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 andpathology 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, includingfollow-ups with relevant teams.
• Respond promptly to IT requests for support via telephone or email, and escalate therequests 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 2026Monday 2 February 2026Monday 2 March 2026Monday 13 April 2026Monday 11 May 2026Monday 1 June 2026Monday 6 July 2026Monday 3 August 2026Monday 7 September 2026Monday 5 October 2026Monday 2 November 2026Monday 7 December 2026
Candidates are advised to consider these start dates before agreeing end of service date with their current employer.
Details
Date posted
26 November 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
30,546 to 32,207 a year pa inclusive
Contract
Permanent
Working pattern
Full-time
Reference number
290-NWLP-355
Job locations
Charing Cross Hospital
London
W6 8RF
Job description
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 attachment with the job advert. Job description
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 attachment with the job advert.
Person Specification
Education/ Qualifications
Essential

• English Language & Mathematics GCE / GCSE

Desirable

• Customer service skills

Knowledge & Experience
Essential

• Experience of working as a telephonist/receptionist/ customer service representative
• Experience of working in a healthcare environment
• Microsoft Office experience
• Experience of filing systems and general clerical duties

Desirable

• Experience in an administrative role
• Audio typing

Skills/ abilities
Essential

• 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

Desirable

• Minute taking skills
• Ability to motivate others
• Audio typing

Person Specification
Education/ Qualifications
Essential

• English Language & Mathematics GCE / GCSE

Desirable

• Customer service skills

Knowledge & Experience
Essential

• Experience of working as a telephonist/receptionist/ customer service representative
• Experience of working in a healthcare environment
• Microsoft Office experience
• Experience of filing systems and general clerical duties

Desirable

• Experience in an administrative role
• Audio typing

Skills/ abilities
Essential

• 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

Desirable

• Minute taking skills
• Ability to motivate others
• Audio typing

Skills Required