Administration and Customer Service Apprentice

Summary

Every GP Practice needs an efficient team of administrators and receptionists who can ensure that every patient’s experience is a positive one! This is an exciting opportunity to start your career in the Health Care Sector as an Apprentice Business Administrator. If you want to play an integral part at Mansfield Medical Centre, come and join us!

Annual wage: £12,480 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday - Friday (Times to be confirmed).
37 hours a week
Possible start date: Sunday 1 December
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

We are looking to recruit an administration and Customer Service Apprentice who will receive appropriate training and support to be able to undertake the following:

Provide an efficient and effective telephone-based reception service which includes Making patient appointments (same day, routine, and cancellations)
Allocation of triage appointments
Feedback routine test results
Taking home visit requests
Passing emergency calls i.e., chest pain / stroke to duty doctor
Assisting with general enquiries
Problem solving
Complaint management and resolution
Prescription queries
Appointment and clinic changes
To complete all associated administration in an accurate and timely manner
To provide outstanding customer care always, both internally and externally
To have a thorough knowledge of all Practice procedures
To work in accordance with written protocols

Where you’ll work

56 BINLEY ROAD

COVENTRY

CV3 1JB

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

HEART OF ENGLAND 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 be working towards a Level 2 Customer Service Qualification.

You may also need to work towards Level 2 functional skills in maths and English if not exempt.

Requirements

Desirable qualifications

GCSE or equivalent in:

English (grade 4)
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
Administrative skills
Analytical skills
Team working
Patience

About this company

Mansfield Medical Centre is a busy Doctors Surgery with 10,000 patients. We have a strong team and are a well-respected and long-established Coventry Practice. We are looking to recruit an enthusiastic and motivated apprentice to join our friendly, dedicated team who is committed to Learning and Development. You will work alongside other reception staff and administrators to gain Knowledge to provide excellent levels care and customer service to our patients. The Surgery currently is run by a management team of 4, this includes 2 Business Partners a Business Manager and a Practice Manager. It also includes 6 GPs, 1 ANP, 3 Practice Nurses, 2 Healthcare Assistants and 11 Administration Staff.

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

After this apprenticeship

To be a full-time employee of the Centre when training has been completed.

Ask a question

The contact for this apprenticeship is:

HEART OF ENGLAND TRAINING LIMITED

Riv Monsell

riv.monsell@hoet.co.uk

01788820132

The reference code for this apprenticeship is VAC1000282613.

Apply now

Closes in 27 days (Saturday 16 November 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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