Customer Service Apprenticeship - IT Department Cumbria, Northumberland, Tyne & Wear NHS Foundation Trust

This is an exciting opportunity to work within a friendly and supportive team within the Informatics Department of Cumbria, Northumberland Tyne and Wear NHS Foundation Trust. This apprenticeship provides excellent opportunities for personal and professional development & real business experience from day one.

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Closing date: 04 Jan 2024

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 to Friday - Shifts to be confirmed upon appointment.

    Total hours per week: 37.5

  • Expected duration

    14 Months

  • Possible start date

    29 Jan 2024

  • Date posted

    13 Nov 2023

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

What you will do in your working day

We are seeking an enthusiastic, proactive and motivated candidate, who can demonstrate excellent communication and organisational skills, to work within a busy team.

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

Your exact duties will vary but you will need to show you can work with a team or member of staff to handle various tasks.

You will also provide support to others in the team & this sort of work requires a sense of responsibility, accuracy and attention to detail.

The aims of this programme are:

  • For an individual to gain a nationally recognised qualification
  • To enhance knowledge & understanding of working for a              large NHS employer
  • To gain recognition for competencies used in a workplace
  • To develop and demonstrate the under pinning knowledge            required in this role
  • Providing recognition of prior learning for future learning                (RPL)
  • Provide a foundation for further development


  • Respond to queries raised by email
  • Create and amend user accounts to allow users to access the Trusts core IT systems
  • Liaise with external Trusts to allow users access to their IT systems
  • Log calls received by the team (details of callers and their IT issues, in an IT-based system)
  • Attempt to fix straightforward issues and solve IT problems
  • Liaise with wider team to resolve more complex issues
  • Track the progress of jobs, maintaining contact with the colleague that logged it
  • As experience grows, work with Project Managers on the rollout of new systems and IT services
  • Gain experience and support all the Trusts core IT systems 

The training you will be getting

  • Customer Service Practitioner Level 2 Apprenticeship Standard
  • Delivered within the work place

What to expect at the end of your apprenticeship

There is an opportunity for the right candidate to be trained with a view to employment should a suitable position become available. 

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Presentation skills, Administrative skills, Number skills, Analytical skills, Logical, Team working, Creative, Initiative, Non judgemental, Patience, Physical fitness


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

Things to consider

All offers will be subject to satisfactory completion of an enhanced DBS check.

About the employer

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 and Wear NHS Foundation Trust was formed in 2019 when the mental health and learning disability services in North Cumbria were transferred to Northumberland, Tyne and Wear NHS Foundation Trust. Northumberland, Tyne and Wear NHS Foundation Trust was created back in 2006. This was through the merger of three different NHS trusts: Newcastle, North Tyneside and Northumberland Mental Health NHS Trust; South of Tyne and Wearside Mental Health NHS Trust; and Northgate and Prudhoe NHS Trust. Since then, there have been some dramatic changes that have helped shape how we care and support the people we serve. For instance, we have been able to provide some state-of-the-art facilities, which have dramatically improved inpatient services. Between 2006 and 2016, we opened eight new buildings, ranging from a specialist dementia centre to a large 122-bed hospital.


Cumbria, Northumberland, Tyne & Wear NHS Foundation Trust


St. Nicholas Hospital

Jubilee Road

Newcastle upon Tyne


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Training provider


Adjustments for experience

You could reduce your training time, or finish your apprenticeship faster, if you have relevant prior learning or experience. This could be relevant:

  • training
  • qualifications, like an NVQ in a relevant field
  • industry or sector experience


Apprenticeship Recruitment Team

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

Demonstrating experience

If your application is successful, you will have a chance to discuss your relevant prior learning or experience with your training provider and employer. You will all need to agree any adjustments to your training plan.

You should be prepared to show your competence, and evidence of relevant qualifications

Before you apply

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