Customer Service/Admin Apprenticeship

Summary

You will support the reception team to provide a point of contact for patients and act as a focal point of communication between patients, doctors and other staff. The Practice will provide training and ongoing support to enable you to use the systems and processes already set up.

Wage

£14,560 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Training course

Customer service practitioner (level 2)

Hours

Monday to Friday, 9.00am - 5.00pm.

35 hours a week

Start date

Monday 7 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

Main duties and responsibilities include:

• Making appointments for patients
• Respond to all requests for home visits / urgent calls
• Respond to all queries and requests for assistance from patient, visitors and other members of staff as required
• To date stamp and sort in-coming mail in an appropriate manner and file same within agreed protocols
• To record all petty cash transactions in a cashbook as required
• Keep the reception and waiting areas safe and tidy
• Attending Staff Meetings/other meetings as required
• Taking part on training courses as highlighted necessary for the job
• To adhere to any protocols & procedures detailed in the Staff Handbook

Where you'll work

You can select which locations you want to apply for in your application on Find an apprenticeship.

This apprenticeship is available in these locations:

• 80 HIGH STREET, BARTON UPON HUMBER, DN18 5PU
• Town Street, South Killingholme, Immingham, DN40 3EL

Training

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

Training provider

MCARTHUR DEAN TRAINING LIMITED

Training course

Customer service practitioner (level 2)

What you'll learn

• 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

Level 2 Customer Service Practitioner apprenticeship standard:

• Level 2 Functional Skills in maths and English (if required)
  End-Point Assessment (EPA)
• One to one Tutor Assessor support in the workplace
• Attending weekly classes covering Health and Safety and Equality and Diversity and working towards completing the EPA

Requirements

Desirable qualifications

GCSE in:

Maths and English (grade 4)

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
• Administrative skills
• Team working