L2 Customer Service Practitioner Apprentice Mather Avenue Surgery

The role of the customer service practitioner is to deliver high quality products and services to the customers of the organisation, both internally and externally. Your core responsibility will be to provide high quality service to customers which will be delivered from the workplace, digitally, or face to face or over the phone.

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Closing date: 18 Apr 2023

Apprenticeship summary

  • Weekly wage


    Wages explained

    Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week).

    Minimum Wage Rates

  • Working week

    Monday to Friday shifts TBC

    Total hours per week: 39.00

  • Expected duration

    12 months

  • Possible start date

    24 Apr 2023

  • Date posted

    07 Oct 2020

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

DH Associates will be delivering your Customer Service Practitioner qualification.

Role and Responsibilities:

  • Understand who the customers are and what services can be offered
  • Internal and external customers treated with respect and aware of GDPR
  • Recognise different needs and priorities and the best way of managing expectations
  • Know what products and service the medical centre delivers
  • Be aware of the core values and how they link to the culture
  • Follow policies and procedures including any complaints, follow policies that are relevant
  • Use systems and equipment and technology to meet the needs of the customer
  • Build relationships with the customers and be aware how your actions impact on others
  • General customer service duties 

Requirements and prospects

Desired skills

  • Interpersonal skills
  • Listening skills
  • Build rapport
  • Deliver customer expectations whether you state a phone call or email or appointment
  • Fantastic communication skills confirming with the customer their understanding
  • Using appropriate tone whether verbal or written
  • Influencing skills providing clear explanations
  • Organised
  • Aware of GDPR and customer confidentiality

Personal qualities

  • Patient and calm
  • Show an understanding
  • Helpful and supportive
  • Willing and keen
  • Assertive
  • Team working
  • Treat all customers as individuals to provide a personalised customer experience

Desired qualifications

GCSE A*-C or 9-4 in English and maths or equivalent however not essential.

Future prospects

Completion of this apprenticeship will lead to eligibility to join the institute of Customer service and possibly if you are the right candidate a further role within the NHS.

Things to consider

Working hours - you need to be flexible due to Medical centre open early evening.

About the employer

Mather Avenue Surgery is a general practitioners who provide medical healthcare to the local community.  They work in partnership with the primary care network as well as providing quality care and understanding to all patients who are registered with Mather Avenue Surgery.  They pride themselves on the great customer service and guidance that they give.


Mather Avenue Surgery



Mather Avenue


L19 4UG

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Training provider

DH Associates

Applications for this apprenticeship are being processed by Dawn Hodge Associates Ltd


Jules Westbrook jules.westbrook@dhassociates.co.uk

L2 Customer Service Practitioner will be delivered by DH Associates within the workplace.  This means that we visit you in the workplace and your trainer/coach will set you work to complete online and you will complete this qualification over a 12 month period.  You will also be completing functional skills in English and maths if this is required

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

Before you apply

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