Customer Service Level 2 Apprenticeship

Mayfield Medical Group

TYNE AND WEAR, NE32 5SE

Closes in 14 days (Thursday 17 October)

Posted on 2 October 2024

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Summary

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone

Annual wage
£12,480 a year

Minimum wage rates (opens in new tab)

Training course
Customer service practitioner (level 2)
Hours
(Monday to Friday 8:30 - 6pm with one half day a week – TBC whether this is AM or PM half day)

37 hours a week

Possible start date

Sunday 17 November

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

  • To have a thorough knowledge of all practice procedures.
  • To work in accordance of written protocols
  • Receiving patients consulting with members of practice team
  • Handing completed repeat prescriptions to patient and checking names and address
  • Dealing with patient queries
  • Be able to cover all reception positions as necessary
     
  • process appointment requests for today and future appointments from patients by telephone and in person
  • Cancelling appointments when necessary
  • Deal with home visit requests
  • Organise E-referral appointments (hospital referrals)
    Computer
     
  • Registrations of new patients – computer data entry and medical records.
  • Process patients change of address – computer data and medical records (have knowledge of practice area.
  • Process repeat prescription request in accordance with practice guidelines.
  • Keep up to date accurate records

  • Answer and process incoming telephone calls

Where you’ll work

MAYFIELD MEDICAL CENTRE

PARK ROAD

JARROW

TYNE AND WEAR

NE32 5SE

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

GATESHEAD COUNCIL

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

    Requirements

    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

    About this company

    This is a GP Practice that has been established for many years. We have a practice population of 9000 patients so the demand is very high and the day to day running is very busy. We would like to develop our teams and create job roles within our practice by training apprentices up who are pro-active, interested and an asset to the practice.

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

    After this apprenticeship

    Progression for the right candidate.

    Ask a question

    The contact for this apprenticeship is:

    GATESHEAD COUNCIL

    apprenticeships@gateshead.gov.uk

    The reference code for this apprenticeship is VAC1000280042.

    Apply now

    Closes in 14 days (Thursday 17 October)

    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.

    After signing in, you’ll apply for this apprenticeship on the company's website.