Customer Service Assistant

Main area Customer Services Grade Band 3 Contract 1x post is permanent and 1x Fixed Term for 9 months. Hours

• Full time
• Part time
• Flexible working

Employer Cambridge University Hospitals NHS Foundation Trust Employer type NHS Site Westbrooke House Newmarket Town Newmarket Salary £24,937 - £26,598 p.a. pro rata Salary period Yearly Closing 29/01/2026 23:59

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.

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.

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.

Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.

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…