Pathology Service Desk Analyst

Job Summary 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 escalate the requests 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 2024/25, see below the start dates which you will be able to book once you have completed all your pre-employment checks. Monday 1 September 2025 Monday 6 October 2025 Monday 3 November 2025 Monday 1 December 2025 Candidates are advised to consider these start dates before agreeing end of service date with their current employer.

Details Date posted 13 August 2025 Pay scheme Agenda for change Band Band 3 Salary Depending on experience pa inclusive Contract Permanent Working pattern Full-time Reference number 290-NWLP-320 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 Job Description 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 Job Description attachment with the job advert.

Person Specification Essential Education/ Qualifications 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 6 months experience in an administrative role Audio typing Essential 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 Desirable Minute taking skills

Person Specification 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

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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website. From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.

Additional information 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website. From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.

Employer details Employer name North West London Pathology Address Charing Cross Hospital London W6 8RF Employer's website

Employer details Employer name North West London Pathology Address Charing Cross Hospital London W6 8RF Employer's website