Customer Service Specialist Apprentice

Summary

Churchmere Medical Group is currently recruiting an Customer Service Specialist Apprentice. The practice is keen to invest in future employees from an early stage. The role will enable the applicant to become a well-trained member of the team. The successful applicant will gain valuable experience working within an NHS setting.

Annual wage: £17,550 a year
Minimum wage rates (opens in new tab)
Training course: Customer service specialist (level 3)
Hours: Monday to Friday, 8.00am/8.30am - 4.00pm/4.30pm. Shift pattern, days and shifts to be confirmed.
37 hours a week
Possible start date: Monday 4 November
Duration: 1 Year
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 following are core responsibilities:

Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice
Maintain and monitor the practice appointment system
Process personal, telephone and e-requests for appointments.
Contact patients to book follow-up care/appointments (including appointment for family planning and minor surgery) and pass on messages from other members of the practice
Answer incoming phone calls, transferring calls or dealing with the callers’ request appropriately
Signpost patients to the correct service
Initiating contact with and responding to, requests from patients, team members and external agencies
Clinically code data on EMIS
Data entry of new and temporary registrations and relevant patient information as required
Input data into patients’ healthcare records as necessary
Direct requests for information, i.e., SAR, insurance/solicitors’ letters and DVLA forms to the administrative team
Manage all queries as necessary in an efficient manner
Maintain a clean, tidy, effective working area at all times
Support all clinical staff with general tasks as requested
Complete opening and closing procedures

Where you’ll work

Chruchmere Medical Practice

Trimpley Street

Ellesmere

Shropshire

SY12 0DB

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

SBC TRAINING LIMITED

Your training course

Customer service specialist (level 3)

Equal to A level

Course contents

Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice

Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches

Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements

Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes

Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy

Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps

Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction

Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs

Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer

Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format

Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it

Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service

Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome

Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps

Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions

Service Improvement: Make recommendations based on your findings to enable improvement

Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Your training plan

Customer Service Specialist Level 3
Apprentices will gain experience in managing priorities and own time, problem-solving skills, decision-making and the potential for people management responsibilities through mentoring or coaching others.
Skills, Knowledge and Behaviours – Learners and employers will have a range of options to select from that cover each knowledge module of the apprenticeship standard.
Functional Skills - These provide practical skills to help gain the most out of work, education and everyday life. Learners will complete written and online tests if required.
End point assessment - The End Point Assessment is the final stage of the apprenticeship. It comprises of observations as well as a professional dialogue and interview.
Further training details to be confirmed.

Requirements

Essential 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
IT skills
Organisation skills
Team working
Knowledge of Microsoft
Awareness of data security
Confidentiality

Other requirements

This vacancy is being managed by SBC Training on behalf of this company. By submitting your application, you are consenting to allow SBC Training and Churchmere Medical Group to contact you in connection with your application.

About this company

In 2018, Ellesmere and Bridgewater Family Medical Practice and Claypit Street Medical Practice (Whitchurch) merged forming one new, larger practice to be known as Churchmere Medical Group. This will secure GP services for all practices, make possible a range of new innovative services, develop sustainable ways of working and attract and retain healthcare professionals more able to meet current and future challenges facing GPs and other practice staff.

https://www.churchmere.co.uk/ (opens in new tab)

After this apprenticeship

It is hoped that the successful applicant will continue to work on a full-time basis with Churchmere Medical Group following completion of the apprenticeship (this will be dependent upon performance throughout the duration of the apprenticeship programme).

If it transpires that continued employment with Churchmere Medical Group is not the preferred option, the training, experience and qualifications gained throughout the apprenticeship will stand the apprentice in very good stead to gain future employment.

Ask a question

The contact for this apprenticeship is:

SBC TRAINING LIMITED

Dave Collins

dave.collins@sbc-training.co.uk

01743454810

The reference code for this apprenticeship is VAC1000279340.

Apply now

Closes in 22 days (Monday 21 October at 11:59pm)

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