonstrate excellent customer care skills. Pathology actively supports the training and development of all staff, thus training will be provided for the candidate who can demonstrate a commitment to developing the role and service. We are committed to your personal and professional development and you will have opportunities to fulfil your potential with NWLP. We look forward to hearing from you. Advert Record and report all incidents/complaints involving staff, patients and visitors in accordance with Trust policies and assist in any investigations as required. Ordering of consumables in response to demand/supply requirements Replace stocks of consumables and reagents when required and inform the section leader if back up stocks are low, or there are any issues with the supply Manual dexterity required to be able to receive consumables on site, unpack and sort, prepare orders for delivery Management of stock on site in line with good stock management procedures; within a clearly defined storage and filing system, ensuring that consumables are managed to prevent stock expiry and wastage Maintain, update and develop personal and professional knowledge and skills by participating in the Trust’s 1:1 process and PDP development. Participate fully as a team member, sharing knowledge and information and supporting colleagues, including support staff to promote a cohesive laboratory team and the achievement of team objectives. Working for our organisation Benefits include career development, flexible working, staff wellbeing programmes, staff awards and recognition scheme. We also have available benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities. NWLP Induction The NWLP induction will run on the first Monday of each month (provided it does not fall on a bank holiday) and includes laboratory training (for relevant laboratory roles). All new staff must attend the NWLP induction during their first week with NWLP. For 2026, see below the start dates which you will be able to book once you have completed all your pre-employment checks. Monday 2 March 2026 Monday 13 April 2026 Monday 11 May 2026 Monday 1 June 2026 Monday 6 July 2026 Monday 3 August 2026 Monday 7 September 2026 Monday 5 October 2026 Monday 2 November 2026 Monday 7 December 2026 Candidates are advised to consider these start dates before agreeing end of service date with their current employer. Detailed job description and main responsibilities The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required. For both overviews please view the Job Description attachment with the job advert. Right to work If you need sponsorship to work in the UK, please visit the Home Office website for information on sponsorship and visa status before you fill in your application form. Due to recent changes in the UK immigration rules which affect Skilled Worker Visas, Global Business Mobility, Higher Skill Level and Increased Salary Thresholds, please ensure that you are able to meet the requirements to live and work in the UK before applying. Further information about eligibility is available on UK Visas and Immigration - GOV.UK Infection control Please note it is an operational requirement to comply with infection prevention and control procedures within NWLP such as lateral flow testing, handwashing and the wearing of masks, according to the procedures in place at any time or location. Please ensure you check your emails regularly throughout the recruitment process.