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General Practice Telephonist - Apprentice Downs Way Medical Practice

Providing a good standard of service to the patients in line with directives laid down by the partners and practice manager. Overall job purpose: To ensure the provision of an efficient and compassionate telephone answering service to the patients. To work as an effective and efficient team member to provide this service.

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Closing date: 15 Aug 2022

Apprenticeship summary

  • Annual 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 Earliest start 08.00, latest finish 18.30 (different hours each day depending on role being undertaken)

    Total hours per week: 37.5

  • Expected duration

    15 Months

  • Possible start date

    22 Aug 2022

  • Date posted

    19 Jul 2022

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    2 available

What will the apprentice be doing?

  • Telephone calls are answered promptly and clearly and in line with the practice protocol
  • Calls are answered clearly, simply and with warmth, conveying accurate information to the caller
  • Deal with in-coming calls and pass on the appropriate information to the relevant personnel which will include appointment requests, follow ups, test results to name just a few of the types of enquiry
  • Confidentiality is maintained at all times
  • Make external calls on behalf of the Practice to patients and external agencies to pass on messages on behalf of the clinical team
  • To use the computer to check records, and enter information on the computer as appropriate
  • Attend practice staff meetings as requested and whenever possible
  • The duties listed above may change in the light of developments within the practice and are subject to review. Implementation of any changes will be by mutual consent.
  • To work together with the other staff to ensure the smooth running of the practice
  • To cover other Telephonists’ holidays as per rota.
  • To learn and implement new procedures as appropriate
  • Along with other members of the team, make tea or coffee.

What training will the apprentice take and what qualification will the apprentice get at the end?

You will have on the job training within the organisation and have an assigned Assessor who will provide you with additional training sessions and assessments to gain the Customer Service Practitioner Qualification. You will have an eportfolio to work through and gather evidence during your role as a receptionist.

  • Business principles and practices - including brand promise, core values, complaints process, internal policies and legislation and regulatory requirements
  • Customer service skills - including building rapport and trust, conflict management and influencing and reinforcement techniques
  • Communications - including interpersonal, tone of voice and verbal and non-verbal communications
  • Presentation - including dressing appropriately and using positive and confident language
  • Using customer service tools and resources - including those used to meet customer needs and measure, monitor, and evaluate customer service levels.

Apprenticeship Delivery

This apprenticeship is delivered in the workplace. The apprentice gains the knowledge, skills, and experience for providing customer service including face-to-face, telephone, digital and written communications.

The apprenticeship training is tailored to the needs of the individual employer and is delivered by highly qualified and technically competent Assessor Trainers.

The programme is a blended combination of on the job learning plus off the job, e-learning content, and professional discussions.

Additional training may be included such as short courses in speaking and listening skills or giving presentations as appropriate.

If the candidate has not achieved a GSCE or equivalent Grade C or Level 4 in English and maths, then they will also be required to pass:

Functional Skills maths Level 1/2
Functional Skills English Level 1/2

This qualification is assessed at the end point and is broken down into apprentice showcase, professional discussion, and observation.

What is the expected career progression after this apprenticeship?

Previous apprentices have risen through other roles during their time with us, one is now an assistant manager.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Organisation skills, Customer care skills, Administrative skills, Team working, Initiative, Patience


GCSE or equivalent English (Grade 4) Desired
GCSE or equivalent Maths (Grade 4) Desired

Things to consider

Subject to a Standard level CRB check. Istead Rise Surgery is on a bus route from Gravesend to Vigo. (306/308)

About the employer

GP Surgery serving 16500 patients over 3 sites


Downs Way Medical Practice





DA13 9LB

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Training provider


Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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