Customer Care Assistant jobs in United Kingdom

Go back Chelsea and Westminster Hospital NHS Foundation Trust

The closing date is 04 January 2026

The post holder will play a vital role in supporting registered nurses and the wider clinical team in delivering high standards of patient care within the Endoscopy Department. They will contribute to the safe and efficient operation of the service by undertaking specialised decontamination duties and ensuring compliance with departmental protocols and national standards.

To assist and support the registered nurses in providing high standards of care, whilst supporting the efficient running of the Endoscopy Department.

To undertake decontamination sciences duties under indirect supervision of the Decontamination team leader in providing a specialised decontamination of medical devices service contributing to the clinical care of the patients.

To carry out the receipt, disassembly, cleaning, reassembly, inspection, packing, sterilisation of reusable medical devices.

Record all tasks in the Healthcare Science Information System (tracking and tracing) database.

Work in accordance with the Department's Standard Operating Procedures and Quality Management System.

To work within the boundaries of their existing and developing skills at all times. The post holder is expected to maintain high standards of care, managing their time, tasks and resources effectively.

The role involves exposure to blood and body fluids.

The post holder will work to ensure that endoscopy specific guidelines and protocols are adhered to and JAG standards are maintained.

Our Trust is one of England's top‑performing and safest trusts. We operate two main acute hospital sites – Chelsea and Westminster Hospital and West Middlesex University Hospital – along with award‑winning clinics across North West London.

Our nearly 7,500 staff care for a diverse population of 1.5 m, providing full clinical services including maternity, A&E and children’s services, plus specialist HIV and sexual health care. The CQC rates us Good in safety, effectiveness, care and responsiveness, and Outstanding in leadership and resource use.

We continually invest in our facilities, including a £30 m expansion of critical care at Chelsea and an £80 m Ambulatory Diagnostic Centre at West Mid.

We are delivering sustainable healthcare through our Green Plan. In line with Greener NHS ambitions, we aim for net zero carbon emissions by 2045. Achieving this requires collective effort. We encourage staff to reduce their impact on carbon, waste and pollution wherever possible. Every action counts to create a healthier, more sustainable future.

We are committed to equal opportunities and believe diversity drives innovation and excellence. We welcome applications from the global majority, veterans and under‑represented communities, valuing the perspectives they bring.

If you haven't heard from us within 3 weeks of the closing date, your application was likely unsuccessful. Employment is subject to a six‑month probation. Some roles may require weekend shifts at multiple sites.

Key responsibilities

• Work in accordance with Departmental Quality Policy, Standard Operating Procedures and Quality Management System.
• Reprocess reusable medical devices: disassemble, clean, disinfect, inspect, assemble, sterilise, dispatch and track in a control environment.
• Provide advice and training to apprentice decontamination technicians, trainee nurses and HCAs.
• Provide a collection and delivery service to department customers.
• Inform the Decontamination Team Leader of any raw material shortages and ensure stock is located.
• Meet the demands of the department’s workload whilst consistently achieving high quality standards, measured by in‑process checks and non‑conformance reports.
• Investigate non‑conformance reports as instructed.
• Use manual dexterity and concentration for the disassembly of reusable medical devices in accordance with Manufacturer’s instructions.
• Operate decontamination equipment and carry out routine tests in accordance with Quality Standards and Guidance.
• Communicate with enquiries from users and other members of healthcare staff in a polite and helpful manner, seeking scientific advice where required.
• Carry out duties consistent with the responsibility of the grade and the needs of the service.
• Prepare and maintain high standards of cleanliness in the working environment.
• Prepare and maintain consultation, examination, and procedure rooms, ensuring necessary equipment and documentation are available at all times.
• Assist in the preparation of notes and documents for patient lists.
• Assist the endoscopist with a range of diagnostic procedures performed in the endoscopy unit.
• Familiarise with, and work to, the protocols and policies of the endoscopy department and trust policies.
• Accurately record and file patient information.
• Transport specimens, test requests, notes or any charts as requested.
• Provide patient care and treatment as directed by the registered nurse, within the boundaries of assessed competency, to support the patient's treatment plan.
• Provide support to staff and patients during endoscopy procedures.
• Ensure equipment is in working order and report faults accordingly.
• Escort patients to other wards or departments as required.
• Encourage users to give feedback on their experience.
• Protect and maintain patient confidentiality at all times in line with trust policies.
• Undertake delegated duties as directed by the registered nurse.
• Deal with all enquiries politely and effectively in all circumstances, seeking support from a registered nurse when appropriate.
• Undertake extended skills specific to individual competence under the indirect supervision of the registered nurse.
• Report incidents and potential risks to the sister or charge nurse.

• Gastrointestinal Physicians
• Colorectal Consultants
• Head of Decontamination
• Lead Nurse for Endoscopy
• Decontamination Team Leader
• Senior and Specialist Nurses
• Other diagnostic team
• Department of Nursing

• Education & qualification – Secondary Level Education, basic computer skills, NVQ2 in Health and Social Care or equivalent; NVQ3 (Technical Certificate Decontamination) or equivalent decontamination training.
• Experience – Demonstrable previous experience within a decontamination or theatre environment.
• Skills and knowledge – Ability to demonstrate initiative, excellent communication skills, IT literacy, ability to plan and prioritise workload, evidence of working collaboratively in a multi-disciplinary team.
• Personal qualities – Ability to form professional interpersonal relationships, approachable, polite, flexible, team‑player, able to cope with stressful situations, adaptable to change.
• Experience – Evidence of continuous professional development and NHS experience.
• Skills and knowledge – Understanding of NHS, Trust performance targets and JAG standards, knowledge of traceability systems.

This post is subject to the Rehabilitation of Offenders Act (Exemption 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.

Chelsea and Westminster Hospital NHS Foundation Trust

£29,651 to £31,312 a year per annum inclusive of HCAS