Apprentice Customer Service Advisor

Summary

Stockbridge Village Health Centre are looking for a motivated and caring apprentice to join their team. Duties include face to face interaction with patients on the telephone and at the reception desk. Dealing with a number of enquiries regarding referrals, blood results, prescriptions, ambulances and liaising with staff in secondary care.

Annual wage: £12,480 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday - Friday, 8.00am - 4.00pm with 30 minutes for lunch.
37 hours a week
Possible start date: Monday 7 October
Duration: 1 Year
Positions available: 1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

Duties include but are not limited to:

Making appointments for general surgeries and clinics over the telephone and at reception desk by use of computerised appointment system
Greeting patients
Dealing with queries or signposting them to the relevant member of staff, eg Doctor, District Nurse, Health Visitor, Practice Nurse etc.
Dealing with internal and external phone queries
Filing/scanning
Replenishing stock in clinical rooms on a daily basis, eg gloves, urine pots etc.
Entering requests for home visits on visit screen and informing the on-call doctor
Accepting, issuing and ensuring that repeat prescriptions are signed and ready for collection within the specified time limits
Sorting new patient medical records ready for summarising
Using Task Manager
Ensuring that all pathology samples are labelled correctly and sent
Using your own judgement and effective communication skills
Assisting clinical staff with clerical work, eg flu clinics etc.
Populating nurse clinics, eg smears, asthma, COPD, LD etc.

Where you’ll work

Stockbridge Village Health Centre

Leachcroft

Waterpark Drive

Liverpool

L28 3QA

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

ST HELENS COLLEGE

Your training course

Customer service practitioner (level 2)

Equal to GCSE

Course contents

Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.

Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or

Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.

Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.

Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.

Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.

Demonstrate patience and calmness.

Show you understand the customer’s point of view.

Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.

Maintain informative communication during service recovery.

Your training plan

Level 2 Customer Service Practitioner Apprenticeship Qualification
The apprenticeship is a fully remote apprenticeship, based at the employer address with assessor interventions

Requirements

Essential qualifications

GCSE or equivalent in:

English (grade 4/C)
Maths (grade 4/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
Mature
Ability to use common sense
Caring Nature
Approachable
Positive attitude
Sense of responsibility

Other requirements

This role is a very demanding role and the successful applicant would need to be resilient to the challenging situations and the frustrations of patients.

About this company

Stockbridge Village Health Centre is a GP Surgery based in Stockbridge village. The practice has a list size of 8800 patients and is a well established practice in the heart of the community. We have a team of 8 admin staff some of whom are also trained in more clinical areas such as phlebotomy. There are three partners and two salaried GPs so you would be joining a young and supportive team.

http://www.stockbridgevillagehealthcentre.nhs.uk (opens in new tab)

After this apprenticeship

Once fully trained in the reception area, the successful candidate can progress into administration and learning of coding and summarising of medical letters/notes

Ask a question

The contact for this apprenticeship is:

ST HELENS COLLEGE

Connie

appenquiry@sthelens.ac.uk

The reference code for this apprenticeship is VAC1000277076.

Apply now

Closes in 11 days (Friday 4 October 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.

Cookies on Find an apprenticeship

Contents