Level 2 Customer Service Apprenticeship at East Quay Medical Centre, Bridgwater

Summary

A Level 2 Customer Service Apprentice is required. Our customer service apprenticeships will be part of our medical reception team. This role is the front line of all our services, booking appointments, answering calls and ordering prescriptions and so is an essential role, as the experience of all who contact us depends on this team.

Annual wage: £9,984 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: We can flex for individual needs, but the hours are between 8am-6.30pm each day. Our aim is that we create set hours each week according to the successful candidate's preference and the needs of the team. Days to be confirmed.
30 hours a week
Possible start date: Monday 13 January
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

Our customer service apprenticeships will be part of our medical reception team.

This role is the front line of all our services, therefore is an essential role, as the experience of all who contact us depends on this team.

The team manage all calls on the main line and the prescription line. The team also greet and help all who attend in person.

The duties include:

Booking appointments
Ordering prescriptions
Requesting and processing home visits
Supporting patients with online accounts
Taking calls from other healthcare professionals, ordering ambulances etc.
The day is very busy and has a wide variety
This role may be closed early if enough applications are received

Where you’ll work

EAST QUAY

BRIDGWATER

TA6 4GP

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

SOMERSET SKILLS & LEARNING CIC

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 Apprenticeship Standard
Functional Skills in English and maths if required
End Point Assessment: Presentation, Practical Observation, Professional Discussion
Eligibility to join the Institute of Customer Service as an individual member at professional level upon completion
On and off the job training and location of this training to be confirmed

Requirements

Desirable qualifications

GCSE or equivalent in:

English and/or maths (grade A*-C/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
Number skills
Logical
Team working
Initiative
Non judgemental
Patience

Other requirements

Please consider how you will travel to the place of work, particularly if you rely on public transport. Please also consider the 8am start and 6.30pm finish as we do need these hours covered (although individuals do not usually cover the early AND late on the same day).

About this company

We are a large medical centre in Bridgwater, who provide primary care to our patient population (17000 patients). We have a large team, 70 members of staff, from GPs, Nurses, HCAs, Medical Receptionists, Medical Secretaries, Administrators, Financial Administrators and Facilities Staff.

http://www.eastquaymedicalcentre.com (opens in new tab)

After this apprenticeship

We aim to develop our apprentices to become integral to the team and become permanent employees after their placement - often this can be during their placement where the candidate enjoys the role, performs the role well and fits well into the team

Ask a question

The contact for this apprenticeship is:

SOMERSET SKILLS & LEARNING CIC

For SS&L: Philippa Bancroft

pbancroft@sslcic.co.uk

07917 923622

The reference code for this apprenticeship is VAC1000279965.

Apply now

Closes in 15 days (Monday 6 January at 11:59pm)

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