Job summary
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.
The Service Desk is based in Westbrooke House, Fordham Road, 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.
About us
Our Trust
Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke's Hospital and the Rosie Hospital in Cambridge. With over 12000 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.
Job description
Job responsibilities
Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.
Please note:- Internal applicants on permanent contracts can only apply for this post as a secondment and must have the approval of your current line manager before applying.
As per Home Office guidelines, please be aware that, unfortunately, the Trust is unable to offer sponsorship for this particular position.
This vacancy will close at midnight on 2nd June 2024.
Interviews are due to be held on 12th June 2024.
Benefits to you
We offer development opportunities and a wide range of benefits including on-site leisure facilities, shopping concourse, day nurseries and access to a great transport system with easy access to airports and rail travel.
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.
Job description
Job responsibilities
Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.
Please note:- Internal applicants on permanent contracts can only apply for this post as a secondment and must have the approval of your current line manager before applying.
As per Home Office guidelines, please be aware that, unfortunately, the Trust is unable to offer sponsorship for this particular position.
This vacancy will close at midnight on 2nd June 2024.
Interviews are due to be held on 12th June 2024.
Benefits to you
We offer development opportunities and a wide range of benefits including on-site leisure facilities, shopping concourse, day nurseries and access to a great transport system with easy access to airports and rail travel.
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
- Educated to GCSE level (or equivalent) with English and Maths Grade C or above.
Desirable
- Typing/ICT qualification, e.g, ECDL advanced level qualified or equivalent experience.
Experience
Essential
- Experience of 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
- 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
- Understanding of confidentiality and data protection.
- Good knowledge of office procedures.
- Understanding of customer service values.
- Working knowledge of Microsoft Office applications.
Desirable
- Knowledge of Medical Terminology.
Skills
Essential
- 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
- 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.
Person Specification
Qualifications
Essential
- Educated to GCSE level (or equivalent) with English and Maths Grade C or above.
Desirable
- Typing/ICT qualification, e.g, ECDL advanced level qualified or equivalent experience.
Experience
Essential
- Experience of 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
- 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
- Understanding of confidentiality and data protection.
- Good knowledge of office procedures.
- Understanding of customer service values.
- Working knowledge of Microsoft Office applications.
Desirable
- Knowledge of Medical Terminology.
Skills
Essential
- 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
- 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.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
Cambridge University Hospital NHS Foundation Trust
Address
Pathology Service Desk-Division B
Westbrooke House
Newmarket, Suffolk
CB8 7XN
Employer's website
https://www.cuh.nhs.uk (Opens in a new tab)