Customer Service Assistant

Cardiff and Vale University Health Board; Greater London; On-site; GBP 21,000 - 27,000; Full time

Job summary

The Medical Centre in Canning Town, Newham, is seeking a caring and capable administrator to join our frontline team. You will handle patient queries in person, by phone and via NHS apps, manage appointments, maintain records, and provide general admin support to doctors and nurses.

Key requirements include strong literacy, numeracy and IT skills, excellent communication, and previous customer service or administrative experience.

Qualifications

• GCSE English and Maths preferred.
• Previous experience in customer service or administrative role.
• Strong literacy, numeracy and IT skills are essential.
• Excellent communication and organisational skills.

Responsibilities

• Handle inbound queries in person, by phone, email, NHS app or text.
• Provide general administrative support and maintain patient records.
• Manage appointments and rescheduling; handle cancellations.
• Direct calls and messages to appropriate staff and take messages as needed.
• Support doctors and nurses with filing, prescriptions and referrals.
• Update and organise patient records to ensure accuracy.
• Assist with building security, opening and closing the surgery.

Skills

Customer service

Administrative support

IT skills

Communication

Education

GCSE English

GCSE Maths

Tools

NHS App

MS Office

Job description

We are looking for a caring, dynamic, and capable person who will work with the team to deliver exceptional service to patients, colleagues, and other stakeholders.,

• Handle inbound customer queries in person, via telephone, email, NHS app, texting, acting in a professional manner.
• General Administrative support
• Maintaining records
• Building security, Greeting and Assisting Patients: They are the first point of contact for patients, greeting them and assisting with their needs, whether in person or over the phone
• Appointment Management: Scheduling and managing appointments for patients, including handling cancellations and rescheduling.
• Telephone and Email Management: Answering calls and emails, directing them to the appropriate staff, and taking messages when necessary.
• Administrative Support: Providing administrative support to doctors and nurses, including filing patient records, processing repeat prescriptions, and managing patient referrals.
• Handling Patient Enquiries: Addressing patient enquiries efficiently and courteously, whether they are about appointments, prescriptions, or general practice information.
• Maintaining Records: Ensuring that patient records are up-to-date and accurately filed.
• Building Security: Ensuring the security of the practice premises, including opening and closing the surgery.
  You will be passionate about providing excellent customer service to our patients. Communication and IT are key with the ability to organise and prioritise tasks. Verbal and written skills will be of a high standard., A good standard of GCSEs, particularly in English and Maths, is preferred, Previous experience in a customer service or administrative role.
• Strong literacy, numeracy, and IT skills are essential.
• Good communication, organizational, and customer service skills.
• Friendly, patient, and understanding, with the ability to work accurately and methodically.
• The ability to handle stressful situations and deal with upset or angry patients.
  We are a training practice with a friendly team. The Medical Centre is situated in Canning Town, London Borough of Newham. We are also part of the South One Newham Primary Care Network (PCN)