PROUD Customer Service Apprenticeship (Level 2)

Sheffield Teaching Hospitals NHS Foundation Trust

Sheffield, S5 7AU

Closes in 14 days (Sunday 3 November)

Posted on 16 October 2024

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Contents

Summary

Would you like to be paid while you develop your administration skills & gain a qualification whilst working in an NHS setting? Sheffield Teaching Hospitals NHS Foundation Trust are delighted to offer a variety of PROUD apprentice opportunities. Come & join us and be supported to earn as you learn.

Annual wage
£12,480 a year

Minimum wage rates (opens in new tab)

After 12 months salary increases to the National Minimum Wage for anyone age 19+ (in February 2026)

Training course
Customer service practitioner (level 2)
Hours
Monday to Friday, full time office hours E.g. 8am to 4pm / 8.30am-4.30pm / 9am-5pm

37 hours a week

Possible start date

Monday 17 February

Duration

1 year 3 months

Positions available

15

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

You will be providing administration support within a department here at Sheffield Teaching Hospitals which will be allocated within the recruitment process. 

Duties within this role include:

  • Booking appointments
  • Maintaining medical records
  • Communicating with internal and external colleagues and patients via email, telephone and face to face
  • General administration duties e.g. filing, document control, documents scanning/copying, post opening etc
  • Update patient information
  • Reception duties
  • Resolve routine queries and enquiries from employees and managers
  • Undertake data input on a range of IT systems
  • Electronic diary management and arranging venues
  • Assist colleagues in preparations for meetings and training
  • Help maintain effective and efficient office systems
  • Maintain confidentiality in all aspects of work

Where you’ll work

Multiple Locations Across Site

Northern General/Royal Hallamshire Hospital

Sheffield

S5 7AU

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

SHEFFIELD COLLEGE, THE

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

    • Most of your training will be done on-the-job through a mix of practical tasks, experiences and assignments.
    • You’ll also spend time (on average one day per month) studying for a Level 2 qualification: Customer Service Practitioner.
    • There will be a mix of online and in-person sessions (on site at STH or on Sheffield College premises).
    • You’ll have assignments and portfolios to complete throughout course to evidence your progress & learning.
    • You’ll also attend interventions & enhancement sessions bespoke to STH which provide exciting opportunities for you to meet various colleagues & gain a broader understanding across a variety of our services.

    More training information

    • Topics covered include Knowing your Customers, Understanding the Organisation, Regulations & Legislation, Systems & Resources, Customer Experience and Product/Service Knowledge.
    • You’ll also gain a wide range of skills, e.g. interpersonal, communication & influencing skills and the ability to work independently, be organised & resolve conflict.

    Requirements

    Essential qualifications

    GCSE in:

    • English (grade 3/D/Level 1 (FS))
    • Maths (grade 3/D/Level 1 (FS))

    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
    • Patience
    • Positive
    • Friendly
    • Caring
    • Adaptable
    • Enthusiastic
    • Self-motivated

    Other requirements

    Applicants must have a right to work in the UK, or for EU citizens hold pre-settled or settled status and have been a UK or EU resident for the last three years. Applicants must also not already have a qualification at a higher level within the same subject matter.

    About this company

    We are committed to helping our staff balance their work and home lives and ensure they feel supported, valued and appreciated so whilst you care for our patients and clients, we’ll take care of you. We offer many different ways of helping staff including career development opportunities, flexible working, good annual leave and pension schemes , health and wellbeing packages and financial support systems. Joining the Trust also allows you access to a number of saving options via our salary sacrifice schemes and a wide range of discount opportunities with retailers and service providers. You will be working for an organisation which values and respects all of its staff and the community it serves. The Trust is a leader in the NHS and research sectors and provides excellent benefits for its staff. This includes commitments to professional development but also many policies to support employees in balancing their personal and professional lives.

    https://brilliantplace.sth.nhs.uk/vacancies.html (opens in new tab)

    Company benefits

    NHS Discounts Cycle to work scheme Subsidised onsite childcare facilities Free fast-track physiotherapy service Discounted glasses/laser eye surgery Confidential counselling service/psychological support 27 days annual leave NHS Pension Scheme

    Disability Confident

    Disability Confident

    A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

    You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

    After this apprenticeship

    As well as your Level 2 qualification, you’ll have gained lots of valuable skills and experience to set you up for a great career in the NHS.

    • The Trust looks to provide its staff with support, training and progression opportunities; towards the end of your apprenticeship contract you will be supported by the Healthcare Careers Team to apply for permanent employment.
    • Apprentices who complete their programme are guaranteed an admin role at Band 2 should they wish to follow this pathway.  
    • We are one of the largest employers in Sheffield. If you want to stay with us in another capacity, we have lots of roles you can apply for, both clinical and non-clinical. 
    • There are also opportunities to progress into new administrative apprenticeships to continue to see your career grow & develop, including Business Admin, Data Analysis, Project Management, Leadership & Management, HR and Education. 

    Ask a question

    The contact for this apprenticeship is:

    Sheffield Teaching Hospitals NHS Foundation Trust

    Sian Oliver-Waters

    sian.oliver-waters@nhs.net

    0114 271 5334 +5

    The reference code for this apprenticeship is VAC1000282307.

    Apply now

    Closes in 14 days (Sunday 3 November)

    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.

    Company’s application instructions

    Please view the attached Job Description & Person Specification documents for full details. When completing your application, ensure that you clearly demonstrate how you meet the role criteria. Click the 'Apply Online Now' button which will redirect you to Trac where you can set up an account & apply. Contact sth.employability@nhs.net for guidance on applying or register for a support session: https://buytickets.at/sheffieldteachinghospitalsemployability/1383832