Job Description

An exciting opportunity has arisen to join the Patient Experience team at King's College Hospital as a Helpdesk Advisor. This entry role provides a unique opportunity for anyone interested in joining the NHS and supporting our patients as they navigate the hospital and services that we provide.
Main duties of the job

• To provide a welcoming and informative reception service to patients and visitors to King's College Hospital. To provide information, help and assistance to patients, public and staff using helpdesk
• To support the delivery of the Patient Advice and Liaison Service
• To support the delivery of the interpreting contract
• Over the weekends, to support weekend delivery of the volunteering function

About us
King's College Hospital NHS Foundation Trust is one of the UK's largest and busiest teaching Trusts with a turnover of c1 billion, 1.5 million patient contacts a year and around 14,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King's College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in Bromley.
King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.
The trust-wide strategy Strong Roots, Global Reachis our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we can take Team King's to another level.
Details
Date posted
02 October 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
30,546 to 32,207 a year per annum inc HCA's
Contract
Permanent
Working pattern
Full-time
Reference number
213-CORP-7523602
Job locations
King's College Hospital NHS Foundation Trust (Trust Wide)
Denmark Hill
London
SE5 9RS
Job description
Job responsibilities
Please refer to the attached job description and person specification for the information about the main responsibilities of the role. Job description
Job responsibilities
Please refer to the attached job description and person specification for the information about the main responsibilities of the role.
Person Specification
Education and qualification
Essential

• Qualification or equivalent relevant experience in complaints, Patient Advice and Liaison or customer care roleQualification or equivalent relevant experience in complaints, Patient Advice and Liaison or customer care role
• Evidence of continuous professional development

Desirable

• Qualification in administration

Knowledge and experience
Essential

• Previous experience in customer care focused environment
• Proven experience of communicating complex and sensitive information with a range of staff internally
• Experience in dealing with difficult situations including aggressive behaviour
• Knowledge of the Data Protection Act

Desirable

• Good knowledge of the Patient Advice and Liaison Service
• Significant experience of recording information on risk management systems
• Experience of working collaboratively with multidisciplinary and multi-agency teams
• Experience of mediation or conciliation

Person Specification
Education and qualification
Essential

• Qualification or equivalent relevant experience in complaints, Patient Advice and Liaison or customer care roleQualification or equivalent relevant experience in complaints, Patient Advice and Liaison or customer care role
• Evidence of continuous professional development

Desirable

• Qualification in administration

Knowledge and experience
Essential

• Previous experience in customer care focused environment
• Proven experience of communicating complex and sensitive information with a range of staff internally
• Experience in dealing with difficult situations including aggressive behaviour
• Knowledge of the Data Protection Act

Desirable

• Good knowledge of the Patient Advice and Liaison Service
• Significant experience of recording information on risk management systems
• Experience of working collaboratively with multidisciplinary and multi-agency teams
• Experience of mediation or conciliation

Skills Required