Customer Service Practitioner Apprenticeship Cumbria, Northumberland, Tyne & Wear NHS Foundation Trust

This is an exciting opportunity to work within a friendly and supportive team. You will be part of a wider team providing reception, clerical and admin support. We are seeking an enthusiastic, proactive, and motivated candidate, who can demonstrate excellent communication and organisational skills to join us.

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Closing date: 05 Oct 2023

Apprenticeship summary

  • Annual wage

    £10,296.00 to £20,319.00

    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, working times to be confirmed on successful offer of the post.

    Total hours per week: 37.5

  • Expected duration

    14 Months

  • Possible start date

    23 Oct 2023

  • Date posted

    19 Jun 2023

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

What will the apprentice be doing?

This is an essential and demanding role, providing a welcoming, courteous, friendly and professional service to staff and visitors, either in person or via the telephone.

The successful candidate will assist the team to access information – meeting and greeting, filing and scanning, booking rooms and transport. They will provide a range of administration duties, utilising Microsoft systems, basic computer skills are therefore essential.

The course provides excellent opportunities for personal and professional development and real business experience from day one. As a Administration apprentice your exact duties will vary depending on what work area you are based within. Apprenticeships combine on-the-job (workplace) and off-the-job (learning provider) training; on-the-job learning is time spent at work, developing skills and gathering evidence towards a work-based qualification. The off-the-job learning is time spent working towards the required knowledge and skills.

Summar Job Description:

  • General administrative and clerical support.
  • Answer telephone; deal with queries and direct calls.
  • Preparing and updating files in a provided format and entering data in IT based system.
  • Tracking tasks to agreed timescales.
  • Prepare letters and emails as directed.
  • Receive and sort mail and deliveries.
  • Recording and monitoring data.
  • General duties will include typing of correspondence, reports, spreadsheets, memos, emails, diary management, placing orders as required for stationery or equipment.

Knowledge, Skills, Training and Experience:

  • Apprentices will follow the designated programme attached to the customer service role and will attend in-house underpinning knowledge sessions.
  • Communication skills.
  • Ability to liaise with staff from all disciplines.

Patient/Client care:

  • You will meet patients / visitors.

Policy and Service Development:

  • Follows policies in own role.
  • Employees have a duty to take responsible care for their own health and safety and that of others who may be affected by their activities.
  • To co-operate with their work area by complying with all health and safety rules and safe systems or work; and to inform their line manager of any work situation, or practice which may be considered a danger.

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

  • Level 2 Customer Service Practitioner apprenticeship standard.
  • All training will be delivered in the workplace.

What is the expected career progression after this apprenticeship?

The opportunity to secure a role within Cumbria, Northumberland, Tyne & Wear NHS Foundation Trust on successful completion of the apprenticeship for the right candidate.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Analytical skills, Logical, Team working, Initiative


GCSE or equivalent English and maths (Grade 4-9 (A*-C) or equivalent) Essential

Things to consider

All offers of employment will be subject to suitable completion of an enhanced DBS Check.

About the employer

Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust is one of the largest mental health and disability Trusts in England employing more than 7,000 staff, serving a population of approximately 1.7 million, providing services across an area totalling 4,800 square miles. It works from over 70 sites across Cumbria, Northumberland, Newcastle, North Tyneside, Gateshead, South Tyneside and Sunderland. It also has a number of regional and national specialist services. The Trust works from more than 70 sites across Cumbria, Northumberland, Newcastle, North Tyneside, Gateshead, South Tyneside and Sunderland. We also run a number of regional and national specialist services. Along with partners, we deliver support to people in their own homes, and from community and hospital-based premises. We have more than 8,000 people working for us and a budget of over £500 million. The services we provide are divided into four sections, which are organised geographically into “locality care groups”. These are known as North, Central, South and Cumbria.


Cumbria, Northumberland, Tyne & Wear NHS Foundation Trust


Hadrian Clinic

Campus for Ageing and Vitality

Westgate Road


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Training provider



Apprenticeship Recruitment Team

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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