Frimley Health NHS Foundation Trust

Helpdesk Clerical Officer

The closing date is 09 December 2025

Job summary

The post holder will support the Helpdesk office by performing accurate and timely data entry using the Enterprise LIMS system.

Responsibilities include answering incoming telephone calls, managing appointment bookings efficiently, and responding to helpline enquiries using a prepared script to ensure clear and consistent communication.

The role also involves accurately inputting patient test results into the Enterprise LIMS.

Issuing and distributing daily Helpdesk reports, and making outgoing enquiries to GP surgeries, Consultants, and other hospitals as required.

In addition, the post holder will undertake general clerical duties such as filing, photocopying, and supporting the smooth day-to-day operation of the department.

Main duties of the job

Enter patient demographic and clinical details onto the Enterprise LIMS.
Input patient test results accurately into the Enterprise LIMS.
Ensure the daily issuing and distribution of Helpdesk reports.
Respond professionally to all telephone enquiries and maintain accurate records of calls.
Make outgoing enquiries to GP surgeries, Consultants, and other hospitals as required.
Regularly inform the Office Team Leader of any work backlogs or delays.
Carry out general clerical duties, including filing and photocopying.
Complete daily audits to maintain data quality and compliance.
Book Phlebotomy/Blood Test appointments using Swiftqueue.
Manage andrology appointment bookings and print appointment calendars or Swiftqueue schedules.
Assist in training new starters within the department.
Undertake additional duties within the Helpdesk Department as required by the Operations Manager or Helpdesk Team Leader.

About us

Frimley Health NHS Foundation Trust is committed to being an inclusive and disability confident employer and has been awarded the Gold for the Armed Forces Employment Recognition Scheme. We provide first class development opportunities for all staff and have a wide range of professional, management and leadership, and clinical skills training available.

Here at Frimley Health NHS Foundation Trust, we know how important it is to have a healthy work life balance; this benefits not only individuals but the patients we care for too.

We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours, we do our utmost to work with our staff to meet their needs and the needs of our service and its users.

Frimley Health Trust benefits on Vimeo

Date posted

03 December 2025

Pay scheme

Agenda for change

Band

Band 2

Salary

£12,369 a year per annum incl HCAS

Contract

Permanent

Working pattern

Part-time

Reference number

151-SL0501

Job locations

Frimley Park Hospital

Portsmouth Road

Frimely

GU16 7UJ

Job description

Job responsibilities

Answer incoming calls and respond promptly to emails.
Handle customer enquiries via telephone and email, ensuring a high standard of service.
Research and source required information using available systems and resources.
Escalate customer complaints appropriately and provide accurate product and service information via the CRM system.
Enter new customer information into the system and update existing records as required.
Identify and escalate priority issues, routing calls to the appropriate team or department.
Follow up customer calls where necessary to ensure issues are resolved.
Document all call information in accordance with standard operating procedures.
Complete call logs and assist in producing call performance reports.

This job description is an indication of the type and range of tasks that are expected of the post holder, and other duties may be required, in line with the role and the banding. It will be reviewed and amended from time to time in consultation with the post holder to take account of changing organisational need.

Job description

Job responsibilities

Answer incoming calls and respond promptly to emails.
Handle customer enquiries via telephone and email, ensuring a high standard of service.
Research and source required information using available systems and resources.
Escalate customer complaints appropriately and provide accurate product and service information via the CRM system.
Enter new customer information into the system and update existing records as required.
Identify and escalate priority issues, routing calls to the appropriate team or department.
Follow up customer calls where necessary to ensure issues are resolved.
Document all call information in accordance with standard operating procedures.
Complete call logs and assist in producing call performance reports.

Person Specification

Experience

Essential

Experience of working in a busy office environment.

Desirable

Use of BSPS LIMS systems
Good telephone manner
Customer services.

Qualifications

Essential

GCSE'S or equivalent in English and Maths.

Skills & Knowledge

Essential

Ability to work on a computer competently.
Carry out daily audits.

Desirable

Knowledge of Swiftqueue system, Winpath, any trust systems.
Understanding of different languages.

Person Specification

Experience

Essential

Experience of working in a busy office environment.

Desirable

Use of BSPS LIMS systems
Good telephone manner
Customer services.

Qualifications

Essential

GCSE'S or equivalent in English and Maths.

Skills & Knowledge

Essential

Ability to work on a computer competently.
Carry out daily audits.

Desirable

Knowledge of Swiftqueue system, Winpath, any trust systems.
Understanding of different languages.

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.

Employer details

Employer name

Frimley Health NHS Foundation Trust

Address

Frimley Park Hospital

Portsmouth Road

Frimely

GU16 7UJ

Employer's website

https://www.fhft.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Frimley Health NHS Foundation Trust

Address

Frimley Park Hospital

Portsmouth Road

Frimely

GU16 7UJ

Employer's website

https://www.fhft.nhs.uk/ (Opens in a new tab)