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L3 Customer service Apprenticeship Valley Medical Centre

You will be working in a busy medical centre helping and supporting other staff who currently work there. You will be customer facing so dealing with patients who need help and assistance.

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Closing date: 05 Jul 2022

Apprenticeship summary

  • Weekly wage

    £187.59 to £370.50

    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

    39 hrs to be discussed at interview

    Total hours per week: 39.00

  • Expected duration

    18 months

  • Possible start date

    13 Jul 2022

  • Date posted

    14 Feb 2022

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC001821720

  • Positions

    1 available

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality.  These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.

Your actions will influence the customer experience and their satisfaction with your organisation. You will demonstrate excellent customer service skills and behaviours as well as product and/or service knowledge when delivering to your customers.  You provide service in line with the organisation’s customer service standards and strategy and within appropriate regulatory requirements.   Your customer interactions may cover a wide range of situations and can include; face-to-face, telephone, post, email, text and social media.


Requirements and prospects

Desired skills

  • 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.

Communication

  • 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
    • Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
  • Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.

Influencing skills

  • Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.

Personal organisation

  • Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.

Dealing with customer conflict and challenge

  • 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.

Personal qualities

  • Caring
  • Understanding
  • Supportive
  • Diplomatic
  • Aware of GDPR and confidentiality polices
  • Follow all policies and procedures within the surgery
  • Good telephone manner
  • Can do attitude
  • Team player

Desired qualifications

5 GCSE A-C or equivalent however not essential

Future prospects

Progression within the NHS and the surgery - and should you be successful further training and development

Things to consider

Working late evenings and sometimes difficult patients


About the employer

Valley Medical Centre is a long established GP surgery that is committed to preserve and enhance its good reputation by providing high quality medical services in a friendly, happy and healthy environment.

Employer

Valley Medical Centre

Address

75

Hartsbourne Avenue

Liverpool

L25 1RY

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Training

Training provider

DH Associates

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

Contact

Jules Westbrook jules.westbrook@dhassociates.co.uk

DHA will be the training provider who will deliver the qualification to you within your workplace.  It is an apprenticeship so you will be earning whilst learning.  You will have monthly meetings with your trainer who will deliver a blended learning approach and you will be asked to also complete functional skills too.

The qualification is over a 12 month timescale with 3 month end point assessment.

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)


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