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Summary

Addington Road Surgery are looking for a Level 3 Customer Service Specialist to be the face of the surgery. Meeting and greeting patients, all other key staff will be a key focus and is integral, making them feel welcome and handling busy periods and challenging situations.

Wage

£11,778 to £19,047.60, depending on your age

National Minimum Wage

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£300 a week

Training course

Customer service specialist (level 3)

Hours

To be confirmed

30 hours a week

Start date

Monday 5 May 2025

Duration

1 year 3 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you’ll do at work

Strong communication and interpersonal skills to effectively engage with patients, healthcare professionals, and staff
Proficiency in Microsoft Office for handling administrative and clerical tasks
Excellent organisational abilities to manage multiple responsibilities efficiently
Attention to detail to ensure accuracy in scheduling, patient record management, and coordinating care
Ability to multitask in a fast-paced healthcare setting
Empathetic and patient-focused approach to provide compassionate support and assistance
Ability to work effectively within a triage system, ensuring patient needs are addressed promptly and directed to the appropriate clinical or non-clinical pathway

Where you’ll work

77 ADDINGTON ROAD
WEST WICKHAM
BR4 9BG

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

LONDON SOUTH EAST COLLEGES

Your training course

Customer service specialist (level 3)

Equal to A level

Course contents

Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
Service Improvement: Make recommendations based on your findings to enable improvement
Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Your training plan

This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

More training information

On programme Training:

Level 3 Business Administrator Apprenticeship Standard
Level 2 Functional Skills in maths and English
Institute of Apprenticeship Certificate

End-Point Assessment (EPA):

Knowledge test
Skills test
Oral questioning - underpinned by portfolio

Requirements

Desirable qualifications

GCSE in:

Maths & English (grade Grades 4-9 (A*- C))

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
Number skills
Analytical skills
Logical
Team working
Creative
Initiative
Non judgemental
Patience
Physical fitness
Punctual
Time management

Other requirements

Addington Surgery strives for excellence in holistic healthcare, this means being empathetic and putting the patient and their care 1st. Always leading by example in the work.

About this company

The Addington Road Surgery website provides a vast range of health information and resources, along with practical information on visiting the surgery.

http://www.addingtonroadsurgery.co.uk (opens in new tab)

After this apprenticeship

Retained into the role Full time or upskilled into other roles within the surgery

Ask a question

The contact for this apprenticeship is:

LONDON SOUTH EAST COLLEGES

Evelyn Nartey

evelyn.nartey@lsec.ac.uk

02039544152

The reference code for this apprenticeship is VAC1000310273.

Apply now

Closes in 27 days (Saturday 3 May 2025 at 11:59pm)

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

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