Customer Service Apprentice

Summary

Our receptionist and administration team are the first point of contact for patients, relatives and professionals when making contact with the practice and have the ability to make sure that patients receive appropriately and timely care from both the surgery and partner organisations.

Annual wage: £14,352 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Nominally Monday to Friday, daily hours to be agreed between 0800 and 1830.
37 hours a week
Possible start date: Thursday 1 January
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 main duties of the role include responding to the full range of
patient enquiries and requests.

Supporting patients to receive appropriate and timely care through booking appointments and signposting to more appropriate alternative care pathways.
Receiving and managing requests for repeat medications, reports and fit notes
Receiving requests and enquiries from other health care organisations
Proactively inviting patients for routine tests, investigations and long-term condition care
Supporting the general administrative work that is essential to the functioning of the wider practice team

In order to succeed in these main duties, the successful applicant will need to be able to communicate effectively and compassionately in person, by telephone and via electronic means.

Where you’ll work

BULWELL HEALTH CENTRE

MAIN STREET

BULWELL

NOTTINGHAM

NG6 8QJ

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

ACCESS TRAINING (EAST MIDLANDS) LTD

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 apprenticeships.
Apprentices who have not achieved the equivalent of level 2
qualifications in maths and English, will need to achieve level 1
functional skills in these and work towards level 2 functional skills.

More training information

Apprentices will be allocated a Trainer Assessor and training will be
planned and delivered in conjunction with the employer to meet
the individual needs of the apprentice.
The apprentice will spend 20% of their working hours in off the job
activities and training.
On the job and off the job training will be delivered in the workplace.

Requirements

Essential qualifications

GCSE in:

English (grade Level 1 or equivalent)
Maths (grade Level 1 or equivalent)

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
Customer care skills
Team working
Initiative
Non judgemental
Patience

Other requirements

Interviews to be face to face within the practice.

About this company

Parkside Medical Practice is a busy GP surgery located in the centre of Bulwell on the outskirts of Nottingham. We have a strong track record of supporting and developing modern apprentices within our admin and reception team.

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

Company benefits

Option to join NHS pension scheme

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

All of our previous apprentices have remained with the practice and are now in substantive roles.

Ask a question

The contact for this apprenticeship is: