Customer Service Practitioner Apprentice - Quality and Commissioning Team – Find an apprenticeship

Summary

Cumbria, Northumberland, Tyne & Wear NHS Foundation Trust are looking to recruit an apprentice to work within the Quality and Commissioning Team at St Nicholas Hospital. This is an essential and demanding role, providing a welcoming, courteous, friendly and professional service to staff and visitors.

Wage: £14,722.50 to £23,809.50 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday to Friday, shifts TBC.
37 hours 30 minutes a week
Possible start date: Monday 14 April
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

This is an exciting opportunity to work within a friendly and supportive team. You will be part of a wider team providing (but not limited to), clerical and admin support function. This presents an opportunity for the right candidate to be trained with a view to employment should a suitable position become available.

We are seeking enthusiastic, proactive and motivated candidates, who can demonstrate excellent communication and organisational skills to join busy teams.

This is an essential and demanding role, providing a welcoming, courteous, friendly and professional service to’ staff and visitors, either in person (face-to-face or remotely via video call) or via the telephone.

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 therefore basic computer skills are therefore essential.

This apprenticeship is ideal for individuals interested in working as an administrative and Data Quality assistant, – which are great starting positions for a career in administration. There are a wide range of employment opportunities throughout the Trust within Business and Administration and it is a good starting point for progression onto an Advanced or Higher Apprenticeship at a later point.

The aims of either programme are:

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

Summary of possible duties:

General administrative and clerical support
Answering and dealing with queries and direct calls via email and Microsoft Teams
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
Recording and monitoring data
General duties will include data entry, spreadsheets, emails, diary management, placing orders as required for stationery or equipment
Communicating in a team in the interest of helping all disciplines of staff efficiently

Patient/Client care:

You may come into contact with patients / visitors

Policy and Service Development:

Follows Trust policies in own role
Employees have a duty to take responsible care for their own health and safety and that of others who may be affected by their activities
To co-operate with their work area by complying with all health and safety rules and safe systems or work; and to inform their line manager of any work situation, or practice which may be considered a danger

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

Level 2 Customer service practitioner Apprenticeship Standard:

All training will be delivered in the workplace
Apprentices will follow the designated programme attached the administrative/clerical apprenticeship role and will attend in -house underpinning knowledge sessions

Requirements

Desirable qualifications

GCSE in:

English & maths (grade 4/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
Attention to detail
Organisation skills
Customer care skills
Administrative skills
Team working

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

This apprenticeship is ideal for individuals interested in working as an administrative and Data Quality assistant, which are great starting positions for a career in administration
There are a wide range of employment opportunities throughout the Trust within Business and Administration and it is a good starting point for progression onto an Advanced or Higher Apprenticeship at a later point

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 VAC1000305414.

Apply now

Closes in 18 days (Thursday 13 March at 11:59pm)

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Customer Service Practitioner Apprentice - Quality and Commissioning Team

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