Customer Service Assistant 33 views

NHS AfC: Band 2

Main area: Community Phlebotomy
Grade: NHS AfC: Band 2
Contract: Permanent
Hours: Part time – 21 hours per week
Job ref: 395-WF102-24
Site: Chingford Health Centre
Town: Chingford
Salary: £26,696 pa pro rata (plus HCAS)
Salary period: Yearly
Closing: 13/06/2024 23:59

Joining #TeamNELFT means you’ll become part of a welcoming and supportive working environment. We’re CQC rated Good, and we want you to join us on the journey towards an Outstanding rating. NELFT has sites across North East London, Essex, Kent and Medway. We provide community and mental healthcare services to adults and children within these areas.The Trust has award winning equality and diversity initiatives and staff health and wellbeing activities. We invest heavily in your development, because when you are valued and supported, we provide the best care to our patients. We are a Level 3 Disability Confident Leader, have been featured in the Working Families Top 10 Employers benchmark for three consecutive years, and we have achieved a Carers UK Level 1 Accreditation. Along with our staff networks and training opportunities, we work hard to embed a just and compassionate culture here at NELFT.

Find out more about NELFT careers and what makes our Trust a great place to work, in this video

Job overview

NELFT are looking for a friendly and enthusiastic person to join a busy community phlebotomy clinics providing a front of house service to the patients.  The successful candidate will perform the following duties:

Main duties of the job

  • Provide an effective and efficient front of house service to clients who visit the Phlebotomy clinic
  • Present a calm and friendly image to clients
  • Respond to frequent general enquiries, promptly and in a professional and courteous manner whilst recognising barriers to communication
  • Explain process of system in relation to calling patients into bleeding room
  • Support clients to check in for pre-booked online appointments
  • Support clients book future appointments via the kiosk
  • Problem solve when patient appointments cannot be found, working closely with Phlebotomists
  • Signpost clients to the other clinics within Waltham Forest if necessary
  • Promote patient satisfaction survey at kiosk
  • Receive deliveries of stock to Phlebotomy clinic
  • Order stock required for the clinic on a weekly basis
  • Be aware of business continuity plans to support service when necessary
  • Be general link between clients and Phlebotomists
  • Help patients register to Swiftqueue if they have their own devices

The working days/hours for this post will be discussed at interview

Working for our organisation

Probationary Period

This post will be subject to a probationary period. Internal applicants are exempt from the probationary period (unless you are an internal applicant currently part way through a probationary period or currently a bank member of staff).

Starting with NELFT

NELFT place a great deal of importance on new starters being properly welcomed and inducted into the Trust. All new starters will join the Trust on the first Monday of each month and will undertake a comprehensive induction of up to two weeks which will include mandatory training, systems training and the allocation of equipment. As part of the process new starters will have the opportunity to also meet the executive team, senior managers and attend a number of drop in sessions focusing in engagement, health and wellbeing and key processes. The induction will be held at our head office in Rainham, Essex.

High Cost Area Supplement – London

This post also attracts payment for High Cost Area Supplement of 15% of the basic salary (minimum payment of £4,313 and a maximum payment of £5,436 per annum pro rata).

Detailed job description and main responsibilities

Please refer to the attached job description and person specification for further details on this vacancy.

Person specification

CS Assistant

Essential criteria
  • Essential Qual
  • Essential Skills
  • Essential Knowledge
  • Essential Experience
Desirable criteria
  • Desirable Knowledge
  • Desirable Experience
  • Desirable Skills
  • Desirable Qual


Essential criteria
  • 1 years experience in front of house role


Essential criteria
  • Basic knowledge of phlebotomy


Essential criteria
  • Must be flexible with working locations

Employer certification / accreditation badges

Employers for CarersApprenticeships logoAge positiveDisability confident employerHappy to Talk Flexible WorkingDefence Employer Recognition Scheme (ERS) - GoldEmployers Network for Equality & InclusionCareer Confident EmployerTop Employers for Working Families 2021Top 10 Employer 2023

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Documents to download

Further details / informal visits contact

Name: Claire Hartford
Job title: Phlebotomy Lead
Email address:
Telephone number: 07989342126
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