Apprentice Customer Service Assistant

Summary

This is a fantastic opportunity to start and develop a career with Dr Castle & Partners, working at our Medical Practice in Bungay. You will receive training to undertake all aspects of this varied customer facing role.

Annual wage

£12,480 a year

Minimum wage rates (opens in new tab)

It is intended that the salary for this post will be reviewed, dependent upon your performance and progress, following an initial period of six months employment.

Training course

Customer service practitioner (level 2)

Hours

Monday to Friday, varying shifts between the core times of 08.00 - 18.30.

37 hours 30 minutes a week

Possible start date

Monday 27 January

Duration

1 year 1 month

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

You will receive training and be required to:

Meet, greet and welcome patients and visitors to the practice
Deal with incoming and outgoing telephone calls
Make appointments using the practice’s clinical system
Deal with a variety of queries and general enquiries from patients, doctors and others in a helpful and efficient way
Prepare practice handouts/forms and maintain adequate supplies
Scan documents and filing accurately in patient records
Prepare repeat prescription requests
Record data using Excel Spreadsheets
Prepare letters and deal with incoming and outgoing post
Support the operation of the dispensary and any other general administration duties

The post holder may be required to perform duties other than those given in the job description. The particular duties and responsibilities attached to the post may vary from time to time without changing the general character of the duties or the level of responsibility entailed.

Where you’ll work

28 ST. JOHNS ROAD

BUNGAY

NR35 1LP

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

EAST COAST 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

This programme, other than the requirement of some college attendance to support the end point assessment process, will be primarily focused on your workplace training and learning
Level 2 Customer Service Practitioner Apprenticeship Standard qualification

Requirements

Essential qualifications

GCSE or equivalent in:

any other subject (grade 3/D)
English (grade 3/D)
Maths (grade 3/D)

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
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
Number skills
Team working
Non judgemental
Patience

Other requirements

The nature of the job role dictates that you will be required to spend long periods of time working on a computer. You may be required to travel between our Bungay practice and our Sole Bay practice.

About this company

We are a rural practice in Bungay occupying modern, purpose-built premises. Some Practice details: • Rated ‘Good’ by CQC; • Teaching practice; • GMS practice of 11,400 patients; • No weekend or Out of Hours commitments. What makes Bungay Medical Practice so special? We are an integral part of the community and the friendly, welcoming team is committed to offering the very best care to our patients.

http://www.bungaymedicalpractice.co.uk (opens in new tab)

After this apprenticeship

It is intended that providing you successfully complete your apprenticeship, you will continue your employment with us

Ask a question

The contact for this apprenticeship is:

EAST COAST COLLEGE

Hollie Bartram

h.bartram@eastcoast.ac.uk

01502 273250

The reference code for this apprenticeship is VAC1000293092.

Apply now

Closes in 18 days (Sunday 12 January at 11:59pm)

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