Apprentice Receptionist and Telephonist

Summary

Build your career, gain qualifications, and make a difference with our Sexual Health team! Based at Hope House, join us as an organised, enthusiastic Admin team member. Provide key administrative support, assist Reception, and grow in a supportive, friendly environment. This is your opportunity to develop skills and thrive professionally.

Annual wage

£12,514 a year

Minimum wage rates (opens in new tab)

£12,514 a year Per Annum (for the first 12 months & then National Minimum Wage)

Training course

Customer service specialist (level 3)

Hours

Monday to Friday - There may be requirements to work outside of the standard hours. Shifts TBC.

37 hours a week

Possible start date

Saturday 1 February

Duration

1 year 4 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

To support the telephonist for patients contacting the service via the single point of access telephone line
Support with booking appointments and dealing with patients queries and book patient appointments to suit individual needs, While understanding how to make the most effective use of clinic time
Assist with the development of an efficient and friendly reception service within Sexual Health Services, including outlying clinics
To answer telephone calls promptly and politely and receiving patients and visitors in a friendly and professional manner
Assist with non-clinical advice and information on outpatient procedures, appointments and clinic arrangements

Where you’ll work

Hope House

Great Western Road

Gloucester

GL1 3NN

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

GLOUCESTERSHIRE COUNTY COUNCIL

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

This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

Desirable qualifications

GCSE 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
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
Number skills
Analytical skills
Logical
Team working
Creative
Initiative
Non judgemental
Patience

About this company

Gloucestershire Health and Care NHS Foundation Trust was formed in October 2019. This followed the merger of 2gether NHS Foundation Trust and Gloucestershire Care Service NHS Trust, to provide joined up physical health, mental health and learning disability services. The Learning and Development Team provides a wide range of learning opportunities for staff working for the Trust (c 5000 staff) and to a number of partner organisations including Social Care, private & voluntary organisations.

After this apprenticeship

On completion of the apprenticeship, the successful applicant may have the opportunity to apply to substantive posts within the Trust and as well as the possibility to enrol on to higher apprenticeships.

Ask a question

The contact for this apprenticeship is:

GLOUCESTERSHIRE COUNTY COUNCIL

The reference code for this apprenticeship is VAC1000288711.

Apply now

Closes in 16 days (Monday 9 December)

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After signing in, you’ll apply for this apprenticeship on the company's website.

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