Helpdesk Clerical Officer

Frimley, England, United Kingdom

7/18/2025

Job Overview

We are looking for an individual to join our busy BSPS Helpdesk Department, supporting the delivery of a high-quality, patient-focused service. This role is vital in ensuring the smooth operation of the helpdesk, which serves both patients and healthcare professionals.

As a Helpdesk Assistant, you will be the first point of contact for telephone and email enquiries. Your main responsibilities will include booking blood test appointments, relaying test results to clinicians, and responding to email requests for results. You will need to communicate clearly and sensitively, maintaining confidentiality at all times.

You will work closely with clinicians and other healthcare professionals, helping to ensure that patient care is supported by accurate and timely information. The ideal candidate will be organised, approachable, and able to manage a varied workload in a fast-paced environment.

Experience in a customer-facing or administrative role is desirable, and full training will be provided. A commitment to providing excellent service and the ability to remain calm under pressure are essential.

If you have a passion for supporting healthcare services, we would love to hear from you.

Main duties of the job

• Perform accurate and timely data entry using the Enterprise Laboratory Information Management System (LIMS) to support the daily operations of the BSPS Helpdesk.
• Handle incoming telephone calls in a professional and courteous manner, assisting patients and healthcare professionals with general enquiries.
• Book blood test appointments over the phone, ensuring all details are correctly recorded and appointments are scheduled in line with service availability.
• Respond to telephone helpline queries using a prepared script to ensure consistency and clarity of information provided.
• Assess the nature of enquiries and refer more complex or specialised questions to the appropriate department or team member where necessary.
• Maintain confidentiality and adhere to information governance protocols at all times when handling patient or clinical information.
• Support the Helpdesk team with general administrative tasks as required, contributing to the smooth and efficient running of the department.
• Uphold excellent customer service standards, showing empathy, patience, and professionalism in all interactions.
• Participate in team meetings, training sessions, and ongoing development activities to support continuous improvement and high-quality service delivery.
  
  

Working for our organisation

Frimley Health NHS Foundation Trust is committed to being an inclusive and disability confident employer and has been awarded the Gold for the Armed Forces Employment Recognition Scheme. We provide first class development opportunities for all staff and have a wide range of professional, management and leadership, and clinical skills training available.

Here at Frimley Health NHS Foundation Trust, we know how important it is to have a healthy work life balance; this benefits not only individuals but the patients we care for too.

We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours, we do our utmost to work with our staff to meet their needs and the needs of our service and its users.

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Detailed Job Description And Main Responsibilities

For a full list of responsibilities and tasks associated with this role, please refer to the job description/person specification attached to this vacancy.

Person specification

Qualifications

Essential criteria

• At least 5 GCSE’s / NVQ to level 2, equivalent qualifications, or equivalent experience
  
  

Experience

Essential criteria

• Experience of working in an office environment
  
  

Desirable criteria

• Use of BSPS LIMS e.g. Winpath Enterprise to include accessing patient results and data entry
  
  

Skills & Knowledge

Essential criteria

• Ability to work to deadlines, well organised and flexible
• Written and verbal communication skills including a clear concise and polite telephone manner
  
  

Desirable criteria

• Knowledge of the BSPS quality management system including the nonconformity reporting pathway
  
  

Frimley Health NHS Foundation Trust (FHFT) has an outstanding reputation and a proud record of achievement. As a well performing, well led and ambitious Foundation Trust, we have exciting times ahead of us. We have an ongoing commitment to improving the health and care services for the 900,000 people we serve across Berkshire, Hampshire, Surrey and south Buckinghamshire.

We are proud of the ambitions laid out in our strategy, Our Future FHFT, including our vision to be a leader in health & wellbeing, delivering excellence for our communities.

We continue to invest in our services and facilities, including a £10 million upgrade to the hospital maternity unit as well as £49m major new Emergency Assessment Centre on our Wexham Park site. The opening of a brand new £100m state of the art hospital which replaced the existing hospital facility at Heatherwood and are planning to invest further in diagnostics and inpatient capacity at Frimley Park.

We have also made significant investment in our quality improvement and digital programmes to support our vision and we will ensure that we achieve our aim of providing the highest quality healthcare to our patients. Our new EPR – Epic – went live in June and we are already beginning to reap the benefits of this ambitious investment.

Our three core values, and the behaviours that support them, guide everything we do and set out what we expect of our staff in the way they treat patients, visitors, service users and each other, Committed to Excellence, Working Together and Facing the Future.

Apply online now