Pathology Service Desk Analyst

North West London Pathology; City of Westminster; On-site; GBP 22,000 - 26,000; Full time

Job summary

A leading NHS pathology service is seeking a dedicated Call Centre team member to provide an efficient telephone and enquiry service at Charing Cross Hospital. The successful candidate will possess excellent customer care skills and experience with IT systems. Training for the role will be provided. This position offers career development opportunities and a commitment to staff wellbeing.

Benefits

Career development

Flexible working

Staff wellbeing programmes

Cycle to Work scheme

Car lease schemes

Qualifications

• Experience in a call centre or similar environment preferred.
• Willingness to learn new Pathology techniques.
• Ability to treat customers and colleagues with politeness.

Responsibilities

• Provide efficient telephone and enquiry service for pathology results.
• Handle inbound and outbound calls promptly.
• Respond to user queries and complaints professionally.
• Maintain ownership of calls throughout their lifecycle.

Skills

Customer care skills

Experience with IT/telecommunications systems

Ability to handle complaints

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!

Responsibilities

• 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 escalate the requests to the groups according to the IT Support procedures and policies in place.

Benefits

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.

Start Dates 2026

• 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.

About NWLP

North West London Pathology (NWLP) is an NHS pathology partnership joint venture between Imperial College Healthcare NHS Trust, Chelsea & Westminster NHS Foundation Trust and The Hillingdon Hospitals NHS Foundation Trust. NWLP is modelled as a shared services organisation jointly owned by the three Trusts. The organisation is hosted by Imperial College Healthcare NHS Trust and as the legal entity for NWLP our staff are employed by Imperial College Healthcare NHS Trust.

NWLP is based on a 'hub and spoke' structure; the majority of routine, specialist and non-urgent activity is centralised at our hub site at Charing Cross Hospital. Urgent tests required for immediate patient management and treatment are performed in 24/7 Essential Service Laboratories based on-site within the seven hospital sites in the group.

The partnership has created an innovative and sustainable service that delivers outstanding quality to users and patients alike. This innovative approach allows the service to better manage demand, standardise operations, improve value for money and make use of state-of-the–art technology.

Our values are to be patient-focused, collaborative, expert and caring.