Customer Service Assistant | University Hospitals NHS Foundation Trust

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 delivers a professional telephone service to healthcare professionals and assists patients with Outpatient queries. Full training will be provided. Experience in Customer Service, and being a competent touch typist with good knowledge of computer systems, is required.

An empathetic approach when communicating with patients and relatives is essential.

• Provide first-level access to information for Pathology service users and patients.
• Respond to telephone queries from patients and liaise with Outpatient clinics to assist with appointment bookings and other Outpatient enquiries.
• Support the Pathology Service Desk and Outpatient Helpdesk with a professional and responsive telephony service.
• Work with the team to cover shift patterns within opening hours 8-4pm or 9-5pm, Monday to Friday (the service is closed on weekends and bank holidays).

• Full training will be provided.
• Experience in Customer Service is preferred.
• Competent touch typist with good knowledge of using computer systems.
• Demonstrate an empathetic approach when communicating with patients and relatives.

This is an office-based role in Newmarket, Suffolk with free on-site parking. This is a full-time role requiring flexible working to cover shift patterns between 8-4pm or 9-5pm, Monday to Friday. The Service Desk is closed on weekends and bank holidays.

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

CUH comprises Addenbrooke’s Hospital and the Rosie Hospital in Cambridge, with over 13,000 staff and over 1100 beds. The Trust focuses on a quality service centered on patients, staff and partners. CUH’s values – Together, Safe, Kind, Excellent – are at the heart of patient care. The Trust provides accessible high-quality healthcare for the local population, alongside specialist services for regional, national and international patients.

CUH is committed to promoting a diverse and inclusive community and values a workforce representative of the communities we serve. Applications are welcome irrespective of age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, pregnancy or 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. If you are on a Student visa, consideration will depend on Graduate visa status or completion of your course with a Graduate visa application before the anticipated start date.
• sponsorship:
  The Trust is unable to offer sponsorship for this position.
• The advert will close at midnight on 17 March 2026. Interviews are provisionally due on 25 March 2026.
• Benefits include on-site facilities, travel subsidies, parking support, staff break spaces, and flexible working arrangements where possible.
• We welcome applications from the Armed Forces.

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