Customer Service Assistant | Cambridge University Hospitals NHS Foundation Trust

Cambridge University Hospitals NHS Foundation Trust; Newmarket; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading healthcare provider in Newmarket is seeking dedicated team members for customer service in their pathology department. This full-time position requires strong communication, empathetic skills, and a competent touch typist. Responsibilities include assisting patients with queries, managing telephone inquiries, and liaising with clinics. The position offers flexible working hours and numerous employee benefits. Candidates with prior experience in customer service will be preferred.

Benefits

Development opportunities

On-site leisure facilities

Reduced cost bus travel

Subsidised parking

Hot food available 24/7

Flexible working arrangements

Qualifications

• Experience in a customer service role is vital.
• Proficiency as a competent touch typist with good computer knowledge required.
• Must demonstrate empathetic communication with patients.

Responsibilities

• Assist patients with outpatient queries.
• Respond to telephone queries from patients.
• Liaise with outpatient clinics for appointment bookings.

Skills

Customer Service Experience

Competent Touch Typist

Good Knowledge of Computer Systems

Professional Telephone Manner

Empathetic Communication Skills

Job description

Overview

Are you looking to join a high-performing Contact Centre Team which provides 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. Experience in Customer Service and proficiency as a competent touch typist with good knowledge of computer systems is required for this role. You will need to demonstrate an empathetic approach when communicating with patients and relatives.

Responsibilities

Deliver a wide range of Pathology services, assist patients with outpatient queries, respond to telephone queries from patients, liaise with outpatient clinics to assist with appointment bookings and other outpatient enquiries, manage telephone enquiries from pathology service users and patients, and provide first-level access to information for Pathology service users and patients.

Qualifications

• Experience in Customer Service
• Competent touch typist with excellent keyboard skills
• Good knowledge of using computer systems
• Professional telephone manner
• Empathetic communication skills when interacting with patients and relatives

Working Hours & Shift Patterns

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.

Interview Process

If invited to interview, you will be required to complete a 15‑minute MS Word test.

Equal Opportunity

We welcome applications from all backgrounds and encourage you to apply if you are a member of the Armed Forces. The Trust is committed to promoting a diverse and inclusive community and fully advocates and supports an inclusive working environment where every individual can fulfil their potential.

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 Graduate visa
• Successfully completed your course and have applied for a Graduate visa before the anticipated start date of your employment

As per Home Office guidelines, please be aware that the Trust is unable to offer sponsorship for this particular position.

Benefits

• Development opportunities and a wide range of benefits
• On‑site leisure facilities, shopping concourse and day nurseries
• Reduced cost Stagecoach bus travel to and from Cambridge University Hospital site; free Park and Ride bus journeys between Babraham Road and Trumpington sites, and to and from Cambridge train station and our hospitals
• Subsidised cost of parking on site for eligible staff
• Hot food available 24/7 and at a reduced cost for colleagues
• Purpose‑created colleague‑only café in the Deakin Centre with free tea, coffee, break space and private outside area
• Flexible arrangements including part‑time working, job‑share, term‑time working and flexible start and finish times

Additional Information

The advert will close at midnight on 28 December 2025. Interviews are scheduled for 6 January 2026.