Apprentice Partnership Co-Ordinator

Summary

You will be the first person they speak to from the clinic, and you will be responsible for giving them the information that allows them to make the decision that they have made the right choice in choosing us as their provider. The successful applicant will be expected to provide administrative duties to assist clients with all their enquiries.

Annual wage: £12,313.60 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday - Friday, 9.00am - 5.00pm, with a 30 minute unpaid lunch.
37 hours a week
Possible start date: Thursday 31 October
Duration: 1 Year 3 Months
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

Outcome Expected:

To grow the clinics' revenue in 2 ways

Firstly and primarily, the candidate who fills the position will be expected to implement our Marketing Plan and carry out our Follow-up system with potential clients considering trusting us with their health. This latter Follow-up system will primarily include speaking to sceptical potential clients on the phone and assisting them in overcoming this scepticism.

Duties will include:

Be able to hold lengthy conversations with potential Clients on the phone or SMS, assisting them in overcoming all of the barriers to proceeding with booking an appointment in a committed frame of mind
Be thorough and persistent in the follow-up of leads to ensure that potential Clients convert to a plan of care
Be thorough in the reactivation of past Clients, including drop-offs
Handle price objections
Ensuring that patients who request appointments are scheduled correctly
Provide a wow experience to Clients, ensuring they look forward to returning and want to tell their friends and family about it
Organise both clinicians’ schedules and recommended treatment plans to maximise efficiency and revenue for the clinic
Communicate with clients before, during, and after their treatment plan to ensure they are fully satisfied with all aspects of their care
Communicate the value of our services on the phone and be able to explain how what we do is worth the cost
Ensure that all invoices are raised correctly, and payments received and recorded following best practice
Actively develop and record the systems you utilise in your tasks to ensure continuity when these tasks are performed by another member of the team
Completion of routine admin tasks as requested

Measurable Outcomes:

Conversion of Leads over all of 65% minimum
Conversion from incoming warm enquiries of greater than 90%
Rescheduling of 80% + of potential drop-offs within 30 days
Utilisation rate of the clinic as a whole is 80%+
Completion of daily tasks on time in an efficient manner

Our Core Values.

Our Core Values are the values that the company always wants to deliver.

Person First...Patient Second
Respect Everyone
Be Memorable
We Always Want to Be The Best We Can Be

Our Purpose Statement

“To help people live their best lives by keeping them Active and Mobile in a holistic way that recognises them as a person first, and a patient second.”

This “Purpose Statement” and “Core Values” are the company's and, by extension, anyone working for the company's public declaration of why and how we do what we do.

Where you’ll work

94 Bath Street

Ilkeston

DE7 8FE

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

NOTTINGHAM 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

Customer Service Practitioner Level 2 - delivery method to be confirmed

(https://www.instituteforapprenticeships.org/apprenticeship-standards/customer-service-practitioner-v1-1)

Requirements

Essential qualifications

GCSE or equivalent in:

Maths And English (grade 9-4)

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
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
Analytical skills
Logical
Team working
Initiative
Non judgemental
Patience

Other requirements

Candidate must be able to travel to the workplace and college according to working hours. To work on computer for periods of up to 7 hours per day The current National Minimum Wage (NMW) rate for apprentices is £6.40 per hour. This applies to 16-18year old apprentices and those aged over 18 in the first year of their Apprenticeship. For all other apprentices the National Minimum wage appropriate to their age applies. The Minimum Wage for Apprentices applies to time spent on the job plus time spent training. * Please note that anyone under the age of 18 will only work a maximum of 40 hours per week. Any role which exceeds these hours on advert will be amended accordingly to fall in line with the legislation * Please note that if the successful applicant is found prior to the closing date the vacancy maybe withdrawn early

About this company

We Fix Feet Limited - www.wefixfeet.co.uk is a medium-sized clinic based in Ilkeston, Derbyshire, and Beeston, Nottinghamshire. Founded in 2017, we have grown rapidly over the past few years and intend to keep doing so. We have done so due to our incredible team and culture of fostering a positive work environment that ensures our clients reach their goals and our staff continually develop themselves professionally and personally. As we have grown, we now have an opportunity for the right person to help us continue to grow by delivering exceptional customer service above and beyond that of most health clinics. The right person is a “people person” comfortable talking face to face and primarily over the phone and SMS to clients considering using our services. We call this “Sell by Chat”. By doing so, you will help those clients reach their health goals and live a full independent life.

After this apprenticeship

Potential opportunity for a permanent role within the company following successful completion of the apprenticeship
Give you a work environment that includes a supportive team & management, friendly clients, and a fun atmosphere
Ongoing support and training to help you achieve your professional goals, including funding for appropriate CPD
An opportunity to develop personally in a supportive environment that is driven by its strong culture and values

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