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Customer Service Practitioner Apprentice Brunel Medical Practice

There is a vacancy for an Apprentice Receptionist at The Brunel Medical GP Practice in Torquay. This is an excellent opportunity to join other health care professionals who deliver vital services to patients who are on the journey of improving or maintaining their health.

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Closing date: 12 Mar 2022

Apprenticeship summary

  • Weekly wage


  • Working week

    Days: Monday - Friday, times TBD.

    Total hours per week: 37.50

  • Expected duration

    18 months

  • Possible start date

    26 Mar 2022

  • Date posted

    26 Oct 2021

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

Job Purpose:

  • To provide a comprehensive service to the patients and the clinical team, as part of the whole primary care team. Responsibility for dealing compassionately and efficiently with all patient interactions
  • To provide support services across the Brunel Medical practice estate of which there are three sites, that operate between the hours of 08.30 – 18.30, Monday – Friday, with the possibility of weekend working in the future

Main Duties on Reception:

  • To follow practice protocols in relation to appointments, telephone contact, messages, requests for home visits, repeat prescriptions and all other patient contact
  • To ensure that all contact with patients is done in a sensitive way with a high level of customer service skills, considering that patients, their relatives, and carers may be distressed at times
  • Telephones are to be answered promptly and politely and within the protocols of the practice
  • To make, change and delete appointments as appropriate, whilst taking into account the needs of the clinical team
  • To direct patients where appropriate to the correct part of the surgery in a timely manner and keep a watching brief on the situation around clinic delays etc. to inform patients attending appointments
  • Being aware of who is in the waiting area and how long patients have been waiting, making the appropriate enquiries if a patient has been waiting longer than would be usual
  • Support and assist the doctors during surgery times as required
  • Ensure doctors surgeries are stocked with the necessary paperwork and forms to enable their surgeries to proceed without interruption
  • Liaise with secondary care and other health care providers as appropriate
  • To inform patients of payments to be made for non NHS services and receive and record such payments

Other related duties:

  • To extract patient records and file them as appropriate
  • To proactively contact patients to pass on information from the clinical staff relating to appointments or information
  • To handle specimens for pathology labs as appropriate, taking care with accurate labelling and appropriate handling
  • To maintain adequate stationery and other stocks and ensure that the appropriate person is informed of replenishment requirements
  • Ensuring Temporary Resident forms are filled in correctly and entered onto computer for the GPs and the nursing team
  • Ensuring that New Patient forms are filled in correctly by the patient with necessary ID provided
  • Process new patient registrations as required
  • Process prescription requests as required
  • Communication and Working Relationships
  • Day to day contact with patients in response to queries and to pass messages to clinical staff, make appointments etc.
  • Able to manage day to day contact with patients, their relatives and carers who may at times be distressed or act unreasonably
  • Able to be objective and helpful when managing patient enquiries, making or changing appointments or following up results
  • To work as an integral part of the whole practice team
  • Confidentiality
  • While 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

Health & Safety

  • The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the practice Health & Safety Core Policy, and all other policies, procedures and documents linked to health & safety, and the practices’ Infection Control Policy and published procedures. This will include:
  • Using personal security systems within the workplace according to Practice guidelines
  • Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
  • Making effective use of training to update knowledge and skills
  • Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
  • Actively reporting of health and safety hazards and infection hazards immediately when recognised
  • Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder’s role
  • Reporting potential risks identified

Equality and Diversity

  • The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include
  • Acting in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation
  • Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
  • Behaving in a manner that is welcoming to, of the individual, is non-judgmental, and respects their circumstances, feelings priorities and rights
  • This job description is not definitive or exhaustive, and may be reviewed in the light of changing circumstances at a personal or organisational level. Any changes will be made in consultation with the post holder through the appraisal and review process

Attitudes and behaviours

  • Organised and systematic
  • Able to prioritise workload
  • Happy to work within a team whilst being able to work on own initiative

Other factors

  • Ability to get to any of the 3 sites between the times specified above
  • Willing to work flexibly as needed

Requirements and prospects

Desired skills

  • Computer literate
  • Good understanding of IT systems and data management systems
  • Knowledge of filing and data recording – manual and electronic
  • Good standard of numeracy and literacy
  • Experience of working within an office
  • Understanding of confidentiality
  • Understanding of accuracy of patient information and recording
  • Good customer service skills

Personal qualities

  • Organised and systematic
  • Able to prioritise workload
  • Happy to work within a team whilst being able to work on own initiative

Desired qualifications

Grade D or equivalent in Maths & English

Future prospects

Future progression potential within the practice

Things to consider

  • Ability to get to any of the 3 sites between the times specified above
  • Willing to work flexibly as needed

About the employer

Brunel Medical Practise provide comprehensive primary healthcare services to patients. We are based across three sites, Babbacombe, St Mary Church and Shiphey, that operate between the hours of 08.30 – 18.30, Monday – Friday and support the needs of 16,000 patients across Torquay area.


Brunel Medical Practice


St. Albans Road



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Training provider


Applications for this apprenticeship are being processed by South Devon College


Matt Moody

Not only will you benefit from the highly experienced team at Brunel Medical Practice, you will also be enrolled onto an 18-month Customer Service Practitioner Apprenticeship at South Devon College. You will embark on 12 months taught sessions and complete the remainder of your apprenticeship utilising support from your assessor coach and the team at Brunel.

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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