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 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 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.