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Receptionist/Administrative Support Apprentice Willington Surgery Partnership

A fantastic opportunity to join a professional & friendly team acting as the main point of contact for patients & visitors to the Practice, either face to face or over the telephone, providing a comprehensive customer orientated service. Working with health professionals in the team to assist in identifying & addressing health needs of patients.

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Closing date: 31 Oct 2021

Apprenticeship summary

  • Weekly wage


  • Working week

    Rota on a 5 day week, not exceeding 37.5 hours - some days may involve longer hours than others. Exact days and hours TBC

    Total hours per week: 37.50

  • Expected duration

    15 months

  • Possible start date

    01 Nov 2021

  • Date posted

    12 May 2021

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

Kwy Areas:   

  • To provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone
  • To manage systems and policies ensuring that the highest clinical and administrative  standards are achieved
  • To work with health professionals in the team to assist in identifying and addressing health needs of patients
  • Book appointments on the computerised system in accordance with the Practice protocol, and check people in as they arrive
  • Ensure access issues are dealt with promptly
  • Source information to deal with patient’s requests efficiently, directing patients to the most appropriate person to help them resolve their problems
  • Deal with patients’ requests for repeat medication, in a safe and appropriate manner, following the Practice protocol
  • Maintain all public areas to a high standard throughout the day
  • Open up the surgery in the morning and close the surgery in the evening, observing security procedures
  • Working with and as part of the whole Practice team to deliver excellent care, communicating directly with the appropriate person
  • Work to predetermined policies and procedure to ensure the efficient and smooth running of the surgery, working closely with the Practice & Reception Manager highlighting any areas where change may improve service provision
  • Receive and record payments both in the post and from patients for non-NHS services provided by the surgery
  • To undertake administration duties as advised by the Practice or Reception Manager or clinicians

Requirements and prospects

Desired skills

  • The role will require you to assist patients in accessing the appropriate service or healthcare professional in a courteous,efficient and effective way
  • To be confident and competent in dealing with telephone enquires from patients and outside agencies
  • To be self motivated, reliable and organised in the workplace
  • Possess a strong command of the English language in both written and verbal platforms
  • Good communicator

Personal qualities

  • Hardworking with a good work ethic
  • Natural "people person"
  • A good team worker with the ability to work on own initiative

Desired qualifications

  • Grades B/C/5+ at GCSE in English & maths and 2 other subjects including Science
  • Prior experience of working with the general public and using the telephone in a work environment would be advantageous but not essential

Future prospects

  • Willington Surgery are looking for someone who genuinely wants to join their team on a permanent basis upon successful completion of the apprenticeship
  • The post holder will participate in any training programme implemented by the Practice as part of this employment, such training to include
  • Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
  • Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Things to consider

Most Challenging Part Of The Job:

  • As a member of the front line staff, receptionists are expected to deal with all issues arising. (The aim of the surgery will be to ensure that all staff have appropriate skills to offer an excellent customer service at all times) 


  • In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
  • In the performance of the duties outlined in this job description, the post holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential
  • Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

About the employer

Here at Willington Surgery, we continually strive to provide the highest standard of healthcare.  Our multidisciplinary team are caring and responsive to patients' needs regardless of age, gender, disability, ethnicity, sexual orientation or religion.  We support and safeguard children and adults in need.  We encourage patients to be pro-active in the management of their care. We promote choice and personalised care whenever possible.


Willington Surgery Partnership


Kingfisher Lane


DE65 6QT

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Training provider


Applications for this apprenticeship are being processed by Training Services 2000 Ltd


Wendy Taylor 01332 296995

Customer Service Practitioner Apprenticeship Standard.

  • Level 2 Functional Skills - English & maths (where applicable)
  • A mixture of face to face and remote visits every 4 - 6 weeks
  • 24 hour access to course learning materials
  • On the job training with a designated mentor
  • Reviews every 6 - 8 weeks with your work based tutor and line manager/mentor
  • Feedback sessions to discuss progress

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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