Service Centre Assistant
| Posting date: | 07 August 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Negotiable |
| Hours: | Full time |
| Closing date: | 31 August 2025 |
| Location: | London, WC1H 9AX |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | E0127-25-0008 |
Summary
To provide a high level of customer service experience on the telephone and electronically. To ensure the service standards are met for all clients internally and externally. To ensure procedures are met both statutory and company guidelines. Main Duties To include, but not be restricted to, the following To represent The Doctors Laboratory as the first point of contact. To deliver excellent customer service through telecommunication and electronic systems. To understand the departments key service indicators and to ensure these are met daily. To respond appropriately to customers, clients and patients to their service needs and requirements. To handle and resolve complaints and issues as first point of contact resolution and to provide appropriate feedback to seniors. To direct requests and unresolved issues to the appropriate department or Team Leader. Actively develop customer and client rapports. To ensure all tasks assigned are handled and completely to the standards set by the training officer by the end of the shift, and to seek help with the workload if required. To be fully part of the day to day operations of the department To fully engage with the Training Officer within the department to fully understand all aspects of the role, and to ensure all documentation has been recorded as requested. To be knowledgeable and adept with the telephone system, IT equipment and all associated software. To communicate and coordinate with internal departments, for the requests and needs of thedepartment, clients and customers. Ensure continued smooth and effective processes of the department. To be able to work a variety of shifts covering from 0700am until 23:00 throughout the week also covering weekends and bank holidays. Saturday opening hours 0700-2300, Sunday 0900-1800 Bank holidays hours 0900-1730. Shifts are eight hours per day (Monday to Friday) and vary on the weekend ranging from 4 hours to 8 hours. We operate a hybrid working pattern based on shift patterns Monday-Friday. Saturday, Sundays and bank holidays all shifts are working from home. All Weekend and Bank holiday shifts are paid as overtime. Contracted hours are 40 hours per week.