Customer Service Apprenticeship - Informatics – Find an apprenticeship

Summary

This is an exciting opportunity to work within a friendly and supportive team within the Informatics Department of Cumbria, Northumberland Tyne and Wear NHS Foundation Trust. This apprenticeship provides excellent opportunities for personal and professional development & real business experience from day one.

Annual wage: £12,480 to £22,308 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday to Friday - working times to be confirmed upon appointment.
37 hours 30 minutes a week
Possible start date: Monday 20 January
Duration: 1 year 2 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 seeking an enthusiastic, proactive and motivated candidate, who can demonstrate excellent communication and organisational skills, to work within a busy team.

This is an essential and demanding role, providing a courteous, friendly and professional service to staff, either via the telephone or in person.

Your exact duties will vary but you will need to show you can work with a team or member of staff to handle various tasks.

You will also provide support to others in the team & this sort of work requires a sense of responsibility, accuracy and attention to detail.

The aims of this programme are:

For an individual to gain a nationally recognised qualification
To enhance knowledge & understanding of working for a large NHS employer
To gain recognition for competencies used in a workplace
To develop and demonstrate the underpinning knowledge required in this role
Providing recognition of prior learning for future learning (RPL)
Provide a foundation for further development

Duties:

Respond to queries raised by email
Create and amend user accounts to allow users to access the Trusts core IT systems
Liaise with external Trusts to allow users access to their IT systems
Log calls received by the team (details of callers and their IT issues, in an IT-based system)
Attempt to fix straightforward issues and solve IT problems
Liaise with wider team to resolve more complex issues
Track the progress of jobs, maintaining contact with the colleague that logged it
As experience grows, work with Project Managers on the rollout of new systems and IT services
Gain experience and support all the Trusts core IT systems

Where you’ll work

St. Nicholas Hospital

Jubilee Road

Newcastle upon Tyne

Tyne and Wear

NE3 3XT

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

DERWENTSIDE 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 Apprenticeship Standard
Delivered within the work place

Requirements

Desirable qualifications

GCSE in:

English and maths (grade 4 or above)

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
Presentation skills
Administrative skills
Number skills
Analytical skills
Logical
Team working
Creative
Initiative
Non judgemental
Patience
Physical fitness

Other requirements

All offers will be subject to satisfactory completion of an enhanced DBS check.

About this company

The Trust works from more than 70 sites across Cumbria, Northumberland, Newcastle, North Tyneside, Gateshead, South Tyneside and Sunderland. We also run a number of regional and national specialist services. Along with partners, we deliver support to people in their own homes, and from community and hospital-based premises. We have more than 8,000 people working for us and a budget of over £500 million. The services we provide are divided into four sections, which are organised geographically into “locality care groups”. These are known as North, Central, South and Cumbria. Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust was formed in 2019 when the mental health and learning disability services in North Cumbria were transferred to Northumberland, Tyne and Wear NHS Foundation Trust. Northumberland, Tyne and Wear NHS Foundation Trust was created back in 2006. This was through the merger of three different NHS trusts: Newcastle, North Tyneside and Northumberland Mental Health NHS Trust; South of Tyne and Wearside Mental Health NHS Trust; and Northgate and Prudhoe NHS Trust. Since then, there have been some dramatic changes that have helped shape how we care and support the people we serve. For instance, we have been able to provide some state-of-the-art facilities, which have dramatically improved inpatient services. Between 2006 and 2016, we opened eight new buildings, ranging from a specialist dementia centre to a large 122-bed hospital.

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

After this apprenticeship

There is an opportunity for the right candidate to be trained with a view to employment should a suitable position become available.

Ask a question

The contact for this apprenticeship is:

DERWENTSIDE COLLEGE

Apprenticeship Recruitment Team

apprenticeships@derwentside.ac.uk

The reference code for this apprenticeship is VAC1000284875.

Apply now

Closes in 18 days (Thursday 9 January at 11:59pm)

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Customer Service Apprenticeship - Informatics

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