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Apprentice Call Centre Handler Salisbury Medical Practice

Responsible for providing excellent and efficient customer service over the telephone to all patients and service users whilst adhering to Practice policies and procedures when answering and making telephone calls for the Practice. You will be responsible for ensuring telephone calls are answered in a timely and professional manner.

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Closing date: 30 Nov 2021

Apprenticeship summary

  • Weekly wage

    £173.25 to £334.13

    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 - Friday; 10:30 - 18:30

    Total hours per week: 37.50

  • Expected duration

    18 months

  • Possible start date

    01 Dec 2021

  • Date posted

    15 Aug 2021

  • Apprenticeship level

    Advanced
    Level 3 (A level)

  • Reference number

    VAC001751933

  • Positions

    1 available

  • To signpost telephone requests to the most appropriate service, appointment or clinician
  • To read, action and maintain the ‘Patient Contact List’ system in accordance with the Practice’s policy and process
  • To make, amend or cancel appointments
  • To ensure patient confidentiality, respect, and dignity is adhered to at all times
  • To add any additional information about patient’s into the patient’s medical records such as contact details, next of kin details etc.
  • To arrange patient transport for those eligible
  • To share information regarding the complaint’s procedure
  • To assist with the document workflow process
  • To assist in repeat prescription process
  • To cover the Front of House Receptionist role when required
  • To act with professionalism and ensuring that ethical conduct is adhered to at all times
  • To participate and promote child and vulnerable adult safeguarding and to extract safeguarding information and follow the appropriate pathway when required
  • To ensure infection control policies and procedures are maintained
  • To keep the working area clean, tidy and professional whilst adhering to GDPR regulations
  • To assist with training for new staff
  • To assist with the gathering of statistics and information when required
  • To participate and co-operate with any research projects
  • To work across different practices on an ad-hoc/when required basis
  • It will be necessary to attend and contribute to various practice meetings as requested

This Job Description is neither exhaustive nor exclusive and will be reviewed periodically in conjunction with the post holder. The post holder is required to carry out any duties that may reasonably be requested by the Partners or Management Team.


Requirements and prospects

Desired skills

Essential

  • Ability to evidence working with others
  • Competent and confident in using IT & computers
  • Excellent communication skills – both verbal and written
  • Excellent organisational skills
  • Ability to work independently
  • Can work collaboratively in a team
  • Ability to multitask

Desired

  • 1 years+ experience – customer focused role
  • Telephone call handling
  • Working within a team
  • Working independently
  • Working within a confidential environment

Personal qualities

Essential

  • Self-motivated with a can-do attitude
  • Fast learner
  • Adaptable to change
  • Flexible approach to demand
  • Calm and professional disposition

Desired qualifications

Essential

  • Maths GCSE Grade C or above (or equivalent)
  • English GCSE Grade C or above (or equivalent)

Desired

  • 5 or more GCSE’s Grade C or above (or equivalent)

Future prospects

At Salisbury Medical Practice, we value our workforce and are keen to develop and invest in staff to enable growth in their careers in-house. Therefore, for the right apprentice, there may be a permanent position on successful completion of apprenticeship.

Benefits:

  • NHS Pension (subject to eligibility)
  • Training on the job
  • Friendly working team
  • Free on-site parking
  • 5 weeks annual leave (plus bank holidays)
  • Eligibility for application for a Blue Light Card (NHS staff discount for many leading brands/services)

Things to consider

  • The Call Centre team are the first people our patients connect with for general enquiries. Effective customer service and competent IT skills are key to advising current policies, protocols and guidance to patients and visitors calling into the Practice. Patients and their relatives can sometimes be nervous or upset when they call in to the Practice so as a Call Centre Handler, you will be trained to handle different circumstances appropriately using various communication methods and when/how/who to escalate when needed.
  • The Apprentice will need to value the commitments of effective customer service skills, team working, with an inclusive approach to offering services and supporting the equality, diversity and rights of all patients, visitors and colleagues in a confidential and professional manner.
  • Please note, if you are a registered patient with the Practice you will be required to change GP Practice due to a conflict of interest.
  • Any job offer will be subject to 2 references, an occupational health check and right to work checks.

All candidates will be required to complete an official sugery application form prior to consideration. 


About the employer

Salisbury Medical Practice is the largest NHS GP Practice in Salisbury, providing patient care across approximately 24,000 patients in Salisbury and the surrounding areas across 4 sites. We have 23 GPs who are supported by a vast team of healthcare professionals including a large nursing team, paramedics, a pharmacy team, social prescriber and a safeguarding lead. We also have a large back-office management and administrative structure to support the GPs and the Practice in the day to day running of the Surgery.

The main Practice site (Fisherton House) is a very spacious, comfortable and modern building along and we also offer free parking at all our sites. We are an innovative, forward thinking and dynamic Practice and we pride ourselves on being a training Practice. As a training Practice, we support and mentor medical student placements, GP registrars as well as investing and developing internal staff e.g. through apprenticeship schemes, foundation degrees and masters studies.

Employer

Salisbury Medical Practice

Address

Fisherton House

Fountain Way

Salisbury

SP2 7FD

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Training

Training provider

FAREPORT TRAINING ORGANISATION LIMITED

Applications for this apprenticeship are being processed by Fareport Training Organisation Ltd

Contact

Alex Bellis 01722 333034 alexis.bellis@nhs.net

The L3 Customer Service Specialist apprenticeship is a minimum of 15 months and should typically be completed within 18 months.

The apprenticeship provides a highly transferable set of knowledge, skills and behaviours, which can be gained working across an organisation and its processes. Some examples of these are;

  • Business knowledge and understanding
  • Customer Journey Knowledge
  • Providing a Positive Customer Experience
  • Service Improvement
  • Customer Service Culture

The apprenticeship is a firm grounding in organisational operations and functional processes, as well as the wider working environment.

Where you have not already achieved Level 2 English and maths, these must be worked towards before taking the end-point assessment.

A minimum of Level 1 English and maths will be required to be achieved within the Apprenticeship.

You will complete the apprenticeship in the workplace with support from a dedicated Trainer who will visit / contact you frequently.  All learners will have access to an e-Portfolio/ learning resources to help you develop and build your knowledge and skills.

Apprenticeship standard

Customer service specialist

Level 3 (A level)


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