Customer Service Practitioner Apprenticeship

Summary

Cumbria, Northumberland, Tyne & Wear NHS Foundation Trust are looking to recruit a Level 2 Customer Service Practitioner Apprentice to work within the Eating Disorder Service Department. This is an exciting opportunity to work within a friendly and supportive team. You will be providing (but not limited to) reception, clerical and admin support.

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 9.00am - 5.00pm
37 hours 30 minutes a week
Possible start date: Monday 3 March
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

The successful candidate will assist the team in various administration tasks - which may include accessing information, planning meetings, taking minutes and organise diary appointments. They will provide a range of duties to which involve utilising ad hoc Trust and Microsoft systems
General administrative and clerical support
Answering the telephone and dealing with queries and direct calls
Preparing and updating files in a provided format and entering data in IT based system
Tracking tasks to agreed timescales
Prepare letters and emails as directed
Receive and sort mail and deliveries
Schedule appointments and minute meetings
Provide reception area duties
Recording and monitoring data
General duties will include typing of correspondence, reports, spreadsheets, memos, emails, diary management, placing orders as required for stationery or equipment
Communicating in a team in the interest of helping customers efficiently

Where you’ll work

Benfield House

Walkergate Park Hospital

Benfield Road

Newcastle Upon Tyne

NE6 4QD

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

Level 2 Customer Service Practitioner Apprenticeship Standard
All training will be delivered in the workplace

Requirements

Essential qualifications

GCSE in:

English and maths (grade 4-9 (A*-C*))

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
Initiative
Non judgemental
Patience

About this company

Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust is one of the largest mental health and disability Trusts in England employing more than 7,000 staff, serving a population of approximately 1.7 million, providing services across an area totalling 4,800 square miles. It works from over 70 sites across Cumbria, Northumberland, Newcastle, North Tyneside, Gateshead, South Tyneside and Sunderland. It also has a number of regional and national specialist services. 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.

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

After this apprenticeship

The opportunity to secure a role within Cumbria, Northumberland, Tyne & Wear NHS Foundation Trust on successful completion of the apprenticeship for the right candidate.

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 VAC1000296319.

Apply now

Closes in 21 days (Wednesday 5 February at 11:59pm)

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