Pathology Service Desk Analyst

North West London Pathology; City Of London; On-site; GBP 20,000 - 28,000; Full time

Job summary

A healthcare service provider in London is seeking a Call Centre team member to handle calls from GPs and clients regarding pathology results. The role requires customer service experience, proficiency with IT systems, and excellent communication skills. Successful candidates will join a supportive environment with opportunities for professional development.

Benefits

Career development

Flexible working hours

Staff wellbeing programmes

Recognition schemes

Cycle to Work scheme

Qualifications

• Experience of working as a telephonist/receptionist/customer service representative.
• Experience of filing systems and general clerical duties.

Responsibilities

• Provide efficient telephone and enquiry service for pathology results.
• Handle inbound and outbound calls in a timely manner.
• Respond to user queries and complaints professionally.
• Maintain ownership of calls throughout their lifecycle.
• Respond to IT support requests.

Skills

Experience in customer service

Typing speed of 30 wpm

Accuracy and attention to detail

Positive and flexible approach to work

Minute taking skills

Ability to motivate others

Education

Experience in a healthcare environment

Administrative experience

Job description

We are now offering a fantastic opportunity to join our friendly and dedicated Call Centre team at Charing Cross Hospital.

The Pathology Department Call Centre handles calls from GPs, Internal and external clients who require Pathology Results or clinical information. The Call Centre is also responsible for the distribution of Pathology consumables and reports.

This busy service has a set of Key performance indicators which are continuously monitored and regularly demonstrate a good service. The Call Centre is part of Pathology Business Services; Pathology Business Services actively encourages Lean working and continuous Service Improvement.

The successful applicant will have either experience of working in a similar environment or basic knowledge of Pathology IT systems. They will be willing to learn new techniques and have experience of working with IT or telecommunications systems. They must be able to treat customers, colleagues and staff politely at all times, and be willing to respond to queries and complaints. They must champion and demonstrate excellent customer care skills.

Pathology actively supports the training and development of all staff, thus training will be provided for the candidate who can demonstrate a commitment to developing the role and service.

We are committed to your personal and professional development and you will have opportunities to fulfil your potential with NWLP.We look forward to hearing from you!

Main duties of the job

• Provision of an efficient telephone and enquiry service for pathology result and pathology IT.
• Handle a large volume of inbound and outbound calls in a timely manner.
• Responding to user queries and complaints in an efficient and professional manner.
• Escalating user issues with management when the need arises. Identify customer needs, research issues, resolve complaints, and provide solutions.
• Maintain ownership of calls throughout the lifecycle of a caller's request, including follow-ups with relevant teams.
• Respond promptly to IT requests for support via telephone or email, and escalaterequests to the groups according to the IT Support procedures and policies in place.

About us

Benefits include career development, flexible working, staff wellbeing programmes, staff awards and recognition scheme. We also have available benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.

NWLP Induction

The NWLP induction will run on the first Monday of each month (provided it does not fall on a bank holiday) and includes laboratory training (for relevant laboratory roles). All new staff must attend the NWLP induction during their first week with NWLP.

For 2026, see below the start dates which you will be able to book once you have completed all your pre-employment checks.

• Monday 5 January 2026
• Monday 2 February 2026
• Monday 2 March 2026
• Monday 13 April 2026
• Monday 11 May 2026
• Monday 1 June 2026
• Monday 6 July 2026
• Monday 3 August 2026
• Monday 7 September 2026
• Monday 5 October 2026
• Monday 2 November 2026
• Monday 7 December 2026

Candidates are advised to consider these start dates before agreeing end of service date with their current employer.

Job responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.

For both overviews please view the Job Description attachment with the job advert.

Person Specification

Education/ Qualifications

Knowledge & Experience

• Experience of working as a telephonist/receptionist/ customer service representative
• Experience of working in a healthcare environment
• Experience of filing systems and general clerical duties
• Experience in an administrative role

Skills/ abilities

• Typing speed of 30 wpm
• Accuracy and attention to detail
• Positive and flexible approach to work
• Able to prioritise and meet deadlines for others and self
• Minute taking skills
• Ability to motivate others

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.