Customer Service Apprenticeship - Informatics

Summary

This is an exciting opportunity to work within a friendly and supportive team within the Informatics Department of Cumbria, Northumberland Tyne and Wear NHS Foundation Trust. This apprenticeship provides excellent opportunities for personal and professional development & real business experience from day one.

Wage

£15,600 to £24,784.50, depending on your age

National Minimum Wage

National Minimum Wage relevant to Age

Training course

Customer service practitioner (level 2)

Hours

Monday to Friday - working times to be confirmed upon appointment.

37 hours 30 minutes a week

Start date

Monday 27 July 2026

Duration

1 year 2 months

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

We are seeking an enthusiastic, proactive and motivated candidate, who can demonstrate excellent communication and organisational skills, to work within a busy team.

This is an essential and demanding role, providing a courteous, friendly and professional service to staff, either via the telephone or in person.

Your exact duties will vary but you will need to show you can work with a team or member of staff to handle various tasks.

You will also provide support to others in the team & this sort of work requires a sense of responsibility, accuracy and attention to detail.

The aims of this programme are:

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

Duties:

• Respond to queries raised by email
• Create and amend user accounts to allow users to access the Trusts core IT systems
• Liaise with external Trusts to allow users access to their IT systems
• Log calls received by the team (details of callers and their IT issues, in an IT-based system)
• Attempt to fix straightforward issues and solve IT problems
• Liaise with wider team to resolve more complex issues
• Track the progress of jobs, maintaining contact with the colleague that logged it
• As experience grows, work with Project Managers on the rollout of new systems and IT services
• Gain experience and support all the Trusts core IT systems 

Where you'll work

St. Nicholas Hospital
Jubilee Road
Newcastle upon Tyne
Tyne and Wear
NE3 3XT

Training

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

Training provider

DERWENTSIDE COLLEGE

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

• Customer Service Practitioner Level 2 Apprenticeship Standard
• Delivered within the workplace

Requirements

Desirable qualifications

GCSE in:

English and maths (grade 4 or above)

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
• Problem solving skills
• Presentation skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative
• Non judgemental
• Patience
• Physical fitness

Other requirements

All offers will be subject to satisfactory completion of an enhanced DBS check.