Customer Service Assistant in Norwich

• Customer Service Assistant Administration Norwich , Norfolk Permanent Aug 5, 2026
• Customer Service Assistant
• Join Our Team

We are looking for a friendly, organised and professional Customer Service Assistant to join our growing clinic team.

This is a varied role that combines customer service and administrative support, making it ideal for someone who enjoys handling in inbound and outbound calls while delivering an excellent patient experience and supporting the smooth running of healthcare operations.

You will be the first point of contact for patients, visitors and referrers, helping to create a welcoming and positive experience while supporting clinicians and operational teams through a range of administrative activities.

• What You'll Be Doing
• Patient Experience and Customer Service
• Deliver a professional, friendly, and efficient service to all patients, clients, and referrers across telephone, email and other online channels.
• Act as a key point of contact for patient enquiries, providing accurate information and resolving queries where possible.
• Ensure all interactions contribute to a positive patient experience and reflect organisational values.
• Handle patient concerns or complaints sensitively and escalate where appropriate.
• Appointments and Call Handling
• Manage a high volume of inbound calls from patients, referrers, and stakeholders.
• Make outbound calls to patients to arrange appointments, follow up on referrals, and support with queries.
• Book, amend, and cancel appointments, including managing short-notice changes and rescheduling lists.
• Support effective utilisation of clinic capacity through efficient appointment coordination.
• Administrative and Operational Support
• Book, amend and cancel patient appointments, including managing rescheduling lists when required.
• Manage patient inbox and chats, responding to queries and directing communications appropriately.
• Process new patient referrals, including uploading documentation and initiating patient records.
• Update referrer portals and systems with accurate and timely information.
• Liaise with third-party referral organisations to support patient treatment pathways.
• Assist the Administration Team as required with additional admin duties including but not limited to sending discharge letters, managing multiple mailboxes and referrer emails
• Maintain accurate records in line with data protection and confidentiality requirements.
• What We\'re Looking For

Essential

• Experience working in a customer service, reception or patient-facing role.
• Previous administrative experience in a busy environment.
• Excellent communication and interpersonal skills.
• Strong organisational and multitasking abilities.
• Confident handling high volumes of telephone calls and emails.
• Good IT skills and experience using computer-based systems.
• Ability to prioritise workload and work effectively under pressure.
• A professional, positive and patient-focused approach.

Desirable

• Previous experience working within a healthcare, clinical or medical environment.
• Experience dealing with patients, members of the public or healthcare professionals.
• Understanding of patient confidentiality and data protection requirements.

About You

• You\'ll be: Friendly, approachable and professional.
• Compassionate and committed to delivering excellent patient care.
• Proactive and self-motivated.
• Adaptable and flexible in your approach to work.
• A strong team player who enjoys supporting others.
• Calm and organised in a busy environment.

Why Join Us?

In return, you\'ll become part of a supportive team dedicated to delivering outstanding patient care and service.

You\'ll play an important role in ensuring patients receive a positive experience from their first interaction with our clinic through to the completion of their treatment journey.

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