Customer Service Apprentice

Summary

We are currently looking for an apprentice to join our friendly team, working in a fast paced and exciting environment. The successful candidates will provide direct support to other members of the practice with administrative tasks in a busy office environment.

Annual wage: £11,980.80 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday 8am– 4pm (1 hour break) Tuesday Day off (college work) Wednesday 8am– 6pm (1 hour break) Thursday 8am– 1pm Friday 8am– 6pm (1 hour break)
36 hours a week
Possible start date: Monday 14 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

Promoting a positive and pro-active image of the practice by welcoming patients to the practice
Working within the wider patient advisor team to complete administrative duties
Supporting the practice by helping to reach targets and complete projects
Filing and processing of patients paper medical notes stored at the practice
Dealing with incoming mail efficiently so it can be directed to the relevant teams
Dealing effectively and courteously with incoming and outgoing telephone calls
Working with the reception team to open and close the buildings at the start and end of the working day
Completing individual and team tasks to action requests and queries from patients and from clinical staff

Where you’ll work

23 Beaumont Road

Plymouth

PL4 9BL

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

ACHIEVEMENT TRAINING LIMITED

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

You will receive specific on-the-job training from the employer in your workplace at Pathfields.

Off-the-job training will be delivered using either weekly classroom sessions delivered at Achievement Training city centres location, or you will be work based and will be given time in the working week to study towards the theory element of the programme. You will be working towards the following qualifications:

Level 2 Customer Service Practioner Apprenticeship Standard
Apprentices without Level 2 English and maths (A*-C or 9-4 GSCE) will need to achieve this level before the end of their apprenticeship

Requirements

Essential qualifications

GCSE in:

English & Maths (grade 4)

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
Attention to detail
Organisation skills
Customer care skills
Team working

About this company

We are a GP single-practice Primary Care Network based within the Plymouth area, providing care to over 30,000 patients. We aspire to delivering excellence in health care and feel the best model to achieve this is one where we have a unified service working across multiple locations including Plympton, Laira, Efford, Crownhill and the city centre. This gives our patients choice: choice over where they visit and who they see. This is particularly useful for patients that need a little extra expertise – many of our clinicians have a specific area of interest and sometimes it is worth travelling to see them for their extra skills in a specific area.

https://pathfields.nhs.uk/ (opens in new tab)

Company benefits

An opportunity to join the NHS Pension scheme. An opportunity to join the Cycle to Work Scheme. 6.6 weeks holidays including bank holidays (pro rata). Eligibility for the NHS discount service.

After this apprenticeship

You could continue on to advanced and higher apprenticeships.

Customer service skills transfer across lots of different jobs and industries.

With experience you could:

Become a team leader, training officer or customer services manager
Move into areas of a business like sales or account handling

Ask a question

The contact for this apprenticeship is:

ACHIEVEMENT TRAINING LIMITED

Macie Thirlby

Admissions@achievementtraining.com

01752 202266

The reference code for this apprenticeship is VAC1000277099.

Apply now

Closes in 18 days (Monday 7 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.

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