Ward Clerk - Emergency Gynaecology Unit - APPRENTICESHIP

Summary

The Level 2 Customer Service Practitioner Apprenticeship will equip you to develop high-quality customer service skills, administration skills, work as part of a warm and friendly team committed to delivering high standards of patient care and support you to progress your career at MFT. 

Wage

£25,272 a year

Training course

Customer service practitioner (level 2)

Hours

Monday - Friday, shifts to be confirmed.

37 hours 30 minutes a week

Start date

Tuesday 1 September 2026

Duration

1 year

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

• Welcoming patients and visitors and providing a professional, friendly reception service
• Booking patients in and updating information accurately on the HIVE system
• Answering telephone calls and directing enquiries to the appropriate team
• Booking follow-up appointments, scans and other patient appointments
• Printing patient wristbands and clinical documents as required
• Supporting patients, colleagues and external services wit administrative enquiries
• Recording patient attendance, non-attendance (DNA) and safeguarding checks where required
• Arranging patient transport (taxis) when requested by clinical staff
  Helping to keep the reception area organised and running smoothly
• Working as part of the Emergency Gynaecology Unit team to provide excellent customer service
• Maintaining patient confidentiality and following Trust policies and procedures
• Communicating professionally and sensitively with patients, relatives and colleagues, including in challenging situations

Where you'll work

Wythenshawe Hospital
Southmoor Road
Manchester
M23 9LT

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

MANCHESTER UNIVERSITY NHS FOUNDATION TRUST

Training course

Customer service practitioner (level 2)

What you'll learn

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.

Training schedule

• Your first 4 days of induction at MFT will take place on our Oxford Road Campus  (ORC) in the City Centre
• You will attend ORC once a month for a face to face training session with the delivery team for a further 8 months

More training information

Alongsiide the Customer Service Apprenticeship, you will also be trained in Medical Terminology and Business Communications to support you in your role

Requirements

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Team working
• Initiative
• Patience

Other requirements

• You must pass a Disclosure and Barring Service (DBS) check